Diamond Smith
Raleigh,NC
Summary
Customer Service Representative with 4+ years of experience in multi-channel support, de-escalation, and training new hires on service standards. Known for empathetic communication, addressing issues quickly, and keeping customer satisfaction high. After managing care and household needs as a Caregiver, I am ready to bring strong organization and customer focus back to the workforce.
Overview
10
10
years of professional experience
Work History
Career Break
Family Caregiver
Raleigh, North Carolina
04.2023 - 08.2026
- Managed parents' treatments across multiple providers.
- Handled household organization, scheduled appointments, and provided full personal care and assistance to an elderly parent.
- Administered parents' benefits and finances.
- Prepared to transition back into a professional environment.
Customer Service Associate
Publix
Raleigh, NC
02.2022 - 04.2023
- Promptly resolved customer inquiries and complaints, achieving high satisfaction during shopping experiences.
- Handled customer purchases and returns on the POS system.
- Efficiently managed inbound and outbound calls to resolve consumer issues.
- Conducted training for new hires on store protocols and best practices for consistent service.
Lead Sales Associate
DSW
Laurel, MD
02.2017 - 01.2020
- Delivered exceptional customer service by assisting customers with product selection, resolving concerns, and creating a personal shopping experience.
- Trained and supported new associates on customer service expectations, sales techniques, and store procedures.
- Supported daily operations by leading and assisting team members in order to help achieve store sales and reach performance goals.
Education
Bachelor of Science - Business Administration And Data Analysis
Liberty University
Lynchburg, VA10-2029
Skills
- Zendesk
- Microsoft Office Suite
- Conflict resolution
- Multitasking
- Leadership & Advocacy
- Empathy
Timeline
Career Break
Family Caregiver
04.2023 - 08.2026
Customer Service Associate
Publix
02.2022 - 04.2023
Lead Sales Associate
DSW
02.2017 - 01.2020
Bachelor of Science - Business Administration And Data Analysis
Liberty University