AREAL SMITH
Jackson,MS
Summary
Highly motivated professional with several years of entrepreneurial and management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff and clients while managing administrative and sales employees. Comfortable working independently as manager and leader and as collaborative team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.
Overview
8
8
years of professional experience
Work History
Lead Customer Service Advocate
Terminix Pest Control
Memphis, TN
01.2024 - Current
- Participated in company-wide projects aimed at improving overall customer experience, ensuring that the perspectives of front-line staff were represented during decision-making processes.
- Conducted regular performance reviews for staff members, providing guidance on ways to improve their skills and advance in their careers.
- Served as a liaison between the customer service team and other departments within the organization to ensure seamless coordination of efforts in addressing client needs.
- Enhanced customer satisfaction by promptly addressing and resolving escalated issues.
- Mentored new Customer Service Advocates, ensuring a smooth transition into their roles.
REMOTE OWNER SUPPORT AGENT / TRAINING MENTOR
GE Appliances, A Haier
Louisville, KY
09.2022 - 01.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Promoted high customer satisfaction by resolving problems
- Answered inbound calls, chats and emails to facilitate customer service.
REMOTE CONSUMER ADVOCATE
Endurance Warranty
NORTHBROOK, IL
01.2020 - 08.2022
- Provided customer service to clients by answering inquiries and providing detailed information about warranty services.
- Processed warranty claims according to established guidelines and regulations.
- Responded quickly and effectively to escalated customer concerns about warrantied items.
REMOTE CUSTOMER SERVICE REPRESENTATIVE
Teleperformance USA
Albany, GA
12.2017 - 11.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
High School Diploma -
Madison Central High School
Madison, MS05-2014
Skills
- Call Management
- Complaint resolution
- Appointment Scheduling
- Product Knowledge
- Inbound and Outbound Calling
- Data Entry
- Computer Proficiency
- Technical Support
- Microsoft Excel
- Microsoft Office
- Call center experience
- Call escalation
- Call center procedures
- Live chat support
- Customer Relations
Education and Training
other
Timeline
Lead Customer Service Advocate
Terminix Pest Control
01.2024 - Current
REMOTE OWNER SUPPORT AGENT / TRAINING MENTOR
GE Appliances, A Haier
09.2022 - 01.2024
REMOTE CONSUMER ADVOCATE
Endurance Warranty
01.2020 - 08.2022
REMOTE CUSTOMER SERVICE REPRESENTATIVE
Teleperformance USA
12.2017 - 11.2019
High School Diploma -
Madison Central High School