E'sseMia Smith
Jacksonville,FL
Summary
High-performing Assistant Management Professional with a passion for unfolding solutions within any work environment. 7+ years of experience in impacting positive organizational outcomes through Leading, Motivating, and proactive employee morale and engagement. Confident in ability to collaborate with cross-functional Teams to solve complex, high-stakes problems. Committed to continuous improvement and contributing to Team Success.
Overview
14
14
years of professional experience
Work History
Assistant Manager
SafeTouch Security
10.2021 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored team members to enhance professional development and accountability in the workplace.
- Helped with planning schedules and delegating assignments to meet coverage and Department demands and needs.
- Developed strategy to increase quality service to customers and improve department response and accuracy.
- Assisted in hiring process to increase company's productivity and service with quality employees.
- Maintained professional demeanor by staying calm when addressing unhappy or irate customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules, and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Operator/Lead
SafeTouch Security
03.2016 - 10.2021
- Supported Management decision-making by compiling operational and production data into daily logs.
- Instituted positive work environment through effective inquiry response, delivery of constructive feedback and professional engagement.
- Provided on-the-job training to newly hired workers and team members.
- Recognized upset conditions, determining cause, and took appropriate corrective action regarding customers.
- Mentored team members to enhance professional development and accountability in the workplace.
- Maintained professional demeanor by staying calm when addressing unhappy or irate customers.
Lead Dispatcher
CTIS-INC
09.2013 - 11.2015
- Assist Field Technicians en-route and Onsite at Jobs
- Insured Field Technicians are meeting Customers requested ETA
- Communication with customers involving Technicians, and work to be completed
- Customer Updates regarding ETA and location of Technician
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Customer engagement post-appointment to ensure customer quality care delivered.
- Constant Communication with Higher-ups to assist possibilities of issues.
- Assist Customers in Scheduling appointment times
- Managed conflict resolutions with customers, drivers, and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of 50+ fleet vehicles.
- Maintained professional relationship with shippers, receivers, and drivers to increase trust, reliability and rapport.
Front Office Manager
TRENDSETTERS SCHOOL OF BEAUTY AND BARBERING
06.2009 - 02.2011
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Monitored customer service trends and provided insights to management team for further improvement.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
Some College (No Degree) - Associates in Arts
Florida State College At Jacksonville
Jacksonville, FLHigh School Diploma - undefined
MANDARIN HIGHSCHOOL
JACKSONVILLE, FLSkills
- More than 9 years of excellent Customer Service experience
- Proficient in Microsoft Word, Excel, PowerPoint as well as Prezi
- Staff Management
- Set Organizational Policies
- Staff Supervision
- Staff Development
- Recruiting and Interviewing
- Orientating and Training
- Performance Tracking and Evaluations
- Organizational Policies
- Information Confidentiality
- Exceptional Problem Solving and Multitasking skills
- Experience in Managing and keeping up databases
Timeline
Assistant Manager
SafeTouch Security
10.2021 - Current
Operator/Lead
SafeTouch Security
03.2016 - 10.2021
Lead Dispatcher
CTIS-INC
09.2013 - 11.2015
Front Office Manager
TRENDSETTERS SCHOOL OF BEAUTY AND BARBERING
06.2009 - 02.2011
Some College (No Degree) - Associates in Arts
Florida State College At Jacksonville
High School Diploma - undefined
MANDARIN HIGHSCHOOL
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