JaLisa Smith
Customer Service Represenative
Durham,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of post-secondary education
11
11
years of professional experience
Work History
Front End Processor
Spectraforce Technologies Inc.
Raleigh, NC
08.2020 - 01.2021
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Used automated mail processing equipment to sort and collate mail.
- Maintained energy and enthusiasm in fast-paced environment.
Customer Service Representative
NC Quick Pass
Morrisville, NC
10.2019 - 02.2020
- Assist customers with making payments and converting accounts so that can get transponders.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Boosted sales revenue by skillfully promoting diverse [Product or Service] options.
Sales Representative
Charter Communications
Morrisville, NC
05.2019 - 10.2019
- Assist customers with purchasing home services as well as mobile service.
- Brought Customer Satisfaction Index levels from unsatisfactory to levels acceptable to manufacturer.
- Built strong rapport with clients by understanding needs and clearly explaining products.
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
- Utilized professional sales techniques to persuasively communicate with clients.
Overnight Stocker
Harris
Durham, NC
10.2018 - 01.2019
- Unloaded the delivery truck and stocker the store.
- Designed and constructed advertising signs to attract customers and promote sales.
- Supported promotional plans by updating signage with price changes.
- Met incoming trucks and used forklifts to move pallets to staging areas.
- Observed safety protocols when transporting merchandise to different areas of store to alleviate item damage.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
Security Officer
Sunstates
Chapel Hill, NC
04.2015 - 08.2018
- Monitored central alarm systems for fire, intrusion and duress alarms and responded to [Number] emergencies weekly.
- Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors.
- Authorized entrance papers and granted or denied entrance to building.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Collaborated with area law enforcement and federal investigators to support safe fugitive apprehensions and coordinate investigations.
- Reported suspicious activities and persons to law enforcement.
Collection Agent
IBM Corporation
Morrisville, NC
10.2016 - 09.2017
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Assessed customer account histories to determine previous compliance with payment plans and loan terms.
Professional Fundraiser
Integral
, NC
12.2015 - 03.2016
- Outbound calling all across the USA to people who have donated before and some donating for the first time to invest their money into the presidential election.
Front desk clerk
Hilton Hotel
Raleigh, NC
08.2014 - 01.2016
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Maintained transaction security by verifying payment cards against identification.
- Kept accounts in balance and ran daily reports to verify totals.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Electronics Sales Associate
Walmart
Wake Forest, NC
10.2013 - 12.2014
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Displayed merchandise by arranging in appealing and orderly way to boost sales.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
- Fielded questions and solved problems by informing customers of current promotions and store policies.
Health Insurance Claims
Aetna
Cary, NC
12.2012 - 06.2014
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Paid or denied medical claims based upon established claims processing criteria.
Applecare Advisor
Apple
Raleigh, NC
07.2010 - 12.2011
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Monitored systems in operation and input commands to troubleshoot areas such as hardware and software.
- Processed over 100 support requests weekly for technical assistance on wide range of issues related to software and hardware.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Education
High School Diploma -
Knightdale High School
Knightdale, NC 03.2005 - 06.2009
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
ContractsExcellent customer serviceCustomer serviceDeliveryElectronicsInsuranceMoneyPurchasingQAReceivingTechnical supportPhone
Accurate money handling
Social perceptiveness
Opening and closing procedures
Problem-solving skills
Systems and software programs
Time management
Administrative support
Team Building
Operations
Goals and performance
Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Timeline
Front End Processor
Spectraforce Technologies Inc.
08.2020 - 01.2021
Customer Service Representative
NC Quick Pass
10.2019 - 02.2020
Sales Representative
Charter Communications
05.2019 - 10.2019
Overnight Stocker
Harris
10.2018 - 01.2019
Collection Agent
IBM Corporation
10.2016 - 09.2017
Professional Fundraiser
Integral
12.2015 - 03.2016
Security Officer
Sunstates
04.2015 - 08.2018
Front desk clerk
Hilton Hotel
08.2014 - 01.2016
Electronics Sales Associate
Walmart
10.2013 - 12.2014
Health Insurance Claims
Aetna
12.2012 - 06.2014
Applecare Advisor
Apple
07.2010 - 12.2011
High School Diploma -
Knightdale High School
03.2005 - 06.2009