Summary
Overview
Work History
Education
Skills
Timeline
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Christina Smith

Saint Pauls,NC

Summary

Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in Customer service regulations and procedures. Dedicated Customer Service Representative motivated to improve service satisfaction and contribute to overall company success. Well-developed communicator versed in Product or service solutions. Efficient, well-organized and service-oriented team player focused on keeping customers happy and surpassing sales and support objectives. Experienced in managing paperwork, collecting payments and resolving issues. Results-driven customer service leveraging 4 years of proven skills in establishing strong rapport with clients. Collaborative team player diligent about contributing to achievement of group goals. Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility. Proven history of increasing customer satisfaction. Technologically-savvy customer service with proven customer service, time management and multitasking abilities. Attentive to customer needs and able to break down technical problems to develop effective solutions. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Personable and dedicated Customer Service Representative with extensive experience in Sales industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Lumeris
Saint Louis, MI
10.2021 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • 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.
  • Educated customers on special pricing opportunities and company offerings.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Made outbound calls to obtain account information.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Supported sales team members to drive growth and development.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Updated databases with new and modified customer data.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Promoted available products and services to customers during service, account management and order calls.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Mentored junior team members and managed employee relationships.
  • Strengthened customer retention by offering discount options.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Increased customer satisfaction ratings 100% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Prevented key account losses by researching discrepancies and correcting problems.

Pharmacy Customer Associate

BroadPath Healthcare
Lumberton, NC
11.2020 - 07.2021
  • Recorded inquiry details and action taken to assist customers or resolve problems.
  • Monitored customer activity to assist quickly and prevent theft.
  • Communicated with clients to schedule [Type] appointments.
  • Escalated complex issues to [Job title] for further assistance and resolution.
  • Boosted sales by sharing benefits over competitor options.
  • Processed customer transactions and provided receipts.
  • Located merchandise to help customers find specific items.
  • Provided reminder calls with appointment details to decrease no-shows.
  • Reviewed paperwork and entered into computer system.
  • Presented customers with [Type] paperwork for completion.
  • Responded to customer questions by sharing information on [Product or Service].
  • Proactively recommended changes based on consumer needs and market trends to grow company.
  • Leveraged key resources to develop strategies to reduce claims.
  • Used different knowledge banks to research customer problems and develop accurate responses.
  • Consulted with customers to discuss concerns and offer detailed information.
  • Collaborated with Product Development teams to ensure all products met or exceeded standards.
  • Conducted surveys to measure customer satisfaction and identify top issues.
  • Maintained thorough and detailed documentation of customer interactions and outcomes.
  • Responded to more than [Number] daily requests for [Type] information.
  • Reached out to providers to help develop comprehensive solutions.
  • Represented perspective and interests of [Client name]'s customers in [Type] meetings.
  • Developed comprehensive test plans with clients to facilitate quality results.
  • Developed recommendations for changes in policy and offerings by analyzing consumer research.
  • Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
  • Researched problems with benefits, accounts and services with speed and accuracy.
  • Utilized research methods such as [Type] and [Type] strategies to gain deeper understanding of customer's impressions, preferences and overall satisfaction with products and services.
  • Engaged with customers and worked to resolve product and service issues.
  • Maintained records of general customer service data as well as customer complaints and results using [Software].

Customer Service Associate

Amazon.Com Inc.
San Fernando, CA
05.2020 - 11.2020
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Reviewed account and service histories to identify trends and issues.
  • Documented conversations with customers to track requests, problems and solutions.
  • Processed customer account changes.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Educated customers on special pricing opportunities and company offerings.
  • Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
  • Shared detailed information regarding product or service options to help customers make decisions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Consulted with customers regarding product or service needs, addressing delivery concerns.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Assisted approximately 100 customers each day with with customer service questions.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Upheld privacy and security requirements established by Amazon regulatory agencies.
  • Answered customer questions and addressed concerns, resulting in 100% reduction in complaint calls.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Interviewed customers regarding delivery issues and reported feedback to management team.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Worked with Amazon to develop customer service improvement initiatives.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Answered 100+ inbound calls per day and directed to designated individuals or departments.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Consulted with customers to determine best methods to resolve service and billing issues.

Waitress

Texas Steakhouse
Lumberton, NC
03.2019 - 11.2019
  • Increased sales of high margin menu items through effective upselling.
  • Served plated dinners, buffet-style dinners and passed hors d'oeuvres for parties.
  • Educated guests on daily specials and appetizers, entrees, desserts and other menu items.
  • Maintained accuracy while handling payments, giving change and printing receipts to customers.
  • Stocked server areas with supplies before, during and after shifts to boost performance of serving staff.
  • Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
  • Maximized beverage sales by suggesting appropriate food and drink pairings to suit unique customer preferences.
  • Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
  • Minimized customer wait times by efficiently taking and filling large volume of orders each day.
  • Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
  • Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
  • Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
  • Updated repeat customers on menu changes and new food and beverage offerings to maintain quality service relationships.
  • Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
  • Assisted kitchen staff with food counts by determining number of items required for complete service.
  • Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
  • Applied safe food handling and optimal cleaning strategies to protect customers from foodborne illness and maintain proper sanitation.
  • Arranged place settings with fresh tablecloths, tableware and flowers to beautify table.
  • Prepared salads, appetizers and set up garnish stations to assist kitchen staff.
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.

Manager

Texas Sreakhose
Lumberton, NC
04.2018 - 01.2019
  • Strengthened employee performance ratings and trained staff on system efficiencies while supervising 30 crew members, delivering optimal productivity.
  • Created new safety procedures manual that met local regulations and was disseminated to all bartenders and wait staff.
  • Collaborated with staff trainees to document and resolve potential customer concerns to drive brand satisfaction and loyalty.
  • Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
  • Updated computer systems with new pricing and daily food specials.
  • Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
  • Efficiently resolved problems or concerns to satisfaction of all involved parties.
  • Determined root cause of performance trends and developed process improvement plans which targeted assurance in safety, health, quality and customer satisfaction.
  • Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
  • Collaborated with trainees to bolster understanding of project management, safety and inventory waste to meet pre-established business thresholds for operation.
  • Built revenue by delivering innovative catering services, leading region in catering sales.
  • Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques and guest interactions.
  • Developed and maintained staff that provided hospitable, professional service while adhering to policies and business initiatives.
  • Developed and maintained exceptional customer service standards.
  • Scheduled and directed staff in daily work assignments to maximize productivity.
  • Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency.
  • Championed 100% guest satisfaction by providing excellent dining experience.
  • Worked closely with chef and cooks to determine menu plans for special events or occasions.
  • Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
  • Performed checkouts of servers and bartenders to ensure that all tickets were accounted for.
  • Estimated potential worker issues to produce detailed resource documentation.
  • Counseled and disciplined staff, addressing issues promptly and providing constructive feedback.
  • Performed restaurant walk-throughs to gauge timeliness and excellent service quality.
  • Assigned tasks and oversaw employees to maintain compliance with food safety procedures and quality control guidelines.
  • Applied classic culinary training, awareness of market and menu trends, cost control process and team building to meet and exceed brand-based performance standards.
  • Maximized team performance by training new employees on proper food handling, guest expectations and restaurant protocols.

Waitress

Texas Steakhouse
Lumberton, NC
09.2017 - 04.2018
  • Increased sales of high margin menu items through effective upselling.
  • Served plated dinners, buffet-style dinners and passed hors d'oeuvres for parties.
  • Educated guests on daily specials and appetizers, entrees, desserts and other menu items.
  • Maintained accuracy while handling payments, giving change and printing receipts to customers.
  • Stocked server areas with supplies before, during and after shifts to boost performance of serving staff.
  • Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
  • Maximized beverage sales by suggesting appropriate food and drink pairings to suit unique customer preferences.
  • Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
  • Minimized customer wait times by efficiently taking and filling large volume of orders each day.
  • Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
  • Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
  • Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
  • Updated repeat customers on menu changes and new food and beverage offerings to maintain quality service relationships.
  • Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
  • Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
  • Applied safe food handling and optimal cleaning strategies to protect customers from foodborne illness and maintain proper sanitation.
  • Assisted kitchen staff with food counts by determining number of items required for complete service.
  • Arranged place settings with fresh tablecloths, tableware and flowers to beautify table.
  • Prepared salads, appetizers and set up garnish stations to assist kitchen staff.
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.

Hostess

Texas Steakhose
Lumberton, NC
04.2017 - 09.2017
  • Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
  • Performed walked throughs during service to monitor guest satisfaction and advise serving and bussing staff of specific guest needs.
  • Designed custom private function and banquet packages for business dinners, sales presentations, club meetings, weddings and charity events.
  • Stayed abreast of server availability and table turnover to make quick decisions about seating locations.
  • Enhanced guests' experiences by fulfilling special requests during visits.
  • Communicated with kitchen staff about cook times to foster customer satisfaction.
  • Assisted kitchen staff with food counts by determining number of items required for complete service.
  • Monitored dining area to assess server capacity and estimate wait times.
  • Answered questions about food and order statuses for waiting customers.
  • Offered preferred tables and other special accommodations to VIP customers.
  • Accommodated guests with children and special needs to promote comfortable dining experience.
  • Tracked seated guests and available seating using broad system.
  • Cleaned and restocked counter areas, replenished cash drawer and checked server supplies to facilitate operations.
  • Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
  • Assisted waitress by taking guests drink orders, sitting and questions about the food or service.
  • Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
  • Greeted guests and gathered information to seat groups or place on waitlist.
  • Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
  • Checked dining and serving areas every 15 minutes to verify proper cleanliness and readiness for guests.
  • Managed guest expectations by relaying information regarding hours, wait times and specials.
  • Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.

Education

GED -

Robeson Community College
Lumberton, NC
05.2013

Skills

  • Inbound and outbound calling
  • MS Office proficiency
  • Customer Service support
  • Employee management
  • Customer relationship management
  • Quality assurance
  • Customer Service
  • Problem Resolution
  • Effective communication
  • Safety regulations
  • Credit card payment processing
  • Report generation
  • Quality assurance controls
  • Promotional support
  • Call center experience
  • Sales expertise
  • Courteous demeanor
  • Process optimization
  • Data evaluation
  • Problem-solving abilities
  • Business development understanding
  • Product organization
  • Quality control
  • Adaptive team player
  • Shipping and receiving understanding
  • Stockroom procedures
  • Conflict mediation
  • Retail sales customer service
  • High-energy attitude
  • Office equipment proficiency
  • Microsoft Office expertise
  • In-store support

Timeline

Customer Service Representative

Lumeris
10.2021 - Current

Pharmacy Customer Associate

BroadPath Healthcare
11.2020 - 07.2021

Customer Service Associate

Amazon.Com Inc.
05.2020 - 11.2020

Waitress

Texas Steakhouse
03.2019 - 11.2019

Manager

Texas Sreakhose
04.2018 - 01.2019

Waitress

Texas Steakhouse
09.2017 - 04.2018

Hostess

Texas Steakhose
04.2017 - 09.2017

GED -

Robeson Community College

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Christina Smith