Cindy Smith
Seabrook,TX
Summary
Goal-oriented manager with proven leadership abilities having distinguished experience in EDI, logistics, and advertising industries. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Passionate about people, recognizing the importance of their well-being in the work place and the need for engaged mentors as managers across the globe, regardless of business genre.
Overview
11
11
years of professional experience
Work History
Customer Support Manager
True Commerce - DiCentral
08.2021 - 02.2023
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Maximized productivity by supervising, mentoring and scheduling team of nine customer support personnel to meet organizational and operational objectives.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Implemented process improvements to automate document management systems, call logs and invoicing data to enhance department efficiency.
- Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
- Conducted weekly progress and development meetings with support staff to enforce updates to company goals and policies.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Liaised with marketing team to define customer outreach strategy to optimize customer engagement.
- Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
- Managed over 50 customer calls per day.
Customer Experience Manager
True Commerce - DiCentral
03.2017 - 08.2021
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Developed new employees and on-going performance assessment of current employees.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Built relationships with customers and community to establish long-term business growth.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Customer Support Representative
True Commerce - DiCentral
08.2014 - 03.2017
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Connected with customers to address questions and resolve issues through phone and email.
- Maintained communication 100% with customers throughout the life of support tickets.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Contributed ideas and practical solutions to support process improvement efforts.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Electronic Medical Record Quality Analyst
Shriners Hospital For Children
09.2012 - 02.2014
- Maintained accuracy, completeness and security for medical records and health information.
- Input data into computer programs and filing systems.
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
- Communicated effectively with staff, patients and insurance companies by email and telephone.
- Followed exact procedures for handling transfers and other releases of medical records.
- Accurately pulled patient records for upcoming appointments and procedures.
- Secured medical records against loss or unauthorized access.
Logistics Coordinator
Gulf Winds International Inc.
08.2007 - 01.2009
- Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.
- Tracked orders and notified customers of status or potential delays.
- Processed and entered customer orders into database and provided proactive customer service for accounts.
- Generated documentation and information required for customer shipments.
- Liaised between warehouse personnel and customer to facilitate account and operational needs.
Education
Associate of Applied Science - Health Information Technology
San Jacinto College District
Pasadena, TX08.2011
Skills
- SLA Management
- Workflow Schedules
- Strategic Goals
- Interdepartmental Collaboration
- Service Issue Resolution
- Issue Triaging
- Operational Efficiency
- Corrective Actions
- Operating Procedures and Policies
- Mentoring
Writing
Currently working on publishing my first book.
Timeline
Customer Support Manager
True Commerce - DiCentral
08.2021 - 02.2023
Customer Experience Manager
True Commerce - DiCentral
03.2017 - 08.2021
Customer Support Representative
True Commerce - DiCentral
08.2014 - 03.2017
Electronic Medical Record Quality Analyst
Shriners Hospital For Children
09.2012 - 02.2014
Logistics Coordinator
Gulf Winds International Inc.
08.2007 - 01.2009
Associate of Applied Science - Health Information Technology
San Jacinto College District
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