Dasha Smith
Atlanta,Georgia
Summary
Dynamic customer service professional with a proven track record at Cox Communications, excelling in problem-solving and client consultation. Adept at enhancing customer satisfaction and retention through effective communication and service improvement strategies. Recognized for attention to detail and the ability to multitask in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Retention Agent 2
Cox Communications
03.2021 - Current
- Negotiated with customers to encourage continued use of Cox services.
- Resolved customer issues to enhance satisfaction and retention.
- Provided additional or upgraded services to enhance overall customer experience.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
Tier 2 Representative
New York Department of Labor
01.2019 - 03.2021
- Resolves a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and provided solutions to restore service and functionality.
- Collaborated with supervisors to escalate and resolve customer inquiries and technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Documented transactions and support interactions in the system, contributing to knowledge base for future reference.
- Submits service tickets for equipment maintenance requests.
Customer Experience Representative
Xfinity
01.2014 - 12.2018
- Consulted customers on product solutions, effectively highlighting features and benefits.
- Improves customer satisfaction and maximizes sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services.
- Communicated account information clearly to enhance customer understanding.
- Utilized multiple tools and systems to deliver accurate information during customer interactions.
Education
High School - Business and Entrepreneurship
Frederick Douglass High School
Georgia05-2013
Skills
- Customer Service
- Technical Support
- Problem Solving
- Service Improvement
- Client Consultation
- Attention to detail
- Appointment Management
- Multitasking
- Organizational Leadership
- Communication skills
- Interpersonal Skills
- Recruitment/Onboarding
Timeline
Retention Agent 2
Cox Communications
03.2021 - Current
Tier 2 Representative
New York Department of Labor
01.2019 - 03.2021
Customer Experience Representative
Xfinity
01.2014 - 12.2018
High School - Business and Entrepreneurship
Frederick Douglass High School