Jamie Smith
Selah,WA
Summary
Accomplished and exceptionally adaptable professional with a rare combination of technical expertise, financial services experience, supervisory capability, analytical discipline, and high-stakes operational experience. Career experience includes U.S. Air Force meteorology, corrections, banking, technical support, e-commerce operations, and high-volume customer service. Trusted to work with sensitive information, investigate complex issues, interpret policies, maintain meticulous records, and make sound decisions in environments where accuracy and professionalism matter. An accomplished communicator who can translate complex information into clear, practical guidance for customers, colleagues, leadership, and the public. Equally comfortable working independently, collaborating across teams, or stepping into a challenging situation that requires immediate judgment and resolution. Brings a proven ability to learn complex systems quickly, remain composed under pressure, and deliver accurate, thoughtful results—making a strong candidate for administrative, legal, financial, higher education, government, and other professional office environments.
Overview
25
25
years of professional experience
Work History
Call Center Service Representative/Supervisor
Costco
Yakima, Washington
09.2015 - 03.2026
- Provided high-volume customer support for Costco e-commerce orders, assisting members with order status, shipping, returns, refunds, payments, and product-related inquiries.
- Resolved complex customer issues efficiently while maintaining a high standard of service and protecting the Costco member experience.
- Assisted customers with online purchases, website navigation, account concerns, order modifications, and delivery-related issues.
- Supervised and supported representatives by answering questions, providing real-time guidance, and assisting with escalated customer interactions.
- Monitored team performance and productivity metrics to help meet service-level, quality, and customer satisfaction goals.
- Coached representatives on customer service techniques, e-commerce procedures, policies, and effective problem resolution.
- Handled escalated and sensitive customer concerns, using sound judgment to determine appropriate resolutions while following company policies.
- Collaborated with internal departments and support teams to investigate order, billing, shipping, and fulfillment issues.
- Maintained accurate documentation of customer interactions and ensured timely follow-up on unresolved issues.
- Adapted quickly to changing procedures, promotions, systems, and e-commerce policies in a fast-paced call center environment.
- Demonstrated strong knowledge of Costco's e-commerce operations and member-focused service standards.
- Helped identify recurring customer and process issues and communicated trends to leadership to support improvements in team performance and customer experience.
Call Center Service Representative
Arvato Bertelsmann
Yakima, Washington
04.2015 - 09.2015
- Provided remote banking support to Ally Bank customers, assisting with account inquiries, transactions, payments, transfers, and general account servicing.
- Verified customer identities and account information while following strict security, privacy, and banking procedures.
- Assisted customers with deposits, withdrawals, transfers, payments, account maintenance, and other day-to-day banking needs through remote service channels.
- Resolved complex account and transaction issues by researching customer accounts, identifying discrepancies, and determining appropriate solutions.
- Handled sensitive financial and personal information with a high degree of confidentiality, accuracy, and professionalism.
- Educated customers on banking products, account features, online banking tools, and available self-service options.
- Investigated and resolved transaction discrepancies, payment concerns, and account-related issues while maintaining a strong focus on customer satisfaction.
- Documented customer interactions and financial service requests accurately in accordance with established procedures and regulatory requirements.
- Identified potential fraud, suspicious activity, and security concerns and followed appropriate escalation procedures.
- Managed a high volume of customer interactions while maintaining accuracy, efficiency, and adherence to service and quality standards.
- Communicated complex financial information clearly to customers with varying levels of banking knowledge.
- Collaborated with internal banking teams to research escalated issues and ensure timely resolution of customer concerns.
Call Center Representative
IBEX Global
Bend, Oregon
06.2014 - 01.2015
- Provided technical support to Apple customers for iPhone, iPad, iPod, and iOS-related hardware, software, and connectivity issues.
- Diagnosed and resolved a wide range of technical problems, including device performance, software updates, Apple ID issues, connectivity, applications, settings, and account-related concerns.
- Guided customers through step-by-step troubleshooting and technical procedures while adapting explanations to varying levels of technical knowledge.
- Assisted customers with device setup, configuration, data management, software updates, and optimization of Apple devices and services.
- Utilized structured troubleshooting and diagnostic techniques to identify root causes and determine effective resolutions.
- Resolved complex technical issues while maintaining a high level of customer service, professionalism, and patience.
- Educated customers on iOS features, device functionality, security settings, and best practices to improve their overall product experience.
- Documented customer interactions, troubleshooting steps, and resolutions accurately within support systems.
- Escalated unresolved or specialized technical issues to appropriate support teams while ensuring customers understood the next steps.
- Managed high-volume technical support interactions while maintaining quality, productivity, and customer satisfaction standards.
- Stayed current on iOS updates, Apple products, features, and troubleshooting procedures to provide accurate and effective technical assistance.
- Translated complex technical concepts into clear, easy-to-understand instructions for non-technical customers.
Call Center Representative
Faneuil
Martinsville, Virginia
10.2012 - 04.2014
- Provided customer service and account support to travelers regarding electronic toll transactions on express toll facilities in the Washington, D.C. metropolitan area.
- Assisted customers in understanding toll charges, transaction details, payment options, account requirements, and applicable policies.
- Researched individual toll transactions and account histories to identify discrepancies, resolve billing concerns, and determine appropriate resolutions.
- Educated travelers on electronic tolling procedures, payment requirements, account management, and methods for avoiding future toll violations or unexpected charges.
- Handled high-volume customer interactions involving billing disputes, toll inquiries, payment issues, and account concerns while maintaining professionalism and accuracy.
- De-escalated frustrated customers by listening carefully, explaining policies clearly, and identifying appropriate solutions within established guidelines.
- Processed and updated customer account information while maintaining accuracy and protecting sensitive personal and payment information.
- Navigated multiple systems and databases simultaneously to research transactions, verify customer information, and document resolutions.
- Applied established policies and procedures consistently while exercising sound judgment when resolving unique or complex customer situations.
- Escalated disputed transactions and complex account issues when additional research or authorization was required.
- Maintained detailed and accurate documentation of customer interactions, transaction inquiries, and resolutions.
- Consistently balanced efficiency, accuracy, compliance, and customer satisfaction in a fast-paced service environment.
Corrections Officer
Dillwyn Correctional Center
Dillwyn, Virginia
09.2005 - 06.2008
- Maintained safety and security within a correctional facility by monitoring incarcerated individuals, housing units, common areas, and facility activities.
- Enforced institutional rules, regulations, policies, and procedures consistently while maintaining professionalism and sound judgment.
- Conducted security checks, inmate counts, searches, inspections, and routine patrols to identify and address potential safety or security concerns.
- Responded to disturbances, conflicts, emergencies, and other critical incidents while following established protocols and maintaining situational awareness.
- Utilized verbal communication and de-escalation techniques to manage confrontational situations and resolve conflicts safely and effectively.
- Supervised and monitored inmate movement, recreation, visitation, meals, medical appointments, and other authorized activities.
- Prepared detailed and accurate reports documenting incidents, observations, rule violations, searches, injuries, and other significant events.
- Maintained professional communication with incarcerated individuals, coworkers, supervisors, medical personnel, and other facility staff.
- Conducted searches of individuals, living areas, and facility spaces to identify unauthorized items and maintain institutional security.
- Recognized behavioral changes, potential conflicts, and safety risks and took appropriate action to prevent incidents from escalating.
- Responded appropriately to medical emergencies, security incidents, alarms, and other situations requiring immediate intervention.
- Maintained confidentiality when handling sensitive information regarding incarcerated individuals, facility operations, and security matters.
- Demonstrated sound judgment and emotional composure while working in a high-stress, highly regulated environment.
- Completed required documentation and followed chain-of-command procedures when reporting incidents or requesting assistance.
- Worked collaboratively with fellow officers and facility personnel to maintain a safe, secure, and orderly institutional environment.
Meteorologist/Military
United States Air Force
Barksdale AFB, Louisiana
07.2001 - 05.2004
- Analyzed atmospheric conditions and meteorological data to produce accurate weather forecasts supporting Air Force personnel, aircraft operations, and mission planning.
- Monitored weather patterns, satellite imagery, radar data, observations, and numerical weather models to identify developing and potentially hazardous conditions.
- Prepared and communicated short- and long-range weather forecasts, warnings, advisories, and operational weather information to military personnel and decision-makers.
- Provided timely weather briefings to commanders, aircrews, airfield personnel, and other mission-critical stakeholders to support operational planning and risk management.
- Interpreted complex meteorological data and translated technical information into clear, actionable guidance for personnel with varying levels of technical expertise.
- Maintained continuous situational awareness of rapidly changing atmospheric conditions and adjusted forecasts as new data became available.
- Identified potentially hazardous weather—including severe thunderstorms, lightning, strong winds, icing, turbulence, low visibility, and extreme temperatures—and communicated associated operational risks.
- Supported aviation and military operations by assessing weather impacts on flight safety, training activities, equipment, personnel, and mission objectives.
- Utilized meteorological instruments, computer-based forecasting systems, satellite products, radar, observational data, and weather models to conduct detailed analysis.
- Maintained accurate meteorological records, observations, forecasts, and operational documentation in accordance with Air Force standards and procedures.
- Worked effectively in a high-tempo, mission-critical environment where accuracy, timeliness, attention to detail, and sound judgment were essential.
- Coordinated with other weather personnel, operational units, and leadership to ensure timely dissemination of critical weather information.
- Applied scientific principles, analytical reasoning, and pattern recognition to evaluate atmospheric conditions and develop informed forecasts.
- Briefed senior leadership and operational personnel on current and forecast weather conditions, potential hazards, and anticipated mission impacts.
- Maintained professional composure and made time-sensitive decisions in situations where changing environmental conditions could directly affect personnel safety and mission success.
Education
Associate of Arts - Business
Liberty University
Lynchburg, VA06-2012
Skills
- Administrative & Office Operations: Records management, data entry, document preparation, information processing, account maintenance, scheduling, case/task tracking, file organization, and administrative support
- Customer & Public Service: Professional communication, customer service, member/student support, conflict resolution, de-escalation, active listening, needs assessment, and handling sensitive or difficult inquiries
- Financial & Account Services: Account servicing, payment processing, transaction research, billing inquiries, financial information, account reconciliation, discrepancy resolution, and handling sensitive financial data
- Records & Documentation: Detailed report writing, case documentation, transaction documentation, incident reporting, accurate recordkeeping, data verification, and maintaining confidential information
- Policy & Compliance: Interpreting and consistently applying policies and procedures, regulatory compliance, privacy and security practices, risk awareness, escalation procedures, and maintaining confidentiality
- Research & Problem Solving: Investigating discrepancies, researching account and transaction histories, analyzing information from multiple sources, identifying root causes, resolving complex issues, and exercising sound judgment
- Technical & Systems: Computer proficiency, database navigation, CRM/customer service platforms, online account systems, troubleshooting, software and hardware support, multi-system workflows, and rapid adoption of new technologies
- Communication: Professional written and verbal communication, technical explanations, customer education, presentations and briefings, information gathering, and communicating complex information clearly to diverse audiences
- Leadership & Training: Employee coaching, mentoring, real-time support, performance monitoring, escalation management, training, team collaboration, and supervisory support
- Analytical Skills: Data analysis, pattern recognition, attention to detail, forecasting, critical thinking, situational awareness, and making timely decisions based on incomplete or changing information
- High-Pressure Operations: Crisis response, prioritization, multitasking, time-sensitive decision-making, maintaining composure in stressful situations, and working effectively in highly regulated environments
- Confidentiality & Professionalism: Handling sensitive personal, financial, medical, security, and institutional information with discretion and professionalism
- Technology & Customer Support: Technical troubleshooting, device and software support, account access assistance, system navigation, and translating technical information into user-friendly instructions
- Interpersonal Skills: Empathy, patience, adaptability, diplomacy, accountability, professionalism, cultural awareness, and building rapport with individuals from diverse backgrounds
Timeline
Call Center Service Representative/Supervisor
Costco
09.2015 - 03.2026
Call Center Service Representative
Arvato Bertelsmann
04.2015 - 09.2015
Call Center Representative
IBEX Global
06.2014 - 01.2015
Call Center Representative
Faneuil
10.2012 - 04.2014
Corrections Officer
Dillwyn Correctional Center
09.2005 - 06.2008
Meteorologist/Military
United States Air Force
07.2001 - 05.2004
Associate of Arts - Business
Liberty University