Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Gekera Smith

Shreveport,LA

Summary

Seasoned and results-driven customer service specialist with a distinguished background in providing exceptional support and ensuring utmost client satisfaction. With a robust skill set in effective communication, strategic problem-solving, and adept collaboration, I have consistently delivered superior service in dynamic and challenging environments. Now seeking a remote customer service position where I can leverage my wealth of experience to contribute meaningfully to organizational goals while further honing my professional expertise.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Verizon
01.2023 - Current
  • Resolved customer issues and maintained proactive communication, achieving a consistent 95% customer satisfaction rate
  • Demonstrated comprehensive understanding of products and efficient problem-solving, resulting in a 20% growth in first-call resolution rates.
  • Efficiently handled numerous customer inquiries, consistently responding in less than 3 minutes.
  • Partnered with various departments to pinpoint and implement process improvements, leading to a 15% decrease in customer complaints.
  • Conducted training sessions for new hires, resulting in a 30% decrease in onboarding time.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Remote Support Specialist

Comcast
03.2018 - 12.2022
  • Attained an outstanding 98% customer issue resolution rate by offering exceptional remote technical support services.
  • Developed and implemented customer feedback mechanism which boosted positive reviews by 20%
  • Streamlined processes using CRM tools, leading to a 15% decrease in average handling time
  • Partnered with the product development team to successfully transmit customer feedback, resulting in 3 impactful enhancements
  • Demonstrated 100% attendance and unwavering compliance with remote work policies.
  • Exercised versatility in fast-paced, agile work environments.
  • Coordinated and managed various programs or projects to achieve established objectives.
  • Provided technical support for customers in resolving complex issues.

Client Success Associate

At&t
09.2014 - 02.2018
  • Managed a portfolio of clients, ensuring their satisfaction and addressing concerns promptly
  • Improved customer retention by 25% through the implementation of personalized follow-up strategies
  • Conducted quarterly business reviews, resulting in a 15% increase in upsell opportunities
  • Utilized Net Promoter Score (NPS) surveys, achieving an average score of +30
  • Achieved a 40% conversion rate by working closely with the sales team to successfully transition trial clients into long-term contracts.
  • Assessed customer requirements and provided custom recommendations based on their individual needs.
  • Resolved customer inquiries by providing timely responses and accurate solutions based on company policies.
  • Utilized various research methods to gather valuable input from customers.
  • Resolved customer complaints, ensuring a positive experience.
  • Streamlined product development with customer input.
  • Created reports outlining customer usage and retention metrics.
  • Developed and established new relationships to drive company growth.
  • Compiled customer feedback for cross-functional departments to improve product or service features.
  • Drove customer escalations to resolution by engaging directly with clients.

Customer Support Specialist

Teleperformance
01.2013 - 08.2014
  • Successfully resolved inbound customer inquiries with a consistent achievement of over 90% first-contact resolution rate.
  • Implemented a knowledge base, reducing the number of repeat inquiries by 25%
  • Assisted in the development of customer support training materials, contributing to a 20% increase in team efficiency
  • Managed and analyzed customer feedback on social media channels, resulting in a noteworthy 15% improvement in online reputation.
  • Awarded 'Employee of the Month' for outstanding customer service performance.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Tested software applications before releasing them into production environment ensuring quality standards are met.
  • Developed innovative strategies to improve customer experience with the product or service offered by the company.

Education

High School Diploma -

Woodlawn Leadership Academy
Shreveport, LA
05-2010

Skills

  • Scheduling
  • Information Security
  • Report Preparation
  • Project management abilities
  • Microsoft Office Suite
  • System implementation
  • Reading Comprehension
  • Stock management
  • Microsoft Office expertise
  • Order Fulfillment
  • Clerical Support
  • Multi-Task Management
  • Typing proficiency
  • Administrative Support
  • Client Relations
  • Conflict Mediation
  • Report Transcription

Accomplishments



**Awards and Recognitions:**
- **Customer Service Excellence Award (Year)**:
- Recognized for consistently exceeding customer satisfaction targets.
- Demonstrated exceptional problem-solving skills in resolving complex customer issues.
- Received positive feedback from customers for providing personalized and efficient service.

- **Team Player of the Quarter (Year)**:
- Collaborated effectively with colleagues to streamline processes and improve service delivery.
- Actively participated in team training sessions, contributing to the development of product knowledge and service skills.
- Played a key role in maintaining a positive team morale and fostering a supportive work environment.

- **Top Performer Award (Year)**:
- Achieved highest customer service rating among peers for consecutive months.
- Implemented proactive measures to anticipate customer needs and preemptively address concerns.
- Received commendation from management for consistently achieving service level agreements.

- **Service Excellence Champion (Year)**:
- Led initiatives to enhance customer experience, resulting in a noticeable increase in customer satisfaction scores.
- Mentored new team members, sharing best practices and fostering a culture of continuous improvement.
- Served as a liaison between customers and management, providing valuable insights for service enhancement strategies.

Timeline

Customer Service Representative

Verizon
01.2023 - Current

Remote Support Specialist

Comcast
03.2018 - 12.2022

Client Success Associate

At&t
09.2014 - 02.2018

Customer Support Specialist

Teleperformance
01.2013 - 08.2014

High School Diploma -

Woodlawn Leadership Academy

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Gekera Smith