Deonna Smith
Cockeysville,MD
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Pharmaceutical Manufacturing Operator
Catalent Pharma Solutions
02.2021 - Current
- Utilized computerized process control systems to monitor and adjust chemical process variables.
- Calibrated chemical equipment to ensure optimal performance.
- Followed all waste handling guidelines to minimize waste generation.
- Modified controls to regulate temperature, pressure, feed, and flow of liquids and gases while monitoring outcomes and promoting successful processing.
- Stored, retrieved, mixed, and monitored chemicals used in production process.
Call Center Customer Service Representative Hybrid
Primerica
01.2016 - 01.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Detailed payment options and explained price, receipt and billing details to customers.
- Maintained and managed customer files and databases.
- 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.
Education
Associate of Science - Dental Hygiene
Baltimore City Community College
Baltimore, MD07.2027
Associate of Applied Science - Dental Assisting
Fortis Institute
Landover, MD03.2022
High School Diploma -
Augusta Fells Savage Institute Of Visual Arts
Baltimore, MD05.2015
Skills
- Batch Records
- Customer Satisfaction
- OSHA Standards
- Training and Development
- High-Volume Environments
- Customer Support
- Online Systems
- Quality Assurance Evaluation
- Call Center Operations
Timeline
Pharmaceutical Manufacturing Operator
Catalent Pharma Solutions
02.2021 - Current
Call Center Customer Service Representative Hybrid
Primerica
01.2016 - 01.2021
Associate of Science - Dental Hygiene
Baltimore City Community College
Associate of Applied Science - Dental Assisting
Fortis Institute
High School Diploma -
Augusta Fells Savage Institute Of Visual Arts