Arielle C. Smith
Atlanta,GA
Summary
Dynamic professional specializing in live chat and multichannel customer support. Expertise in technical troubleshooting and conflict resolution, resulting in high client satisfaction and retention across financial services, retail, and healthcare sectors. Proficient in multiple CRM platforms, payroll systems, and case management tools. Committed to driving operational excellence and ensuring seamless customer journeys.
Overview
12
12
years of professional experience
Work History
Human Resources & Payroll Administrator
iSolved
Atlanta, GA | Remote
06.2023 - Current
- Provide live chat and email support to clients navigating payroll processing, tax filings, and HRIS systems.
- Troubleshoot technical issues across multiple platforms, ensuring timely resolution and client satisfaction.
- Develop and maintain SOPs, training guides, and client-facing documentation to improve service delivery.
- Collaborate with internal teams to identify workflow inefficiencies and implement scalable solutions.
- Participate in pilot programs to test new service models and escalation frameworks.
- Deliver consultative guidance on payroll compliance, benefits administration, and system optimization.
- Maintain data integrity and confidentiality in accordance with labor laws and company policies.
Case Manager, HR Accommodations
Bank of America
Remote
09.2021 - 06.2023
- Managed ADA accommodation cases from intake to resolution, supporting employees with medical, ergonomic, and accessibility needs.
- Communicated with employees, managers, and HR partners via secure chat and email to coordinate accommodations.
- Ensured compliance with federal regulations and internal policies, maintaining detailed case documentation.
- Provided empathetic support during sensitive conversations, balancing legal requirements with human-centered care.
- Contributed to process improvements that reduced case cycle time and improved employee satisfaction.
Team Lead & Senior Customer Care Representative
Alight Solutions
Remote
05.2021 - 09.2021
- Led a team of chat agents supporting employee benefits, retirement plans, and 401(k) inquiries for Fortune 500 clients.
- Handled up to 100+ live chat interactions daily, resolving complex issues with speed and accuracy.
- Created training materials, job aids, and SOPs to support onboarding and continuous learning.
- Managed escalated cases and outbound follow-ups, ensuring resolution and client retention.
- Collaborated with cross-functional teams to enhance system workflows and improve customer experience metrics.
- Supported seasonal ramp-ups and special projects, including reporting and performance analysis.
Senior Customer Care Representative
Alight Solutions
Remote
12.2018 - 05.2021
- Handled up to 100+ live chat interactions daily, resolving complex issues with speed and accuracy.
- Created training materials, job aids, and SOPs to support onboarding and continuous learning.
- Managed escalated cases and outbound follow-ups, ensuring resolution and client retention.
- Collaborated with cross-functional teams to enhance system workflows and improve customer experience metrics.
- Supported seasonal ramp-ups and special projects, including reporting and performance analysis.
Claims Adjuster
Safe-Guard Products
Atlanta, GA
07.2018 - 10.2018
- Processed vehicle protection claims via chat and phone, verifying documentation and eligibility.
- Investigated potential fraud and coordinated with dealerships and service providers to validate claims.
- Balanced multiple customer interactions while maintaining compliance with service level agreements.
- Delivered empathetic support during high-stress situations, helping customers navigate complex claims.
- Used CRM tools to document interactions and track resolution timelines.
Live Chat Customer Service Representative
Home Depot
Atlanta, GA
03.2017 - 07.2018
- Provided live chat support for online shoppers, assisting with product selection, order tracking, returns, and technical issues.
- Resolved website navigation and checkout problems, improving conversion rates and customer satisfaction.
- Served as subject matter expert (SME) for escalated chats, supporting team members with complex inquiries.
- Scheduled team meetings and contributed to performance coaching and quality assurance efforts.
- Maintained high customer satisfaction scores and contributed to repeat business through personalized service.
PEPCO CSR/SME (Contractor)
TRC Staffing
Remote
10.2016 - 03.2017
- Delivered customer support for utility billing and service inquiries via phone and chat.
- Negotiated payment arrangements and processed transactions securely.
- Acted as SME for escalated calls, supporting retention efforts and training initiatives.
- Maintained detailed call logs and ensured compliance with regulatory standards.
- Supported outage reporting and service restoration communications during peak periods.
Guest Experience Captain
Buffalo Wild Wings
Atlanta, GA
10.2015 - 10.2016
- Managed front-of-house operations, including seating coordination, takeout orders, and guest satisfaction.
- Trained new hosts and supported shift leads in maintaining service flow.
- Resolved customer concerns with professionalism and urgency, contributing to repeat business.
- Facilitated team communication and ensured consistent guest experience across shifts.
Customer Service Specialist
CARMAX
Atlanta, GA
10.2013 - 01.2015
- Handled inbound calls and account inquiries related to vehicle purchases, financing, and service plans.
- Processed payments and supported customers through documentation and account updates.
- Assisted in new hire training and consistently met department performance metrics.
- Used CRM systems to track customer interactions and follow-up tasks.
Education
Certificate - Cosmetology
Health & Style Institute
Kennesaw, GA08.2016
Completed coursework - Business Administration
Fort Valley State University
Fort Valley, GA05.2015
Skills
- Live chat and multichannel support
- CRM systems: Salesforce, Workday, LiveEngage, Microsoft Dynamics 365 & Copilot, iSolved HCM
- HR and payroll administration
- ADA compliance coordination
- Conflict resolution and de-escalation
- SOP creation and knowledge base development
- High-volume inquiry management
- Customer retention strategies
- Technical troubleshooting and system navigation
- Training and peer coaching
- Microsoft Office Suite proficiency
- Webchat platforms navigation
- Data entry and reporting
- Documentation management
- HRIS and payroll systems proficiency
- Case management tools
Timeline
Human Resources & Payroll Administrator
iSolved
06.2023 - Current
Case Manager, HR Accommodations
Bank of America
09.2021 - 06.2023
Team Lead & Senior Customer Care Representative
Alight Solutions
05.2021 - 09.2021
Senior Customer Care Representative
Alight Solutions
12.2018 - 05.2021
Claims Adjuster
Safe-Guard Products
07.2018 - 10.2018
Live Chat Customer Service Representative
Home Depot
03.2017 - 07.2018
PEPCO CSR/SME (Contractor)
TRC Staffing
10.2016 - 03.2017
Guest Experience Captain
Buffalo Wild Wings
10.2015 - 10.2016
Customer Service Specialist
CARMAX
10.2013 - 01.2015
Certificate - Cosmetology
Health & Style Institute
Completed coursework - Business Administration
Fort Valley State University
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