Summary
Overview
Work History
Education
Skills
Certification
Servsafe Certified
Timeline
Generic

Dedrea Smith

Moulton

Summary

Dynamic Shift Lead Manager at Pizza Hut with a proven track record in team motivation and conflict resolution. Successfully reduced inventory wastage while enhancing customer satisfaction through effective coaching and training. Committed to workplace safety and operational excellence, fostering a collaborative environment that drives performance and efficiency.

Experienced with shift management, team leadership, and operational oversight. Utilizes problem-solving skills to address daily challenges and enhance workflow efficiency. Track record of fostering collaborative team environment and maintaining high standards of performance.

Proficient Shift Manager knowledgeable about scheduling, money handling and team management. Adept at handling all areas of operations. Eager to develop and advance professionally into a more challenging position.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Shift Lead Manager

Pizza Hut
06.2024 - Current
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Managed inventory effectively, reducing wastage and optimizing stock levels for peak demand periods.
  • Resolved customer complaints promptly, maintaining a high level of customer satisfaction and brand reputation.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Led by example, demonstrating a strong work ethic and commitment to excellence that motivated team members to strive for their best performance.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Oversaw daily operations, ensuring compliance with company policies, safety regulations, and industry best practices.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Set overall vision and provided team leadership.
  • Ensured consistent delivery of high-quality customer service by setting clear expectations and providing regular coaching.
  • Checked building to confirm maintenance and cleaning met code and regulations.
  • Contributed to a positive workplace culture by fostering open communication and collaboration among team members.
  • Trained and mentored new employees to maximize team performance.

CSR

First Franklin Financial
11.2024 - 02.2025
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Called customers about overdue payments
  • Took payments over the phone
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

CSR

Alight Solutions
12.2023 - 09.2024
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Built strong relationships with clients, leading to repeat business and referrals.
  • Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
  • Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
  • Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
  • Delivered exceptional service, consistently meeting or exceeding performance metrics.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Recorded accurate and efficient records in customer database.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Took payments online

Csr, Tax Specialist

H&r Block
11.2005 - 04.2017
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Implemented and developed customer service training processes.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Worked with individuals, trusts and companies to manage tax compliance and reporting needs.
  • Conducted ongoing professional development activities to stay current with changing industry trends, legislation, rules, regulations affecting taxation practices.
  • Collected and submitted required tax payments.
  • Managed a diverse portfolio of clients, delivering high-quality service and fostering long-term relationships.
  • Managed tax submissions and made sure all information complied with regulations.
  • Provided clear explanations of complex tax concepts to clients, ensuring they fully understood their responsibilities and obligations.
  • Prepared accurate and timely federal, state, and local income tax returns for individuals, businesses, and non-profit organizations.
  • Advised clients on best practices for managing their finances to minimize future tax liabilities while maximizing deductions and credits available to them.
  • Conducted comprehensive research on complex tax regulations, staying up-to-date on the latest changes and updates.
  • Enhanced client satisfaction by providing thorough tax analysis and recommendations.
  • Streamlined tax preparation processes for increased efficiency and accuracy.
  • Assisted clients in reducing tax liabilities through strategic financial planning.
  • Developed strong working relationships with key stakeholders improving communication ensuring smooth resolution issues as they arose.
  • Researched complex tax issues utilizing online resources and professional tax software.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Assessed client tax situations to determine best filing options.
  • Completed and filed returns with tax departments at local, state, and federal levels.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Offered clients recommendations to reduce tax liabilities.
  • Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.
  • Collaborated with clients to answer questions and provide advice on tax matters.
  • Utilized tax software to prepare returns and meet deadlines.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Education

High School Diploma -

Liberty Christian Academy
Moulton, AL
05-2003

Skills

  • Team motivation
  • Workplace safety
  • Employee training
  • Policy enforcement
  • Motivation techniques
  • Rules enforcement
  • Cash handling
  • Energetic and enthusiastic
  • Opening and closing procedures
  • Punctual and reliable
  • Accurate money handling
  • Delegating work
  • Payment processing
  • Training and mentoring
  • Handling customer complaints
  • Safety compliance
  • Staff motivation
  • Decision-making
  • Supply ordering
  • Documentation and reporting
  • Inventory control
  • Flexible schedule
  • Verbal and written communication
  • Shift leadership
  • Customer service
  • Conflict resolution
  • Critical thinking
  • Safety procedures
  • Continuous improvement
  • Coordinating daily operations

Certification

Servesafe Certified

Servsafe Certified

I have received my certificate from Servsafe. 

Timeline

CSR

First Franklin Financial
11.2024 - 02.2025

Shift Lead Manager

Pizza Hut
06.2024 - Current

CSR

Alight Solutions
12.2023 - 09.2024

Csr, Tax Specialist

H&r Block
11.2005 - 04.2017

High School Diploma -

Liberty Christian Academy

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