Ian Smith
Bullhead City,AZ
Summary
Customer service professional with track record of enhancing customer satisfaction through effective communication and problem resolution. Highly adaptable, ensuring smooth operations even in dynamic environments. Known for collaboration, reliability, and strong interpersonal skills, contributing to team success.
Overview
8
8
years of professional experience
Work History
Rural Mail Carrier
USPS
10.2019 - Current
- Distributed mail on foot to residences and businesses, delivering to approximately 950 customers per shift
- Communicated customer complaints, requests and feedback to company management for swift resolution
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
- Helped customers by carrying oversized parcels inside residences
- Developed strong relationships with rural customers through consistent communication and exceptional service quality.
- Utilized USPS technology tools effectively to track packages accurately throughout the delivery process.
Jr Account Manager
Gaspar Insurance Services
06.2022 - 12.2022
- Update Coverage information for renewals, new business, and/or endorsements
- Supported account management team during peak periods by stepping in as needed, demonstrating flexibility and adaptability under pressure.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Assist with reporting claims and providing claim status to customers while keeping status records in Microsoft excel
- Provided exceptional customer service, leading to numerous positive testimonials from clients.
- Performed clerical duties when needed
- Served as an essential point of contact between clients and internal teams, facilitating clear communication channels that expedited project timelines.
Detention Officer
Mohave County Sheriffs
08.2018 - 05.2019
- Made rounds at specified intervals and conducted head counts and roll calls.
- Responded swiftly to emergency situations with appropriate use of force when necessary to protect both inmates'' well-being and facility security.
- Improved facility safety by performing thorough inspections of cells, common areas, and property for contraband or damage.
- Enforced resident behavior management protocols and wrote incident reports for infractions
- Conducted security checks of inmates and living areas.
- Contributed to a positive work culture among fellow officers by offering assistance when needed, promoting teamwork, and actively participating in team-building exercises.
Cashier
Walgreens
07.2018 - 08.2018
- Performed cash, card, and check transactions to complete customer purchases.
- Greeted customers entering store and responded promptly to customer needs.
- Inspected items for damage and reported issues to supervisor to return unsalable merchandise and obtain replacements for customers
- Answered questions about store policies and concerns to support positive customer experiences
- Built relationships with customers to encourage repeat business.
Customer Account Representative
Rent-A-Center
04.2017 - 04.2018
- Achieved client loyalty through consistent quality, productivity, service and proactive management
- Identified potential customers and evaluated market potential
- Optimized sales volume by managing accounts and building rapport
- Managed and grew key customer accounts, including contract review, production scheduling and customer engineering support
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Leveraged industry trends in customer industries and marketplaces to shape value-added solutions and approaches for key audiences
Customer Service Representative
Focus Services
10.2016 - 04.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Developed highly empathetic client relationships and earned a reputation for exceeding sales goals
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns
- Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention
Education
High School Diploma -
River Valley High School
Mohave Valley, AZ01.2016
Skills
- Proficient in MS Office
- Computer-savvy
- File and record maintenance
- Ethical standards of conduct
- Remote support
- Strong lead development skills
- Teamwork and collaboration
- Customer service
- Cash handling
Timeline
Jr Account Manager
Gaspar Insurance Services
06.2022 - 12.2022
Rural Mail Carrier
USPS
10.2019 - Current
Detention Officer
Mohave County Sheriffs
08.2018 - 05.2019
Cashier
Walgreens
07.2018 - 08.2018
Customer Account Representative
Rent-A-Center
04.2017 - 04.2018
Customer Service Representative
Focus Services
10.2016 - 04.2017
High School Diploma -
River Valley High School
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