Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Debra Smith

Missouri City,TX

Summary

A proven track record in coaching and mentoring teams. Enhanced customer satisfaction through effective issue resolution and training delivery. Skilled in information tracking and time management, driving operational efficiency and fostering strong client relationships. Committed to continuous improvement and team engagement.

Overview

17
17
years of professional experience

Work History

Call Center Operations Supervisor

Fed Ex Freight
06.2021 - Current
  • Supervised daily operations, ensuring adherence to company policies and procedures.
  • Implemented training programs for new staff, enhancing customer service skills and efficiency.
  • Enhanced customer satisfaction by efficiently resolving escalated issues and providing timely solutions.
  • Maintained thorough documentation of procedures, policies, and best practices within the call center, ensuring consistency in training and operational execution.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Built strong relationships with clients by following up on previous purchases and suggesting new products.
  • Communicated best practices among on-site and external personnel to align efforts and goals.

Floor Lead -Instructor

The Pursuit Center
02.2008 - Current
  • Supervised daily operations to ensure efficient workflow and adherence to safety protocols.
  • Trained and mentored team members on operational best practices and equipment usage.
  • Implemented process improvements that enhanced productivity and reduced downtime.
  • Coordinated inventory management and ensured optimal stock levels for uninterrupted service.
  • Conducted regular performance evaluations to identify training needs and support staff development.
  • Enhanced team morale and productivity through regular feedback, recognition, and team-building activities.
  • Prepared and submitted daily, weekly and monthly performance reports to inform upper management.
  • Enhanced team productivity by coordinating shift schedules and assigning tasks based on individual strengths.
  • Resolved conflicts among staff members, maintaining harmonious work environment.
  • Led workshops and training sessions for diverse learning groups.
  • Collaborated with colleagues to refine instructional strategies and materials.
  • Mentored new instructors, sharing valuable insights and strategies for classroom success.
  • Increased participation with introduction of group projects and collaborative learning sessions.
  • Adapted teaching methods and materials to meet students needs.

Tax Preparer

H and R Block
01.2021 - 05.2025
  • Prepared and filed individual and business tax returns, ensuring compliance with federal and state regulations.
  • Analyzed financial documents to identify deductions and credits, maximizing client refunds.
  • Educated clients on tax laws and strategies to improve long-term financial planning.
  • Reviewed tax calculations for accuracy, implementing quality control measures to minimize errors.
  • Collaborated with clients to gather necessary documentation, fostering strong relationships and trust.
  • Increased client satisfaction by providing accurate and timely tax preparation services.
  • Assessed client tax situations to determine best filing options.
  • Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.

Skills

  • Coaching and mentoring
  • Employee engagement
  • Training delivery
  • Information tracking
  • Teamwork and collaboration
  • Time management

Accomplishments

    I have worked my adult life to provide and care for my family that is my biggest accomplishment. Being able to see good in everyone Consistently going above and beyond in my task. Easily adapting to new tools and technologies, finding solutions to change, circumstances and challenges.

Timeline

Call Center Operations Supervisor

Fed Ex Freight
06.2021 - Current

Tax Preparer

H and R Block
01.2021 - 05.2025

Floor Lead -Instructor

The Pursuit Center
02.2008 - Current

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Debra Smith