Erma Smith
High Point,USA
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
13
13
years of professional experience
Work History
Customer Support Specialist
First Bank
Greensboro, NC
03.2025 - Current
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Service Advocate A1A
CVS/Aetna
High Point, NC
03.2024 - 03.2025
- Educated members on their insurance benefits and additional employer offered programs.
- Assisted members with enrolling and navigating through member website.
- Helped large volume of members every day with positive attitude and focus on customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with members about resolved issues with their insurance claims to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service/Ticket agent
National Express Transit/PART
Greensboro, NC
09.2020 - 04.2024
- Processed ticket sales and reservations efficiently, ensuring accurate transactions.
- Assisted customers with inquiries and provided information on transit schedules and services.
- Trained new staff on ticketing systems and customer service protocols, enhancing team performance.
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Answered customer inquiries regarding ticket availability, pricing and event information.
- Provided schedule, routing and fare information to assist customers with ticket purchases.
Commuter Resources Representative
Piedmont Authority of Regional Transformation
01.2019 - 09.2020
- Coordinated with local transit authorities to optimize routes and schedules for user convenience.
- Analyzed commuter data to identify trends and recommend improvements in transportation services.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
Customer Service Mortgage Representative
BB&T
Greensboro, NC
09.2013 - 11.2018
- Provided direct support to fellow associates.
- Provided customers and business partners with beneficial information pertaining to mortgages, while resolving any customer complaints
- Maintained a consumer database which stored consumer credentials.
- Processed mortgage payments
- Input complaints into complaint tracking system
- Provided exceptional customer service, addressing client questions and concerns quickly and professionally.
- Improved client satisfaction by providing timely and accurate mortgage information.
Education
Associate in applied science - Cosmetology
Guilford Technical Community College
Jamestown, North CarolinaSkills
- Experienced Customer Service Representative with a strong commitment to going above and beyond to provide world class customer service
- Served on an escalation team to help fellow associates and assisted team managers with supervisory calls
- Handled business partner and priority calls to help maintain and deepen the relationships of clients
- Accustomed to handling sensitive, confidential records, and working in a fast-paced call center environment
- Able to operate multiple systems at one time
- Professional attitude
- Knowledgeable in maintaining a database
- Dependable and determined
- Answers all calls via a multi-line phone system in a professional and timely manner
- Performs other duties as assigned and requested
- Excellent written and verbal communication skills
- Quick learner
- Works well under pressure
- Accuracy and attention to detail
- Conflict management
- Provides direct support to fellow associates
- Efficient in payment processing
- MS Office Suite (Word, Outlook)
- Google Documents
Timeline
Customer Support Specialist
First Bank
03.2025 - Current
Customer Service Advocate A1A
CVS/Aetna
03.2024 - 03.2025
Customer Service/Ticket agent
National Express Transit/PART
09.2020 - 04.2024
Commuter Resources Representative
Piedmont Authority of Regional Transformation
01.2019 - 09.2020
Customer Service Mortgage Representative
BB&T
09.2013 - 11.2018
Associate in applied science - Cosmetology
Guilford Technical Community College