Garrika Smith
Bolivar,USA
Summary
Dynamic professional with extensive experience in administrative and clerical support, specializing in insurance operations within commercial casualty and property lines. Known for exceptional organizational and multitasking abilities, adept at managing complex tasks while supporting teams to ensure seamless daily operations. A proactive approach and strong work ethic consistently deliver accurate, high-quality results. Committed to driving efficiency and excellence in all aspects of work.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
First Metropolitan Financial Services
Bolivar, TN
07.2025 - Current
- Resolved customer inquiries efficiently through various communication channels, including phone, email and in-person.
- Enhanced customer satisfaction by implementing feedback-driven improvements to service processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Business Support Senior Specialist
Willis Towers Watson (WTW)
Nashville, TN- Remote
01.2024 - 12.2024
- Developed and maintained test scripts to support technology testing initiatives.
- Participated in business and user acceptance testing (UAT) for new technology releases to ensure functionality and alignment with business requirements.
- Collaborated effectively with members of the CRB NA Business Support Team in developing cohesive strategies aimed at achieving long-term organizational goals.
- Communicated end-to-end process workflows and best practices for technology usage to colleagues, enhancing understanding and adoption across teams.
- Led cross-functional teams to streamline client engagement processes and enhance service delivery.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Supported department leadership in implementing new policies, procedures and controls.
- Collected, arranged, and input information into database system.
Senior Project Specialist
Willis Towers Watson (WTW)
Nashville, TN - Remote
10.2018 - 12.2023
- Communicated complex technical concepts clearly and effectively to diverse stakeholders, bridging the gap between technical teams and business users. Applied strong analytical and numerical skills to develop and implement modern, data-driven solutions, with a focus on programming and continuous improvement.
- Managed cross-functional teams for successful completion of complex projects within deadlines and budgets.
- Improved project efficiency by implementing streamlined processes and optimizing resource allocation.
- Developed comprehensive project plans, outlining scope, goals, deliverables, timelines, and resources required.
Sales Advisor
H&M
Nashville, TN
05.2013 - 06.2020
- Delivered exceptional customer service in accordance with H&M standards across the sales floor, fitting rooms, and cash wrap, ensuring a positive shopping experience.
- Maintained sales floor presentation by processing, stocking, replenishing, folding, and merchandising garments to optimize product visibility and sales.
- Received and unpacked merchandise shipments, tagging items and preparing inventory for floor placement in a timely and organized manner.
- Assisted in onboarding and training new associates, supporting consistent execution of company policies and service expectations.
- Performed routine operational tasks including price adjustments, markdowns, merchandise transfers, and register procedures with accuracy and efficiency.
Construction- Practice and Specialty Analyst
Willis Towers Watson (WTW)
Nashville, TN
05.2016 - 09.2018
- Delivered high-quality service to a diverse client base by managing daily communication, policy servicing, and renewal processes, while acting as a proactive advocate for client needs.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Oversaw key operational tasks including invoicing, certificate management, audits, and policy reviews to maintain service quality and compliance.
- Collaborated with cross-functional teams to implement process improvements and enhance efficiency.
- Mentored junior analysts, fostering professional development and knowledge sharing within the team.
- Led initiatives to streamline reporting processes, improving accuracy and reducing turnaround time.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Collected, arranged, and input information into database system.
Certificate Center Processor II
Willis Towers Watson (WTW)
Nashville, TN
11.2015 - 04.2016
- Processed client data accurately, ensuring seamless integration into systems.
- Reviewed and validated documentation to maintain compliance with industry standards.
- Trained junior processors on best practices and operational procedures.
- Supported team members in their tasks, contributing to overall team success.
- Led initiatives to streamline operations, reducing turnaround time for processing tasks.
- Participated in continuous training initiatives, staying up-to-date on relevant regulations, policies, and best practices within the processing field.
- Demonstrated flexibility when adapting to new processes or guidelines while maintaining consistently high levels of productivity.
- Adhered to strict deadlines for processing applications, ensuring timely approvals and client satisfaction.
- Oversaw transition to new processing system, minimizing downtime and maintaining productivity.
- Examined incoming materials and compared to documentation for accuracy and quality.
Certificate Center Processor I
Willis Towers Watson (WTW)
Nashville, TN
02.2014 - 10.2015
- Supported efforts to streamline operations, enhance productivity, and implement industry best practices across workflows.
- Reviewed and interpreted insurance requirements to accurately generate insurance certificates.
- Utilized in-house systems, spreadsheet tools, and Microsoft Office Suite to retrieve insurance data and produce required documentation.
- Communicated with Producers, Account Managers, and clients to gather necessary information for the completion of legal documents.
- Analyzed complex and sensitive accounts to identify discrepancies, resolve issues, and ensure accuracy.
- Provided guidance and support to processor trainees, including coaching and mentoring to promote successful onboarding and skill development.
- Implemented new workflows to streamline the processor role, resulting in improved performance metrics.
- Supported team members in their tasks, contributing to overall team success.
Education
Bachelor of Science - Health and Human Performance, Business Administration
Austin Peay State University
Clarksville, TNBachelor’s degree -
Austin Peay State University
05.2013
Skills
- Communication
- Critical thinking
- Leadership
- Adaptability
- Project Management
- Customer service
- Data entry
- Problem resolution
- Product knowledge
Affiliations
Alpha Kappa Psi – Professional Business Fraternity
Timeline
Customer Service Representative
First Metropolitan Financial Services
07.2025 - Current
Business Support Senior Specialist
Willis Towers Watson (WTW)
01.2024 - 12.2024
Senior Project Specialist
Willis Towers Watson (WTW)
10.2018 - 12.2023
Construction- Practice and Specialty Analyst
Willis Towers Watson (WTW)
05.2016 - 09.2018
Certificate Center Processor II
Willis Towers Watson (WTW)
11.2015 - 04.2016
Certificate Center Processor I
Willis Towers Watson (WTW)
02.2014 - 10.2015
Sales Advisor
H&M
05.2013 - 06.2020
Bachelor of Science - Health and Human Performance, Business Administration
Austin Peay State University
Bachelor’s degree -
Austin Peay State University