Customer Service Manager

Linnoria A. Smith

PO BOX ***

Norcross, GA *****

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

Cell: 404 – 578 - 0999

December 13, 2010

RE: Open Position

To Human Resources,

Everyday presents learning and growth opportunities! When I saw the announcement for the open position…. I immediately knew I would be the perfect addition to your company! I have grown from customer service, to sales, to management in the past 11 years. I am the very definition of what a proactive, self-starting, team oriented, productive employee should be. I know what it takes to take direction and to give direction in an authority environment. I shine the best at being a self motivator when encouraging my peers. I would love an opportunity to bring my experience and training to your company to grow and become a proactive, productive, and valuable member of your team!!

I have a strong background in communication and personnel skills. I can bring to your team my years of building strong work ethics along with wise time and office management. I would love to start a career with your company! I know I can be in line with your team’s goal to achieve positive growth with record-breaking results! I am more than happy to make sure that my productivity, strong work ethic, and competitive "always thinking" attitude will speak volumes for me when hired!

I do thank you for your time in considering my resume, as it will give you a better insight on my qualifications. I can assure you that I am productivity oriented, professional, and well organized with established protocol! I believe that success is planning, but failing to have a plan is simply planning to fail. I would love an opportunity to come in and interview and show my enthusiasm to start a career within your team. I have enclosed a cover letter and resume in word format for further review. Please do not hesitate to contact me with any further questions on my qualifications on my cell at (404) 578 – 0999.

Sincerely,

Linnoria Smith

Linnoria Smith

PO BOX 922

Norcross, GA 30091

Email: *************@*****.*** Cell: 404-***-****

VOCATIONAL PURPOSE

I would love to obtain a position and start a career of growing and expanding within your team. I plan on using my years of interaction, training, and management to become an asset for your company. I bring to the table:

Over 12 years of interacting with clients directly and indirectly.

Over 9 years of business-to-business service, sales, and management.

Over 8 years of maintaining billing platforms.

COMPUTER SKILLS

All Microsoft Office Products

Time Tracking Software

Project Tracking Software

People Management Software

Various Billing Platforms

EXPERIENCE

T Vanderbilt/Thomas Vanderbilt Communications Atlanta, GA Sept. 2008 - Dec. 2010

Operations Manager

Manager for an elite Marketing and Advertising firm representing national and local accounts here in Metro Atlanta. I reported directly to the President of the company. Executed projects and maintained databases in Word, Excel, and Access while designing, printing, and binding presentations in PowerPoint for presentation.

Arranged contract negations and details with the Atlanta Hawks, Atlanta Falcons, Sparkfly, COX Radio, Best Self Magazine, and other local and national publications. Set up and coordinated corporate events with the Atlanta Hawks, Atlanta Falcons, Delta, and Kaiser Permanente

Managed Projects with Design team. Maintained, reviewed, scheduled, and paid invoices. Set up FedEx/UPS/Postal shipping for clients. I also kept track of office service usage for billing/invoice purposes and to cut overhead. Managed team of associates and vendors on printing, online, radio, and outdoor projects.

Designed and posted new company job listings, scanned applicants, set up interviews, and trained new employees. Designed Employee Handbook and resource data tools. Attended disciplinary meetings.

Maintained the company President’s schedule to ensure company productivity and profitability.

H Q, A Member of the Regus Group Atlanta, GA May 2006 – Jul. 2008

Executive Assistant/CSR

Executed projects and maintained databases in Word, Excel, and Access while designing, printing, and binding presentations in PowerPoint for presentation. Arranged boardrooms, set guest office bookings, kept up with meetings and travel calendars. Recorded incoming faxes, validated parking, ordered lunch, received and signed for incoming/outgoing courier packages, and sort/deliver mail.

Accepted payments for office space, paid vendors’ invoices, did reconciliation at end of month for accounts payable and receivable, and kept appointment books.

Also set up FedEx/UPS/Postal shipping for clients. I also kept track of service usage, such as fax, courier, boardroom bookings, catering, and etc., for billing/invoice purposes.

Responsible for traveling to 7 major professional business offices in Metro-Atlanta and answering a multi-line switchboard for 140-700 companies. Prepared coffee, set up the kitchen area, set up conference rooms, and greeted clients. Directed clients to the correct offices, gave directions, informed staff of their clients’ arrival, and kept track of staff whereabouts for their clients.

Qwest Communications Atlanta, GA Oct. 2005 – Dec. 2006

Collections/Customer Service

I was responsible for taking inbound calls from clients in regards to making payments or arrangements on their bills. I also made outbound calls to clients requesting payment be made on past due and collection accounts up to 20 years old.

BellSouth Advertising & Publishing Company Tucker, GA Oct. 2004 – Oct. 2005

Advertising Consultant (Business Sales)

I communicated the advertising needs of small businesses in the BellSouth areas of North Carolina, South Carolina, Georgia, and Florida. I took a businesses portfolio, put together a plan to grow and enhance business over a time frame, and implemented that program through means of strategic advertising. I helped small business owners develop and customize their websites and advertise those websites on search engines like GOOGLE, AOL, YAHOO, LYCOS, DOGPILE, and etc. I would also imbed links and cookies to help spiders more actively search out their website. My programs tracked the hits to my client’s websites from each search engine and implemented programs to move their websites higher on search engine list of results.

I also performed follow-ups with clients to ensure the program’s execution was in step with the time frame set up to enhance and grow business. If it’s working, then I’d monitor its success. If not, then I would restructure the program to get it on track with the timeline to obtain the company's forecasted projections.

AT&T Marietta, GA Oct. 2002 - July 2004

Client Care Associate (Consumer Sales)

I was responsible for outbound telemarketing calls where I cold dialed consumers and enlightened them to a better experience with their phone service.

Help Desk Associate: taught customers how to use their phones (home & cell), found out why calls were being dropped, not able to make/receive calls, why buttons weren't working, and reception problems.

I was also responsible for inbound client service calls where I handled calls from clients who had concerns about their bill, actively listened to their situation, addressed their concerns, and then concluded the client contact with a response that appeased the client while retaining revenue for AT&T.

Columbus Shuttle Columbus, GA Oct. 2001 - Nov. 2002

Shift Manager/Dispatcher/Driver

As a dispatcher, I was responsible for dispatching 8-12 drivers on routes throughout my 12-16hr shift 5 days a week. My other responsibilities as a dispatcher included:

Mapping routes for drivers and dispensing directions. Taking appointments and booking travel arrangements w/pick up & drop off information for clients. Getting travelers safely to/from various Airport locations and destinations on travel itinerary

Processing payments from clients and verifying large travel party information. Closing shift, doing account reconciliation, and preparing for next operator to assume duty.

Columbus Bank & Trust Columbus, GA Oct. 1998 - Nov. 2002

Lead Teller

As a lead teller, I assisted 5 other tellers on line with making bank deposits and withdrawals for normal transactions and commercial accounts. Responsible for doing bank audits on individual teller drawers, doing debits and credits postings at night, filling and checking the outside ATM in the morning, balancing the vault, assisting drive thru tellers with clients in drive thru and closing drive thru in evenings, and assisting in New Account openings in Customer Service.

EDUCATION

Kendrick High School Columbus, GA

High School - College Prep/Technical Diploma, June 1999

Columbus Technical College Columbus, GA

Certified Client Service Specialist, May 1999

Certification program teaching communication skills, knowledge of computer programs, and professional rapport with clients, coworkers, and management.

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