FATIMA SHADIK SMITH

• Act as a customer service facilitator, partner ing with client customers, internal technical support team, and field personal to coordinate the planning and service delivery of field resources to complete reactive and proactive service activities
• ensuring optimal operational availability of the customer’s diagnostic and testing equipment for the purposes of quality patient care
• Effectively deploy resources within the service organization to ensure service activities are appropriately aligned with contractual agreements, directing large teams in the completion of highly variable work streams, while reducing potential scheduling conflicts which may delay resolution.
• Be accountable for delivering world-class customer experience by providing 24/7 support, and responsible for the timely and accurate scheduling of service events by properly communicating and managing time sensitive workload.

Research Triangle Institute (Contract)-HRD/Greene Resources) 10/2020-06/2023 Raleigh, NC Operations Production Supervisor

• Collaborated with management team to develop strategies for improving efficiency in the production area.
• Supervised a team of 14+ employees, ensuring tasks were completed efficiently and accurately.
• Trained new staff on production processes and procedures.
• Performed regular quality checks throughout the production process to ensure customer specifications were met.
• Assisted with troubleshooting equipment malfunctions or operational problems as needed.
• Investigated customer complaints related to product quality or delivery times.
• Identified opportunities for process improvements through analysis of existing workflows.
• Maintained accurate records of daily production activities.
• Conducted regular performance reviews for each employee to identify areas for improvement.
• Provided feedback and guidance to personnel regarding their job performance and development plans.
• Analyzed data from monthly productivity reports to identify trends and potential issues with current processes.

• Demonstrated experience developing business to business relationships; Easily build rapport and convey confidence over the phone in a call center atmosphere
• Established and maintained effective working relationships with study participants, coworkers, managers, and clients
• Dialed over 70+ outbound calls daily to various small, medium and large businesses concerning occupational research and job descriptions as it pertains to the world of work
• Methodically guided participants, from a wide variety of industries and roles, through a step-by-step research process to complete data collection
• Utilized sharp intuition and instincts related to finding and reaching establishment decision-makers
• Exhibited keen attention to detail of all kinds to include assurance of correct grammar usage and punctuation for professional correspondence
• Exemplified strong written and verbal communication skills including good command of English language
• Scheduled callbacks and appointments following appropriate rules, regulations and protocols
• Maintained and exceeded quality and production scores as required by company guidelines
• Researched companies, people, numbers and addresses via Google Maps and other search engines
• Prioritized, assessed and executed case load as per Manual instruction.
• Managed customer inquiries through phone calls or emails promptly.
• Maintained relationships with external partners, vendors, and customers.

• Answered all incoming calls regarding elderly’s medical benefits
• Answered and assisted with questions regarding prescriptions, cost, plan details
• Offered assistance for various coverages and packages
• Researched data using 7 different Databases
• Troubleshoot enrollment/coverage/policy issues
• Completed training and certifications to go to additional levels in the health insurance business.
• Provided exceptional customer service to ensure customer satisfaction.
• Provided excellent customer service to resolve customer complaints in a timely manner
• Maintained a high level of professionalism when dealing with difficult customers.
• Answered customer inquiries and provided accurate information regarding products and services.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Identified opportunities for upselling additional products or services based on customer needs.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Prepared Weekly reports
• Researched and secured weekly catering services for lunch
• Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
• Scheduled appointments for clients, customers, and other visitors.
• Provided excellent customer service at all times while interacting with both internal and external customers.
• Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
• Assisted with special projects assigned by management when required.
• Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
• Monitored office supplies inventory and placed orders when necessary.
• Greeted visitors and provided them with assistance.
• Organized travel arrangements for staff members including flights, hotels, car rentals.
• Scheduled and confirmed appointments and meetings for management team.
• Coordinated meeting room bookings and arranged catering for meetings and events.

• Assisted broker with insurance claims
• Created and maintained spreadsheet of accounts (over 350) in Excel database
• Created and edited pdf proposals using Nuance software
• Performed Binder preparation for meetings and presentations
• Reconciled Invoices
• Filed confidential account information both electronically and manually.

• Recruited candidates for positions available
• Send registration information, Schedule interviews/orientations
• Answered overflow of phone calls from potential employees inquiring about employment opportunities
• Troubleshoot and resolve employee paycheck issues and disputes with corporate.

• Input data into military base oriented system creating a tool that will be an asset to veterans who are transitioning back into civilian living after serving in the military
• Utilize multiple government web-sites obtaining information for database completion
• Research company information to input along with GI and Housing Allowances
• Research Colleges in the US searching for scholarships, internships and apprenticeships offered
• QC entries completed.

• Assist elderly/disabled clients with transportation for medical and other travel needs
• Maintain client database identifying appropriate grants/funding sources for program
• Compose and prepare various documents, meeting minutes, spreadsheets and reports
• Reconcile financial invoices against expenditures on spreadsheet for fiscal year
• Assist with the preparation of compliance review.

• Receive incoming calls in call center from pharmacies, patients and healthcare providers reporting Adverse Events and Product Complaints regarding medicines taken
• Document calls in database and assign follow up to Health Care Practitioners.

• Opened service calls scheduling ETA’s for customer service engineers
• Dispatched engineers to service defective equipment at various medical facilities
• Serve as liaison between customers, engineers, and tech support documenting issues to ensure follow through until ticket is released and closed
• Ordered Parts, executing shipments to designated locations per CSE.