Aimee Smart
Clarksville,TN
Summary
Excellent at completing simultaneous tasks and working under pressure. Broad industry experience, including role as Agent, Floor Support, Team Support Specialists and Customer Advocacy Group. Flexibility and willingness to adapt to change allowed seamless moves between program verticals. Successful Customer Service Advocate with 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Advocacy Group
Concentrix
04.2018 - 07.2018
- Responsible for assisting Team Leaders with one hour fails, call observations, and coaching representatives to their opportunities in order to improve overall performance
- Responsible for calling customers that had provided negative reviews on surveys in order to resolve any issues/concerns, mending the relationship between the customer and the client ultimately improving retention rate
- Responsible for spending one on one time with low performers, building an action plan, and following up on progress with the representative in order for them to be more effective and meet expectations set.
Team Support Specialist
Concentrix
05.2018 - 11.2019
- Responsible for assisting Team Leads on day-to-day supervision of agents on team just out of training
- Responsible for monitoring and coaching to performance in accordance with organization and client policy
- Identify areas of opportunity in order to coach effectively to ensure performance metrics are achieved
- Communicate expectations to agents and provide updates as necessary
- Ensure service provided to customers meet KPIs and financial expectations
- Develop action plans as necessary to ensure performance gaps were closed and representatives were ready for the production floor.
Customer Support Representative
Conduit Global
Remote
08.2020 - 01.2022
- Responsible for ensuring patients are scheduled for rides to medical appointments
- Critical to pay attention to detail for scheduling the right days, times, and locations
- Responsible for maintaining an average handle time of 360 seconds or less.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined support processes for increased efficiency and reduced response times.
Customer Service Advocate
4Patriots LLC
Remote
01.2022 - Current
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-volume inbound calls, maintaining professionalism under pressure.
- Achieved top-tier customer service ratings by effectively handling difficult situations with diplomacy and tact.
Education
GED -
Greenwood Adult Education Center.
Clarksville05.2009
Skills
- Analytical with Data
- Problem Solver
- Supervisory Skills
- Adaptability
- Order Fulfillment
- Live Chat Support
- Payment Handling
- Escalation Management
- Quality Assurance
- Typing Speed: 60WPM
Personal Information
Title: Customer Support Representative
References
- Aaliyah Cottle: 931-218-8886
- Jamie Horton: 903-602-0090
- Sandie Styles: 931-33807405
Certification
- Customer Service & Support Excellence: Advanced Soft Skills.
- Microsoft Excel: Excel from Beginner to Advanced.
- Getting Started with Google Drive.
- Chat/Email Certification.
Timeline
Customer Service Advocate
4Patriots LLC
01.2022 - Current
Customer Support Representative
Conduit Global
08.2020 - 01.2022
Team Support Specialist
Concentrix
05.2018 - 11.2019
Customer Advocacy Group
Concentrix
04.2018 - 07.2018
GED -
Greenwood Adult Education Center.