Hope Smith
Mobile
Summary
Diligent employee skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Support Consultant
MCI Communications
10.2023 - 01.2025
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined client onboarding process with effective communication and timely follow-ups.
- Consistently met or exceeded performance metrics, demonstrating a strong commitment to customer success.
- Provided empathetic support to customers during challenging situations, leading to increased trust and loyalty.
Recruiter
Fletcher Associates
05.2023 - 01.2024
- Operated and maintained applicant tracking and candidate management systems.
- Coordinated schedules to arrange management interviews with applicants.
- Studied job descriptions and qualifications to determine applicant requirements.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
Shift Supervisor
StarBucks
09.2020 - 05.2023
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
Customer Support Team Lead
Envision Pharmacies
11.2019 - 04.2020
- Managed a team of customer support representatives, ensuring consistent quality in service delivery.
- Mentored new hires for seamless integration into the customer support team.
- Implemented effective escalation procedures to promptly address urgent or complex customer concerns.
- Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
Dog Bather
PetSmart
12.2018 - 04.2019
- Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
- Performed pet intake to gain necessary information concerning health, behaviors, potential allergies, and other details to provide complete records and methods of owner contact.
- Demonstrated efficiency in managing multiple appointments simultaneously while maintaining high-quality results.
- Optimized scheduling system by recognizing peak hours and adjusting appointment slots accordingly.
Sale Associate & Display Coordinator
Flea Market Comics
06.2015 - 01.2016
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Analyzed customer data to identify trends and anticipate customer needs.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Spearheaded successful marketing campaign, creatively utilizing social media platforms.
Education
High School Diploma -
Baker High School
03.2018
Skills
- Software troubleshooting
- Complaint handling
- Customer service excellence
- Multitasking and organization
Certification
- Microsoft Certification, 02/01/15
- Microsoft Software Studies Certification, 02/01/15
- Photoshop Certification, 04/01/16
- Level 1 Coding Certification, 09/01/17
Contact
Mobile, AL 36608
Languages
English
French
Education
Mobile, AL
Personal Information
Title: Experienced Supervisor
Timeline
Customer Support Consultant
MCI Communications
10.2023 - 01.2025
Recruiter
Fletcher Associates
05.2023 - 01.2024
Shift Supervisor
StarBucks
09.2020 - 05.2023
Customer Support Team Lead
Envision Pharmacies
11.2019 - 04.2020
Dog Bather
PetSmart
12.2018 - 04.2019
Sale Associate & Display Coordinator
Flea Market Comics
06.2015 - 01.2016
- Microsoft Certification, 02/01/15
- Microsoft Software Studies Certification, 02/01/15
- Photoshop Certification, 04/01/16
- Level 1 Coding Certification, 09/01/17
High School Diploma -
Baker High School
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