Cameron R. Smith
Hampton,GA
Summary
Seasoned Quality Coach recognized for high productivity levels and efficient task completion. Skilled in developing comprehensive quality assurance protocols, performance improvement strategies, and employee training programs. Excel in communication, problem-solving, and leadership, ensuring seamless operations and team cohesion. Committed to fostering environments that encourage continuous improvement and operational excellence.
Overview
8
8
years of professional experience
Work History
Quality Coach
Dell Technologies
Atlanta, GA
06.2021 - Current
- Coaches 38 Technical Support Engineers on case hygiene, customer communications, policies and procedures, and best practices
- Drives improvement of key performance indicators including, but not limited to, customer satisfaction (CSAT), time to resolution (TTR), backlog (14+ day old cases), and next customer contact (NCCs) metrics of TSEs
- Collaborated with creating a comprehensive guide to provide tips and examples on how to effectively establish rapport and communicate assertively with customers, while enhancing overall customer satisfaction and support efficiency
- Reviews teams’ queues on a regular basis and provides coaching/feedback focused on non-technical aspects of working service requests
- Conducts bi-weekly meetings used to disseminate news and to discuss questions, performance issues, and suggestions for the improvement of the IDPA team
- Tracks positive and negative trends of 30+ engineers using excel and provided weekly update to managers for review
- Created weekly Phone OB reports consisting of 600+ aged cases per product with 0 or 1 outbound calls sent to leaders, outlining data to drive corrective actions to expedite case progress
- Assisted PMs with scheduling a virtual summit with leadership to cover Slack workflow, reviewing usage of Slack tool, collaborating, roles/responsibilities. Shared session summaries after each meeting
IT Specialist
Limestone Baptist Church
Bartow, GA
08.2020 - 05.2021
- Maintained technical equipment for all ministries to ensure operational readiness
- Maintained, secure, and administered current local area network
- Delivered help desk support to 20+ onsite and remote staff, resolving technical issues efficiently
- Ensured/verified system-wide backups are completed and secure
- Performed routine maintenance and troubleshooting of IT/technical equipment to minimize downtime
- Updated the church’s website and social media accounts
Technical Support Specialist
Stratix Corporation
Norcross, GA
12.2018 - 12.2019
- Executed troubleshooting steps for various issues using center’s runbook to achieve effective resolutions
- Identified customers’ needs, clarified information, and provided solutions and/or alternatives
- Managed 30 inbound calls daily in a timely manner
- Met performance targets with 10-minute average handle time and 95% first-call resolution
- Recorded all call information per Standard Operating Procedure (SOP) to ensure accurate tracking and reporting
- Utilized SOTI MobiControl, AirWatch, and MaaS360 for remote troubleshooting, reinstalling software applications.
Education
Master of Business Administration -
VALDOSTA STATE UNIVERSITY
Valdosta, GA05-2024
Bachelor of Business Administration - Information Systems
KENNESAW STATE UNIVERSITY
Kennesaw, GA12-2017
Skills
- Process Improvement
- Performance Management
- Service Quality Management
- Data Analysis
- SQL
- Microsoft SQL Server
- PowerBI
- Salesforce
- Microsoft Office
- SOTI MobiControl
- AirWatch Workspace ONE
- IBM MaaS360
- HTML
- Microsoft Windows
- Mac OS
Timeline
Quality Coach
Dell Technologies
06.2021 - Current
IT Specialist
Limestone Baptist Church
08.2020 - 05.2021
Technical Support Specialist
Stratix Corporation
12.2018 - 12.2019
Master of Business Administration -
VALDOSTA STATE UNIVERSITY
Bachelor of Business Administration - Information Systems
KENNESAW STATE UNIVERSITY