Charron Smith
Garland,TX
Summary
Experienced Supervisor bringing 15 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
14
14
years of professional experience
Work History
Customer Support Supervisor
SomnoMed Inc
09.2018 - Current
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Analyzed customer feedback to identify areas for improvement.
- Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
- Optimized scheduling to ensure adequate staffing levels during peak hours, improving overall customer experience.
- Established clear expectations for the team regarding performance metrics, holding them accountable for meeting established goals while rewarding exceptional achievements accordingly.
- Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
- Facilitated regular meetings with other supervisors to share best practices and discuss ongoing challenges faced by the customer support department.
- Participated in recruitment efforts, interviewing prospective candidates to identify those who possessed both technical aptitude and strong interpersonal skills needed for success in the role.
- Developed strong relationships with key customers, leading to improved retention rates and loyalty.
- Empowered and motivated employees via regular feedback to team members.
- Improved customer satisfaction by consistently providing timely and accurate support to clients.
- Assisted team members in resolving customer satisfaction issues.
- Developed strong rapport with product development teams, acting as an advocate for customers by relaying their feedback and concerns to drive continuous innovation and improvement.
- Championed a customer-centric culture, emphasizing the importance of empathy and understanding when interacting with clients, leading to increased customer satisfaction scores over time.
Phlebotomist
Clinical Pathology Laboratory
04.2011 - 09.2018
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
Phlebotomist
Prolab
07.2010 - 09.2018
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Increased patient satisfaction rates through consistent delivery of professional phlebotomy services tailored to individual needs.
- Collaborated with medical professionals to ensure accurate test orders and appropriate sample collection methods were used.
- Reviewed patient records for accuracy and completeness.
Education
Associate of Applied Science - Business Management
Dallas College
Dallas, TX05.2025
Certified Medical Assistant - Medical Assisting
ATI Career Training Center - Richardson
Richardson, TX05.2011
Skills
- Escalation Handling
- Training and coaching
- Staff Motivation
- Service Level Management
- Task organization
- Delegation and prioritization
- Client Relationship Building
- Account Management
- Multitasking and Organization
- Team Leadership
- Microsoft Office
- Data Entry
Timeline
Customer Support Supervisor
SomnoMed Inc
09.2018 - Current
Phlebotomist
Clinical Pathology Laboratory
04.2011 - 09.2018
Phlebotomist
Prolab
07.2010 - 09.2018
Associate of Applied Science - Business Management
Dallas College
Certified Medical Assistant - Medical Assisting
ATI Career Training Center - Richardson
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