Hank Smith
Jacksonville
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Very passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
13
13
years of professional experience
Work History
Associate Lead With Keys
Petsmart
03.2024 - Current
- Enhanced team performance by providing regular coaching, guidance, and constructive feedback on individual and group tasks.
- Coordinated promotional events that drove increased foot traffic and ultimately boosted sales performance across all product categories.
- Managed opening and closing procedures, ensuring proper cash handling processes were followed consistently.
- Utilized analytical skills to identify sales trends and adjust merchandising strategies accordingly to capitalize on opportunities for growth.
Customer Service Representative
The Farmer's Dog
10.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Asked open-ended questions to determine which products or services would be best fit for customer's needs
- Remedied issues quickly and within parameters of company-mandated policies and procedures
- Documented all customer information accurately in computer system, providing dated notes for future reference
- Developed exemplary writing skills through continued correspondence with upwards of [Number] customers per day
Chat Support Representative
Gamestop Corp.
03.2022 - Current
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
Social Media Specialist
Arteza
11.2021 - 03.2022
- Strategized social media campaigns for clients, helping to meet goals and reach untapped potential customers
- Developed social media calendar, which included scheduling email blasts, social media posts, marketing campaigns and website updates
- Tracked and analyzed social media and online marketing initiatives
- Proofread online news items and assembled monthly e-newsletters
Social Media Specialist
Chewy.com
11.2017 - 11.2021
- Strategized social media campaigns for clients, helping to meet goals and reach untapped potential customers
- Developed social media calendar, which included scheduling email blasts, social media posts, marketing campaigns and website updates
- Tracked and analyzed social media and online marketing initiatives
- Proofread online news items and assembled monthly e-newsletters
Assistant Store Manager
PetSupermarket
02.2012 - 11.2017
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Compiled financial data to comply with budget
- Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses
Education
Bachelor of Arts - Graphic Design
Broward College
Fort Lauderdale, FL11.2017
Skills
- Customer services
- Professional telephone demeanor
- Key holder experience
- Escalation resolution
- Writing skills
- Web portals
- Training and mentoring
- Strategic sales knowledge
Accomplishments
- Utilized outstanding writing skills to answer customer questions and help them find accurate resources.
- Provided effective solutions to customer complaints via online chat, helping to decrease the amount of customer service calls by 25%.
- Promoted to specialty teams for answering phone inquiries with poise and compassion over a 2-month period.
- Consistently ranked in the top 2% of customer service reps for quality and first contact resolutions.
Timeline
Associate Lead With Keys
Petsmart
03.2024 - Current
Customer Service Representative
The Farmer's Dog
10.2022 - Current
Chat Support Representative
Gamestop Corp.
03.2022 - Current
Social Media Specialist
Arteza
11.2021 - 03.2022
Social Media Specialist
Chewy.com
11.2017 - 11.2021
Assistant Store Manager
PetSupermarket
02.2012 - 11.2017
Bachelor of Arts - Graphic Design
Broward College
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