Falencia Smith
Jacksonville
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
LYNX Services, a Solera
Jacksonville
04.2023 - Current
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Provided accurate information about products and services to customers.
Vehicle Inspector
EDS
Jacksonville
01.2022 - 04.2023
- Recommended corrective actions based on inspections findings such as tire replacement or brake repairs.
- Ensured compliance with applicable laws, regulations and standards pertaining to vehicle inspection processes.
- Assisted in training new employees on inspecting procedures for different types of vehicles.
- Verified that all relevant documents were present with the vehicle including registration papers, insurance certificates and service records.
- Performed visual inspections of vehicle interior and exterior components to detect any damage or defects.
Customer Service Representative
HGS - Hinduja Global Solutions
Jacksonville
01.2020 - 02.2022
- Adhered to HIPAA regulations when handling confidential patient information.
- Scheduled appointments for patients using the electronic health records system.
- Managed multiple projects simultaneously while meeting deadlines set by management team members.
- Applied HIPAA privacy and security regulations while handling patient information.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
Customer Service Cashier
Target
Jacksonville
09.2019 - 02.2020
- Assisted customers with locating merchandise within the store.
- Ensured that all areas of the retail floor were properly stocked throughout each shift.
- Balanced cash drawers at the end of each shift.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Processed credit card transactions accurately and efficiently.
- Verified that all coupons were valid prior to processing them into the system.
- Operated cash registers to process payments for goods and services.
- Received payment by cash, check, credit cards, vouchers or automatic debits.
- Resolved customer complaints in a professional manner.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Scanned items and checked pricing on cash register for accuracy.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
Operations Representative
Bank of America
Jacksonville
09.2014 - 08.2019
- Developed procedures for improving the efficiency of operational processes.
- Identified potential areas of improvement within the department's operations.
- Performed data entry tasks accurately and efficiently.
- Verified accuracy and completeness of data entry into the database system.
- Prepared summaries of daily work completed for review by supervisors.
- Operated various office equipment such as scanners, printers. when required.
- Created spreadsheets to track data entries.
Sales Associate Service Writer
Walmart TLE
Jacksonville
10.2013 - 09.2014
- Provided accurate information about products, prices and services.
- Greeted customers and provided exceptional customer service.
- Handled customer complaints in a professional manner.
- Maintained up-to-date knowledge of store merchandise and policies.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
Agent Representative
Enhanced Recovery Company
Jacksonville
10.2011 - 10.2013
- Verified accuracy of customer information in the database system.
- Maintained accurate records of customer interactions and transactions.
- Adhered to all applicable laws, regulations, procedures and standards pertaining to customer service operations.
- Ensured compliance with established call center quality assurance guidelines during each interaction with customers.
Education
High School Diploma -
Andrew Jackson High School
Jacksonville , FL06-2011
Ultimate Medical Academy
Clearwater, FLSkills
- Customer service
- Conflict resolution
- Product knowledge
- Data entry
- Positive and professional
- Inbound call answering
Languages
English
Full Professional
Timeline
Customer Service Representative
LYNX Services, a Solera
04.2023 - Current
Vehicle Inspector
EDS
01.2022 - 04.2023
Customer Service Representative
HGS - Hinduja Global Solutions
01.2020 - 02.2022
Customer Service Cashier
Target
09.2019 - 02.2020
Operations Representative
Bank of America
09.2014 - 08.2019
Sales Associate Service Writer
Walmart TLE
10.2013 - 09.2014
Agent Representative
Enhanced Recovery Company
10.2011 - 10.2013
High School Diploma -
Andrew Jackson High School
Ultimate Medical Academy