Dale Smith
West Bloomfield,MI
Summary
Dynamic Customer Service Representative with a proven track record at Sitel Corporation, enhancing customer satisfaction and streamlining service operations. Skilled in CRM and adept at building rapport, I significantly contributed to team productivity and customer relationship management. Leveraging critical thinking and a high-energy attitude, I consistently delivered outstanding support, driving improvements in client satisfaction rates. I strive for excellence and thrive in a positive work environment, and love to add to the positive energy anywhere I am.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Sitel Corporation
12.2017 - 03.2025
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Manager
Gamestop
10.2008 - 03.2016
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Improved marketing to attract new customers and promote business.
- Managed and motivated employees to be productive and engaged in work.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Launched quality assurance practices for each phase of development
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed senior-level personnel working in marketing and sales capacities.
- Was number one in sales/metrics for one year straight in my district (which comprised of over 20 different stores).
Education
Associate of Arts - Video Game Design
Henry Ford College
Dearborn, MI06-2027
Skills
- Scheduling
- Account updating
- Complaint resolution
- Professional telephone demeanor
- Executive management support
- Building rapport
- Call escalation
- Critical thinking
- Customer relationship management (CRM)
- High-energy attitude
- Courteous demeanor
- Adaptive team player
- Customer relations
- Client relations
- Verbal and written communication
- Key holder experience
- Call management
- Customer education
- Decision-making
- Retail sales customer service
- Computer proficiency
- Call center procedures
- Data entry
- Creative problem solving
- Sales closing
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Supervised team of 21 staff members.
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Sitel Corporation
12.2017 - 03.2025
Manager
Gamestop
10.2008 - 03.2016
Associate of Arts - Video Game Design
Henry Ford College
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