CHASITY SMITH
Houston,TX
Summary
Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
CSR Operation Supervisor
Ford Motor Company
01.2025 - Current
- Supervise team to ensure optimal program support and service levels
- Collaborate with partners to resolve issues and implement enhancements
- Analyze trends to recommend process improvements and drive efficiency
- Communicate updates and changes to relevant departments promptly
- Develop and evaluate team, fostering career growth and engagement
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Completed bi-weekly payroll for 28 employees.
Healthcare Customer Service Representative/Manager
Sutherland Global
09.2015 - 07.2024
- Managed healthcare inquiries, enhancing patient satisfaction and resolving issues efficiently
- Led team to improve service quality, achieving measurable improvements in response times
- Utilized analytical skills to identify trends, reducing operational costs significantly
- Collaborated with departments to streamline processes, resulting in improved patient outcomes
- Led healthcare customer service teams, resolving complex medical inquiries while maintaining high patient satisfaction and implementing service quality improvements
- Resolved 50+ daily inquiries, enhancing patient satisfaction and communication skills
- Assisted in reducing call wait times by 30%, improving service efficiency
- Collaborated with team to streamline processes, boosting overall department performance
- Addressed complex billing issues, demonstrating strong analytical and problem-solving skills
- Managed customer inquiries, resolving 90% on first contact, enhancing satisfaction and retention
- Collaborated with team to improve response time, achieving a 40% faster resolution rate
- Analyzed customer feedback to identify trends, leading to service improvements and higher ratings
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
Chat Support Representative
Verizon Wireless
01.2018 - 10.2021
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
Customer Service Representative
Xerox
04.2011 - 02.2013
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
HIGH SCHOOL DIPLOMA -
Booker T Washington
Houston, TX05-2011
Skills
- Customer Service
- Record Management
- Quality Assurance
- Problem Solving
- Remote Work
- Problem Escalation
- Data Entry
- Call Center
- Transaction Processing
- De-escalation
- Customer Liaison
- Enrollment
- Medical Terminology
- Customer service
- Active listening
- Critical thinking
- Data entry
- Quick typing
- Empathy display
- Performance tracking
- HIPAA compliance
- Appointment scheduling
- Patient confidentiality
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Supervised team of 28 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Verint Workforce Optimization Advanced User Verint Systems.
- LiveChat Expert LiveChat, Inc.
- Salesforce Certified Administrator - Salesforce.
- Microsoft Office Specialist (MOS) - Microsoft.
- Six Sigma Green Belt Certification (SSGBC) - American Society for Quality.
- Effective Coaching Techniques for Leaders– Center for Executive Coaching.
Languages
English
Native or Bilingual
Timeline
CSR Operation Supervisor
Ford Motor Company
01.2025 - Current
Chat Support Representative
Verizon Wireless
01.2018 - 10.2021
Healthcare Customer Service Representative/Manager
Sutherland Global
09.2015 - 07.2024
Customer Service Representative
Xerox
04.2011 - 02.2013
- Verint Workforce Optimization Advanced User Verint Systems.
- LiveChat Expert LiveChat, Inc.
- Salesforce Certified Administrator - Salesforce.
- Microsoft Office Specialist (MOS) - Microsoft.
- Six Sigma Green Belt Certification (SSGBC) - American Society for Quality.
- Effective Coaching Techniques for Leaders– Center for Executive Coaching.
HIGH SCHOOL DIPLOMA -
Booker T Washington
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