Customer Service Specialist with 25+ Years

Katrena D Smith

US Citizen

** ******* **** ** # ****

Upper Marlboro Md 20775

Mobile: 301-***-****

**********@******.***

Professional Summary

Over 25 years of experience in customer service with strong attention to detail and excellent multi- tasking, public speaking, process management and improvement, verbal and written communication skills.

Professional Experience

RXO Logistics

6801 MID CITIES AVENUE, BELTSVILLE, MD, 20705

04/2022 - Present

Customer Service Specialist

• Assist customers and business partners via telephone and email

• Handle customer complaints in a calm, professional manner

• Diagnose, assess and resolve problems or issues

• Monitor progress of delivery routes

• Scan haul-away pods and verify stamps

• Process changes or cancellations to delivery orders Optotraffic

4600 Forbes BLVD Lanham, MD 20706

08/2011 – 03/2022

Customer Service Specialist

• Prepare and monitor reports for errors in accuracy, timeliness and quality and ensured payments processed on behalf of the customers are processed in accordance with office procedure.

• Create spreadsheets using Excel to track all cash, credit card and money order payments processed through the Fast-Tracking System (FTS).

• Respond to customer queries in a timely and accurate way, via phone, email or chat. Identifying customer needs and helping customers use specific payment process.

• Serve as a backup processor for entering traffic citations into the Department of Motor Vehicle database.

• Verification of deposit slip along with the cash payment for traffic citation.

• Update the internal database with information in reference to payment processed.

• Prepared and mailed money orders and check payment to the appropriate jurisdiction centers within the state of Maryland. District of Columbia City Wide Call Center

2720 Martin Luther King Jr. Ave. SE Washington, DC 200**-****-**/1999 - 01/2011

Customer Service Specialist

• Managed all incoming calls for the Office of the Mayor of the District of Columbia

(DC).

• Respond to customer queries in a timely and accurate matter, via phone or email.

• Screened and routed calls from customers to appropriate personnel.

• Researched records faxed and or emailed service request tickets to district agencies.

• Provide response to all incoming telephone queries received from customers in a timely and professional manner.

• Administer various call center tools, provided required training and document all customer problems.

• Document all customer contacts according to the Call Center guidelines.

• Research in-house records, manual and automated data bases, and reference requests for information on behalf of the customer.

• Developed and maintain professional relationship with customers, co-workers, management, consultants and vendors.

• Participate in management and training in center.

• Provide continuous training and back up support to teammates.

• Trained Department of Employment Services Clients returning to work i.e. data entry, intake of incoming and outgoing calls from the call center. Educational Background Friendly High School, Fort Washington, MD - 05/1987 Software Microsoft Word, Access, Excel, PowerPoint, Outlook, Five 9 – Call Center Phone

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