Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hortezia Smith

Indianapolis,IN

Summary

Customer-focused Service Supervisor with qualifications in customer service, personal service, account management, staff development and team leadership. Superb conflict resolution and de-escalation abilities. Accomplished in delivering world-class service and improving customer interactions. Helpful Service Supervisor with over 10 years logistics experience. Friendly and personable with dedication to providing excellent customer and personal service. Outstanding verbal and written communication skills.

Overview

18
18
years of professional experience

Work History

Geo services supervisor

UPS
12.2020 - Current
  • Responsibilities as a Geo Supervisor includes investigating and resolving Employee Concerns, working Service NOW request, Onboarding new employees, managing Unemployment Claims and Hearings, working with the Operations team and approving Workday requests such as Employee transfers, promotions, etc.
  • Assisted with training and development of team members.
  • Handled customer complaints and inquiries.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Operation Management Specialist

UPS
11.2011 - 12.2020
  • Responsibilities as an OMS include printing driver reports, handling customer concerns, ordering office supply and any equipment needed for the operation, assigning pickups and monitoring drivers thru ODS On-road Dispatch system
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Gathered, organized and input information into digital database.

DOCK SUPERVISOR

UPS
07.2009 - 11.2011
  • As a Dock Sup I trained my pre-loaders on the Job Methods, to make sure they come to work prepared to work and properly dress for the job
  • Also monitored them to making sure they were working safe using the Safe Work Methods.
  • Implemented loading dock process and productivity improvements.
  • Communicated and coordinated with 3 departments to verify operational peak performance.
  • Reported and established key performance metrics to monitor and meet company goals.
  • Performed pre-shift and post-shift inspections of dock equipment.

DATA ENTRY CLERK/SORTER

UPS
02.2005 - 07.2009
  • Completed data entry tasks with accuracy and efficiency.
  • Organized, sorted, and checked input data against original documents.
  • Sorted documents and maintained organized filing process.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Resolved discrepancies in data entry activities for accurate, complete jobs.

Education

Associate of Science - Business

UNIVERSITY OF PHOENIX
08.2018

Skills

  • Emotional intelligence
  • Highly adaptable and able to work under pressure
  • Data Entry Skills
  • Cooperates and works well with others
  • Fast Learner
  • Customer Feedback
  • Employee Performance Reviews
  • Professional Relationships
  • Performance Feedback
  • Database Maintenance
  • Customer Care
  • Supervision
  • Collaborative Environments
  • Staff Training
  • Customer Service Management
  • Microsoft Office

Timeline

Geo services supervisor

UPS
12.2020 - Current

Operation Management Specialist

UPS
11.2011 - 12.2020

DOCK SUPERVISOR

UPS
07.2009 - 11.2011

DATA ENTRY CLERK/SORTER

UPS
02.2005 - 07.2009

Associate of Science - Business

UNIVERSITY OF PHOENIX

Similar Profiles

CREATE PROFILE
Hortezia Smith