Brianna Smoot
Lincoln,AL
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments. Forward-thinking individual with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Personable and dedicated Customer Service Representative with extensive experience in customer agency and property management industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Chat Support Representative/Crew Trainer
TurboTax
Lincoln , AL
09.2023 - Current
- Answered customer inquiries regarding product features, pricing plans and orders.
- Provided technical assistance to customers through online chat or telephone support.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Documented all training activities including attendance records, feedback forms, surveys.
- Resolved any issues raised by participants during the training session in a timely manner.
- Assisted with troubleshooting technical problems related to online platforms used for delivering instruction.
- Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
- Designed and developed training materials for new employees in the organization.
- Provided feedback on employee performance based on observed results during training sessions.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
Travel Agent
Lu’s Travel
Lincoln, AL
04.2021 - Current
- Provided travel information to customers and answered questions regarding passports, visas, transportation, accommodation, and tour packages.
- Organized flights, insurance, and accommodations for travelers according to their preferences.
- Assisted customers in selecting the best possible package with the least expense.
- Prepared customized itineraries based on customer needs and preferences.
- Researched availability of airfare and hotel rooms using reservation systems.
- Processed payments from clients via cash or credit cards.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
Site Manager
Morrow Companies
Lincoln, AL
09.2022 - 03.2023
- Coordinated with maintenance and contractors to promote timely turnovers after move-outs.
- Collected monthly assessments, rental fees, deposits and payments.
- Drafted and monitored budgets for overall maintenance and operations.
- Responded to tenant maintenance requests according to agreed conditions for building functionality.
- Investigated and resolved property complaints and violations to foster pleasant living environment for residents.
- Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties.
- Met with prospective tenants to show property and assess applications or sign leases.
- Implemented rental payment policies and pursued delinquent accounts via phone calls and personal visits.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Built relationships with service vendors and submitted associated billing statements.
- Oversaw and monitored preventative maintenance and energy management inspections and programs.
- Collected rent from tenants to pay maintenance and repair costs and other expenses.
- Completed lease applications and verifications, notifying prospects of results.
- Solicited and analyzed bids for repairs, renovation and general maintenance.
- Updated tenant and unit information to keep current in housing database.
- Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.
- Handled resident complaints and expedited maintenance requests.
- Worked with on-site and remote service providers to support tenants requesting accommodations.
- Exercised direct supervision over property staff.
Trainer
TRC Staffing Services Inc.
Lincoln, AL
01.2022 - 09.2022
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Consulted with customers to resolve service and billing issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Educated customers on special pricing opportunities and company offerings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Designed and developed training materials for new employees in the organization.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Developed assessment tests to evaluate trainees' knowledge of course material.
- Assisted with the development of online learning modules for remote learners.
Assistant Manager
Hibbetts Sports
Talladega, AL
05.2019 - 06.2022
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Completed inventory audits to identify losses and project demand.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
Customer Service Representative
Transcom/APPLE
Talladega, AL
05.2021 - 12.2021
- Collaborated with team members to improve performance and implement training updates
- Answered and resolved customer questions and concerns
- Worked with managers to implement the company's policies and goals
- Multitasking between multiple applications to provide service to customers
- Collect billing information from customers
- Rectify issues with customer bills or accounts
- Handle more than 50 customers on a daily basis
- Implement technical support on the computer when issues arise.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Customer Service Representative
Everise
Alabama City, AL
09.2020 - 02.2021
- Provide customer service to people inquiring about our services
- Set appointments and bookings in special applications
- Assist customers with insurance issues
- Show empathy to customers that were not happy with information provided
- Toggled from one application to another, displaying great multitasking skills
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Assist with billing matters.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed data for deficiencies or errors to correct incompatibilities and review output.
Assembly Line Worker
Gulf Shore Assemblies
Talladega, AL
01.2020 - 09.2020
- Contributed to team-based environment to maintain line productivity and meet expected deadlines.
- Boxed, labeled and moved items to keep production lines moving swiftly.
- Used established assembly instructions to complete jobs.
- Inspected finished parts and components to enforce QA standards and uncover defects prior to packaging.
- Recognized defective material and reported issues to management.
- Assembled components by examining connections for correct fit, fastening parts and subassemblies.
- Kept accurate and correct records to inform management of low supply or damaged items.
Assembly Line Worker
Filter buy
Talladega, AL
08.2019 - 01.2020
- Boxed, labeled and moved items to keep production lines moving swiftly.
- Used established assembly instructions to complete jobs.
- Completed accurate assembly work by positioning and aligning components.
- Built and packaged products to comply with multiple work orders and deadlines.
- Recognized defective material and reported issues to management.
- Inspected finished parts and components to enforce QA standards and uncover defects prior to packaging.
- Suggested operational modifications to improve quality and production times and reduce costs.
- Kept accurate and correct records to inform management of low supply or damaged items.
Team Trainer
McDonald's Fast Food Restaurant
Talladega, AL
09.2016 - 05.2018
- Trained employees on additional job positions to maintain coverage of roles.
- Stayed up to date on requirements of all team positions to optimize training.
- Instructed new team members on correct procedures for operations.
- Developed and implemented strategies to enhance team performance, improve processes and boost results.
- Guided trainees to boost safety and inventory waste management to meet pre-established business thresholds for operation.
- Created and offered additional materials to enhance training.
- Blended business's goals, mission and values with learning development initiatives to deliver high-quality training to employees.
Customer Service Representative
Call Center Solutions
Tuscaloosa, AL
03.2014 - 06.2014
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
Advanced Diploma -
Talladega High School
05.2014
Skills
- Troubleshooting
- Customer Service
- Telephone
- Etiquette
- Multitasking
- Good Listening
- Skills
- Detail Orientated
- Team Player
- Quality Control
- Experience
- Typing 35 wpm
- Call Center
- Credit card payment processing
- Merchandising
- Error identification
- Finance
- Cash Handling
- Sales
- Data Entry
- Advanced MS Office Suite knowledge
- Project management abilities
- Workforce Management
- Lead generation
- Organizational skills
- Problem resolution
- Supervision & leadership
- Administrative support specialist
- Team Leadership
- Reporting and Documentation
- Site Inspection and Management
- Report Creation
- Credit Card Payment Processing
- Responding to Difficult Customers
- Customer Account Management
- Calm and Professional Under Pressure
- Order and Refund Processing
- 36 wpm Typing Speed
- De-escalation Techniques
- Call Documentation
- Verbal and Written Communication
Timeline
Chat Support Representative/Crew Trainer
TurboTax
09.2023 - Current
Site Manager
Morrow Companies
09.2022 - 03.2023
Trainer
TRC Staffing Services Inc.
01.2022 - 09.2022
Customer Service Representative
Transcom/APPLE
05.2021 - 12.2021
Travel Agent
Lu’s Travel
04.2021 - Current
Customer Service Representative
Everise
09.2020 - 02.2021
Assembly Line Worker
Gulf Shore Assemblies
01.2020 - 09.2020
Assembly Line Worker
Filter buy
08.2019 - 01.2020
Assistant Manager
Hibbetts Sports
05.2019 - 06.2022
Team Trainer
McDonald's Fast Food Restaurant
09.2016 - 05.2018
Customer Service Representative
Call Center Solutions
03.2014 - 06.2014
Advanced Diploma -
Talladega High School
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