Experienced Call Center Leader and Customer Success Professional

DEMETRIUS SMITH (CBCS)

Phone: 773-***-****

Email: *.*********@*****.***

Summary

Experienced in multiple facets of call centers. From Collections to Customer Success. Handling inbound & outbound calls. Worked with different kinds of CRM tools and multiple technical applications. Also, experienced with supervising and training.

Training: CPT, ICD9, HCPCS, Medical Terminology, FDCPA, HIPPA, MediSoft, PowerPoint

& MicroSoft Office Suite, Case Management, Training, Billing. Experience:

2011-2024 Zillow Group, Assistant Manager Customer Success - Chicago IL. Supervised a team of Customer Success associates who handled inbound calls. Along with chats and emails in a face paced call center. Knowledge of using multiple screens. Worked with multiple applications i.e Okta, Salesforce, netsuite among others. Assisted associates with issues they may not have had permissions to perform. Also, was am assistant to the Billing department. Generated invoices, explained plans and expenses to customers. Assisted agents with technical issues.

2009-2011 – RR Donnelly, Machine Operator – Bolingbrook, IL. Duties included loading and unloading of freight. Packaging of goods. Handled heavy duty box cutting machine. Assisted in other stations when needed to help efficiency of daily department goals.

2005-2009 - i3-Group, Insurance Facilitator - Rolling Meadows, IL. High volume call center. Made outbound calls and providing customer service to student borrowers on behalf of Higher Education Institutes to educate them on the consequences of student loan delinquency & default. Educating students on how to avoid delinquency and default. Contacting federal servicers to help with the process of getting students school accounts out of delinquency. 1999-2004 - American Recovery Systems, Team Lead Collector- Niles, IL. High volume call center. Made outbound calls to individuals that owed debts in an effort to have those debts resolved. Implemented payment plans and schedule. Skip tracing.

1998-1998 - Latitude, General Labor – Chicago, IL. Duties included loading and unloading of trucks daily inventory. Processing orders. Helping to create wicker furniture. At times I assisted the drivers with delivery orders to customers.