DIONDRA SMITH
Clarksville,TN
Summary
Dynamic professional with a proven track record, excelling in onboarding and training initiatives. Skilled in process improvement and customer experience management, I effectively mentored team members and enhanced engagement strategies, resulting in improved service delivery.Strong communicator with a commitment to HR compliance and employee relations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Member Advocate
Sunfire IQ
Clarksville, Tennessee
04.2024 - Current
- Developed training materials for new member advocate staff.
- Mentored team members by demonstrating best practices for customer service.
- Collaborated with teams to enhance member engagement strategies.
- Assisted members with inquiries and resolved issues promptly.
- Educated members on the benefits and services available to them.
- Analyzed member feedback to identify areas for service improvement.
Enrollment Specialist / Onboarding Assistant
Assurance IQ
06.2022 - 02.2024
- Coordinate the end-to-end onboarding process for new insurance agents, ensuring timely completion of documentation and compliance with HIPAA and company guidelines.
- Host live webinars to explain benefits, answer questions, and support new agent training.
- Partner with hiring managers to schedule interviews and assist with applicant screening.
- Improve onboarding efficiency by developing checklists and streamlining internal workflows.
Customer Service Representative / Licensed Insurance Agent
SITEL Group
Nashville, TN
11.2020 - 02.2022
- Handled complex inbound insurance claims and benefit inquiries for military members and families.
- Maintained a 98% accuracy rate while providing exceptional customer service across phone, chat, and email channels.
- Reported recurring customer issues to leadership to enhance training and process improvement initiatives.
Customer Service Representative
WAYFAIR
Ogden, UT
07.2020 - 11.2020
- Delivered post-order support including returns, replacements, and delivery resolutions.
- Consistently exceeded satisfaction metrics, ranking in the top 10% for accuracy and service quality.
- Managed high-volume workloads (~17 customers/hour) while maintaining professionalism and empathy.
Store Manager
RaceTrac, Inc.
Clarksville, TN
10.2019 - 07.2020
- Directed store operations, including staff scheduling, inventory management, and cash controls.
- Trained and supervised a team of four employees, improving efficiency and team performance.
- Ensured compliance with safety, sanitation, and company policy standards.
Eligibility Screening Representative
Automated Health Systems, Inc.
Clarksville, TN
10.2018 - 10.2019
- Supported TennCare members with eligibility applications and appeals with 100% confidentiality.
- Averaged 23 calls per hour while maintaining accuracy and professionalism.
- Educated members on documentation requirements and program benefits.
Customer Experience Expert
AGERO Inc.
Clarksville, TN
03.2015 - 10.2018
- Delivered efficient assistance for roadside service and claims management inquiries.
- Balanced multiple dispatch cases per hour while maintaining empathy and professionalism.
- Improved response efficiency by identifying workflow gaps and suggesting procedural updates.
Manager
Long John Silver’s Inc.
Clarksville, TN
05.2012 - 03.2015
- Supervised day-to-day restaurant operations, including hiring, scheduling, and employee training.
- Maintained high performance standards in food safety and customer service.
- Developed new employees and led a positive, team-oriented culture.
Education
Bachelor of Science - Business
University of Phoenix
Clarksville, TN09-2025
Skills
- Onboarding & Training
- Recruitment Support
- HR Compliance
- Employee Relations
- Business Administration
- Process Improvement
- Customer Experience Management
- Cross-Functional Teamwork
- Microsoft Office (Excel, Word, Outlook)
- Time Management
- Problem Resolution
- Communication & Collaboration
References
Available upon request (Previously worked with: Kelly Merideth – Kelly@kellymeridethyagency.com | Loan Heath – Loanheath@yahoo.com)
Certification
HR Certificate
Timeline
Member Advocate
Sunfire IQ
04.2024 - Current
Enrollment Specialist / Onboarding Assistant
Assurance IQ
06.2022 - 02.2024
Customer Service Representative / Licensed Insurance Agent
SITEL Group
11.2020 - 02.2022
Customer Service Representative
WAYFAIR
07.2020 - 11.2020
Store Manager
RaceTrac, Inc.
10.2019 - 07.2020
Eligibility Screening Representative
Automated Health Systems, Inc.
10.2018 - 10.2019
Customer Experience Expert
AGERO Inc.
03.2015 - 10.2018
Manager
Long John Silver’s Inc.
05.2012 - 03.2015
Bachelor of Science - Business
University of Phoenix