Operations & Project Leader with Government Experience
Resume:
Vernon Smith
RICHTON PARK, IL
PHONE 630-***-****
E-MAIL VERNON.SMITH1054
HIGHLIGHT OF QUALIFICATIONS
Motivated and flexible professional with successful experience in project management, sales management, account management, operations, financial management, and telecom leadership. Implementing processes to drive the achievement of organizational goals. Ability to handle change linked with superb communication, presentation, accurate decision-making, and time management skills.
PROFESSIONAL EXPERIENCE
Bazzilio Cobb & Associates (Government Contractor)
Lead Customer Representative
May 2022 - Sept 2025
● Explains or assists in preparing forms and documents needed to meet reporting requirements or to support claims on applications submitted for review and approval.
● Explains administrative procedures, processes, and normal processing time frames. Prepares necessary correspondence and narrative reports of contacts, as necessary.
● Explains the application of regulatory provisions and the basis for agency determinations in individual cases.
● Provides information on administrative recourse available and the proper procedures for filing applicable laws or regulations or for appealing a determination made by the agency.
● Expedite actions on pending cases. Initiates actions to resolve discrepancies and adjust agency records that may be incorrect.
● Maintains issuance of files and updates as appropriate for a variety of permits and certificates, or licenses.
● Reviews applications and supporting documentation for adherence to requirements, rules, and regulations governing a particular request; makes appropriate referrals as needed; prepares building and. other related permit or license issuance material for final submission.
TDB Communication (Government Contractor)
Supervisor Remote Call Center
January 2022 to May 2022
● Provides administrative support to the Call Center Manager(s) & Call Center Team •Generates daily, weekly, and monthly reports that provide key department metrics.
● Accomplish team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating, and enforcing system policies, procedures, and productivity standards.
● Monitors the performance of staff members according to established standards.
● May participate in recruitment/hiring/onboarding/offboarding.
Beltway Blinds
Senior Call Center Representative
August 2021 to February 2022
● Interact with the client and other providers to ensure high-quality service delivery.
● Provide onsite training • Maintain excellent customer service to achieve on-time performance.
● Resolve customer complaint calls and handle escalations.
● Check with drivers and dispatch the next stop or the warehouse to track down missing or delayed services.
● Monitoring and documenting driver performance • Accountable for customer service duties, which included answering customer queries, problem-solving solving and providing detailed information • Consistently schedule trips so the routes will run in a timely order.
Kelly Services (Temp Agency)
Lead Customer Service Representative
February 2020 – April 2021
● Address customer issues and resolve them in a timely and efficient manner.
● Interact with customers on a variety of channels such as phone, email, and social media, and ensure that all valid customer concerns are dealt with immediately.
● Resolve customer complaint calls and handle escalations.
● Notify customers and any necessary personnel of any adjustments, such as exchange of merchandise, pick up for credit, credit, or adjustment of customer bill.
● Compute pricing, freight, and other customary charges.
● Consistently exceeded expected quality assurance metrics when assisting customers
● Answer all calls in order to resolve customer issues and fulfillment requests in a timely fashion.
SureShip Distribution Center (NRA)
Supervisor Call Center Solution Specialist
July 2013 – August 2019
● Solving problems, orders, and answering all customer questions and fulfillment requests.
● Enter and edit orders received for price and customer information.
● Resolve customer complaints and notify customer and designated personnel of findings, adjustments, and recommendations, such as exchange of merchandise, credit, or adjustment of customer’s bill. Routes special orders to the Purchasing Department to fulfill and follows up on orders to ensure delivery by specified dates.
● Confers with dispatch or warehouse to expedite or trace missing or delayed deliveries.
● Follows to completion: customer inquiries, accurate order fulfillment, and general customer service to ensure satisfaction.
● Upgrade orders with additional related products to enhance customer experience, also educate and assist customers regarding customary charges.
Metro Access (2009 – 2012)
CALL CENTER DISPATCH SUPERVISOR
● Managing and scheduling all Radio & Window Dispatchers
● Ensuring real-time updating of Trapeze & Clients' GPS systems
● Monitoring and documenting driver performance
● Interact with the client and other providers to ensure high-quality service delivery
● Data entry and analysis, dispatch calls via radio communication, and demand calls promptly while researching and responding to complaints
● Provide onsite training
● Maintain excellent customer service to achieve on-time performance
● Take all escalated calls
EDUCATION
Louisiana State University, Baton Rouge, LA
Business Administration
July 1988
TECHNICAL SKILLS/ACHIEVEMENTS
Environment: Windows 11, Microsoft Office Suite, Trapeze
Software: Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook), WordPerfect, Lotus, Oracle, PeopleSoft, Personic, Caldwell, Adapt, Skill Match, Staff Suite 5.5, Taleo, BrassRing, currently learning HRM.
Internet: Microsoft Internet Explorer, Google Chrome, and Safari
PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST
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