ARION SMITH
Wilmington,NC
Summary
Experienced with client support, effectively addressing and resolving client issues. Utilizes strong communication skills to provide clear and helpful assistance. Track record of maintaining high customer satisfaction and building solid client relationships.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Operations & Client Support Specialist
MegaCorp
Wilmington, NC, USA
02.2025 - Current
- Manage 80+ daily client interactions via phone and email, resolving service issues, delivery disruptions, and account-related inquiries in a fast-paced environment.
- Investigate and resolve complex operational issues, coordinating with dispatch, warehouse, and internal teams to ensure timely and accurate outcomes.
- Maintain detailed CRM documentation to track client cases, ensuring accuracy, accountability, and consistent follow-through.
- Reduce repeat inquiries by proactively communicating updates and setting clear expectations with clients
- Identify recurring service issues and report trends to leadership, contributing to process improvements and enhanced service delivery.
- Handle escalated client concerns with professionalism, focusing on resolution, retention, and long-term relationship management.
- Support team success by sharing knowledge, assisting with training, and contributing to a positive and productive work environment.
- Adapt quickly to new systems, processes, and regulatory requirements while maintaining performance standards.
- Troubleshoot and resolve issues related to online banking platforms and mobile applications with a customer-first approach.
- Assist with client onboarding by guiding customers through account setup processes and required documentation.
Account Manager
MegaCorp
Wilmington, NC, USA
08.2024 - 02.2025
- Manage a portfolio of client accounts by serving as the primary point of contact, ensuring high levels of customer satisfaction and retention.
- Coordinate daily operations by overseeing shipments, tracking progress, and proactively resolving issues to meet client expectations.
- Build and maintain strong client relationships through consistent communication, trust, and reliable service delivery.
- Handle high-volume communication via phone and email, providing timely updates and resolving client concerns efficiently.
- Identify and resolve operational challenges by collaborating with internal teams to ensure smooth execution of services.
- Monitor account performance and ensure accuracy in all documentation, billing, and service-related details.
- Anticipate client needs and provide tailored solutions to enhance overall customer experience and long-term partnerships.
- Adapt quickly in a fast-paced environment while managing multiple priorities and meeting strict deadlines.
- Maintain detailed records of client interactions, service updates, and operational changes using internal systems.
- Contribute to team success by sharing best practices, supporting colleagues, and demonstrating a strong commitment to operational excellence.
Patient Services & Travel Coordination Specialist
Wilmington Health
Wilmington, NC, USA
06.2023 - 08.2024
- Coordinate patient travel arrangements, including scheduling transportation and accommodations, ensuring a seamless and stress-free experience.
- Serve as a primary point of contact for patients, providing clear communication and support regarding appointments, travel logistics, and care coordination.
- Schedule and confirm patient appointments while managing changes, cancellations, and time-sensitive requests efficiently.
- Maintain accurate patient records and documentation while ensuring compliance with organizational policies and confidentiality standards.
- Collaborate with clinical and administrative teams to ensure timely delivery of services and continuity of care.
- Handle high-volume inbound and outbound calls, addressing patient inquiries with professionalism, empathy, and attention to detail.
- Resolve patient concerns and logistical challenges quickly, ensuring a positive experience and minimizing disruptions to care.
- Verify patient information and required documentation to ensure accuracy and proper processing of services.
- Utilize internal systems and scheduling platforms to track patient interactions, appointments, and travel coordination details.
- Demonstrate strong organizational and multitasking skills by managing multiple patient needs in a fast-paced environment
Assistant Manager
AAA Carolina Fins Car Wash
Greensboro, NC, USA
10.2020 - 06.2023
- Supervise daily operations by managing staff schedules, workflow, and service quality to ensure efficient and consistent performance.
- Lead and motivate team members to meet productivity goals while maintaining a positive and customer-focused work environment.
- Deliver exceptional customer service by addressing concerns, resolving issues promptly, and ensuring a high-quality experience.
- Monitor site performance, including sales, service output, and customer satisfaction, to identify opportunities for improvement.
- Train and onboard new employees, providing guidance on procedures, safety standards, and customer service expectations.
- Maintain accurate records of transactions, cash handling, and daily reports with strong attention to detail.
- Ensure compliance with company policies, safety procedures, and operational standards at all times.
- Assist in inventory management by tracking supplies, ordering materials, and minimizing waste.
- Handle escalated customer concerns with professionalism, finding effective solutions to maintain client satisfaction and retention.
- Support management initiatives by implementing process improvements and contributing to overall business growth.
Retail Shift Leader
Marshalls
Wilmington, NC, USA
10.2016 - 08.2018
- Supervise daily store operations during assigned shifts, ensuring efficient workflow, strong team performance, and a positive customer experience.
- Lead and support team members by delegating tasks, providing real-time guidance, and maintaining high service standards.
- Deliver excellent customer service by addressing inquiries, resolving issues, and creating a welcoming shopping environment.
- Monitor sales floor activity, ensuring proper merchandising, organization, and inventory presentation.
- Handle cash register operations, including processing transactions, returns, and balancing registers with a high level of accuracy.
- Assist in training and onboarding new employees, reinforcing company policies and customer service expectations.
- Manage multiple priorities in a fast-paced retail environment while maintaining attention to detail and efficiency.
- Address and resolve escalated customer concerns professionally to maintain satisfaction and brand loyalty.
- Support inventory control processes, including restocking, cycle counts, and loss prevention awareness.
- Communicate effectively with management and team members to ensure smooth shift transitions and operational success.
Education
Bachelor of Arts - Communication, Minor in Sales
University of North Carolina At Greensboro
Greensboro, NC05-2023
Skills
- Account Management
- Client Retention
- Customer Experience Optimization
- Conflict Resolution & De-escalation
- CRM Systems & Case Management
- Cross-Functional Collaboration
- Process Improvement & Operations Support
- Relationship Building & Client Advocacy
- Team Leadership & Training
- Digital Marketing Fundamentals
- Communication & Negotiation
Certification
Foundations of Digital Marketing & E-Commerce - Google
Timeline
Senior Operations & Client Support Specialist
MegaCorp
02.2025 - Current
Account Manager
MegaCorp
08.2024 - 02.2025
Patient Services & Travel Coordination Specialist
Wilmington Health
06.2023 - 08.2024
Assistant Manager
AAA Carolina Fins Car Wash
10.2020 - 06.2023
Retail Shift Leader
Marshalls
10.2016 - 08.2018
Bachelor of Arts - Communication, Minor in Sales
University of North Carolina At Greensboro