Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jacquetta Smith

New York

Summary

Adept at leveraging expertise in Zoho CRM system and building rapport, I significantly enhanced customer satisfaction at Anchor Health & Wellness Center. My background spans customer service, security, and administrative support, consistently exceeding service goals through strategic problem-solving and quality assurance controls.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Anchor Health & Wellness Center
NY
02.2024 - Current
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Oversaw warranty counseling process to manage expense controls.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Supported sales team members to drive growth and development.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Mentored junior team members and managed employee relationships.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.

Security Officer

Parks and Recreation Department
Nyc
05.2023 - Current
  • Reported safety hazards for remediation response.
  • Completed incident reports to record security or loss prevention incidents.
  • Investigated all reported incidents of theft or vandalism on premises.
  • Monitored entrances and exits for unauthorized personnel or prohibited items being brought onto premises.
  • Monitored building and property entrances and exits to detect intrusions and protect assets.
  • Guarded restricted areas to prevent unauthorized entry.
  • Provided assistance to other departments as needed such as deliveries from vendors or contractors.
  • Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
  • Assisted in the development and implementation of security policies and procedures.
  • Adhered to post orders while maintaining a visible presence around the property.

Sales/Lead Customer Service Representative

HOMBOM Toys
New York
01.2023 - 05.2024
  • Managed and retained existing client accounts.
  • Reduced process lags by training employees on best practices and protocols.
  • Recognized security risks to properly handle situations.
  • Maximized sales by keeping areas tidy, fully stocked and correctly priced.
  • Recruited, hired and trained new hires to optimize profitability.
  • Posed as models for advertising, artistic creation and display of goods.
  • Created reports and presentations on weekly sales performance to senior management.
  • Maintained relationships with existing clients by providing product updates and information.
  • Maintained attractive merchandise displays to maximize purchases.
  • Assisted in strategic planning and setup of merchandise displays to promote target products and attract customer traffic.
  • Provided training sessions for new employees on sales techniques, procedures.
  • Maintained well-stocked and organized sales floor with latest merchandise to drive sustained sales revenue.
  • Produced sales documents, finalized deals and filed records.
  • Reviewed customer data to determine potential new markets and target customers.
  • Made outbound sales calls to contact prospective leads, using effective communication skills.

Customer Service Representative

National Express New Dawn Transit
NYC
01.2017 - 04.2021
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Oversaw warranty counseling process to manage expense controls.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Strengthened customer retention by offering discount options.
  • Supported sales team members to drive growth and development.

Administrative Assistant

Cookies Department Store
NYC
04.2018 - 04.2019
  • Compiled data from various sources into organized reports for review by management team.
  • Executed on-time, under-budget projects by solving complex issues for senior leadership.
  • Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
  • Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
  • Sorted and distributed incoming faxes, letters and emails for office distribution.
  • Directed customer inquiries to appropriate department personnel.
  • Raised funds by organizing multiple events and diligently managed details to meet deadlines.
  • Reduced financial discrepancies by accurately analyzing and managing customer orders and invoices for various Fortune 500 companies.
  • Updated contact lists regularly when changes occur in employee status or contact information.
  • Proofread content for typo-free emails and documentation.
  • Responded to customer issues to provide immediate resolution and improve retention.
  • Coordinated catering services for various functions, including sales trainings and department meetings.
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
  • Greeted visitors and provided general information about the company.
  • Coordinated travel arrangements and completed expense reports for travel reimbursement.
  • Scheduled appointments between clients and customers and internal staff members.
  • Developed and maintained filing systems for confidential documents and records.

Security Officer

NYC Department of Parks and Recreation
NYC
07.2014 - 11.2016
  • Reported safety hazards for remediation response.
  • Completed incident reports to record security or loss prevention incidents.
  • Investigated all reported incidents of theft or vandalism on premises.
  • Monitored entrances and exits for unauthorized personnel or prohibited items being brought onto premises.
  • Monitored building and property entrances and exits to detect intrusions and protect assets.
  • Guarded restricted areas to prevent unauthorized entry.
  • Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
  • Assisted in the development and implementation of security policies and procedures.
  • Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
  • Observed patrons and customers to quickly address security situations.
  • Screened visitors and employees for weapons and contraband with hand wands and metal detectors.
  • Addressed problems quickly and reported clear information while working under minimal supervision.
  • Detected emergency situations through keen listening and close observation to respond appropriately to alarms.
  • Inspected fire extinguishers to ensure they were properly charged and operational.
  • Reviewed guest identification and employee credentials to authorize entry onto premises.

Education

Associate of Science - Clinical Medical Assistance

Garden State Science And Technology Institute
Jersey City, NJ
05-2026

Skills

  • Scheduling
  • Complaint resolution
  • Account updating
  • Building rapport
  • Courteous demeanor
  • Customer relations
  • Executive management support
  • Report preparation
  • Product education
  • Quality assurance controls
  • Inbound and outbound calling
  • Office equipment proficiency
  • Zoho CRM system proficiency
  • Call center operations
  • Shipping and receiving
  • Customer relationship management (CRM)
  • Opening and closing accounts
  • Network troubleshooting
  • Routing protocols
  • IP addressing
  • VPN configuration
  • Windows system administration
  • Windows Systems
  • Windows OS support
  • Domain name system
  • Broadcast systems development

Certification

CPR Certified.

Certification in Youth Development Programming.

Certification in Youth and Technology.

Certification in HIPAA.

Certified Mandated Reporter.

Certification In Puberty and Adolescence

Timeline

Customer Service Representative

Anchor Health & Wellness Center
02.2024 - Current

Security Officer

Parks and Recreation Department
05.2023 - Current

Sales/Lead Customer Service Representative

HOMBOM Toys
01.2023 - 05.2024

Administrative Assistant

Cookies Department Store
04.2018 - 04.2019

Customer Service Representative

National Express New Dawn Transit
01.2017 - 04.2021

Security Officer

NYC Department of Parks and Recreation
07.2014 - 11.2016

Associate of Science - Clinical Medical Assistance

Garden State Science And Technology Institute

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Jacquetta Smith