JaNey Smith
West Monroe,LA
Summary
Results-driven Customer Support Professional with over ten years of experience in technical assistance and relationship management. Expertise in troubleshooting and delivering tailored solutions that enhance customer satisfaction and retention. Skilled in security operations, report writing, and multitasking, consistently performing well in high-pressure environments.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Security Control Room Operator
Marksman
Rayville, Louisiana
06.2026 - Current
- Operated security software and systems to manage alarm and access control functions.
- Monitored security cameras to identify and respond to suspicious activity.
- Responded to medical emergencies, fire alarms or intrusion alarms, following emergency response procedures.
- Maintained detailed logs of all events occurring within the control room environment.
- Monitored and documented security guard activities, including patrol routes and times.
- Reviewed guest identification and employee credentials to authorize entry onto premises.
Customer Success Consultant
BC Forward
12.2023 - 05.2026
- Educated customers on available services and solutions to enhance retention and satisfaction.
- Achieved performance standards for quality, productivity, and customer experience, contributing to overall customer retention and satisfaction.
- Delivered technical support for account management and service inquiries via phone, chat, and email, ensuring timely resolution and customer satisfaction.
- Maintained comprehensive customer records and case documentation within CRM systems to facilitate effective follow-up and service continuity.
- Troubleshot internet connectivity, Wi-Fi performance, routers, modems, and device issues efficiently.
Technical Customer Care Representative
Concentrix
Remote
06.2021 - 12.2023
- Assisted customers with troubleshooting procedures and technical resolutions, enhancing their understanding and satisfaction
- Provided technical support for internet, networking, and device-related issues, ensuring efficient resolutions in a fast-paced environment
- Utilized multiple applications simultaneously to document interactions and resolve issues efficiently
- Escalated advanced technical issues while ensuring seamless customer experience and satisfaction throughout the process
- Consistently maintained high customer satisfaction and first contact resolution rates
Inside Sales & Support Representative
Conduent
04.2019 - 06.2021
- Guided customers through sales cycle, delivering product education and account support to enhance customer experience
- Executed outbound follow-up calls and cultivated customer relationships, contributing to retention initiatives
- Organized customer information and sales activities in CRM software to streamline sales processes
- Supported team goals through strong communication, professionalism, and adaptability
- Demonstrated success in a fast-paced, goal-oriented environment focused on performance and results
Client Relationship Coordinator
Coast Professional Inc.
West Monroe, USA
10.2017 - 04.2019
- Coordinated with internal teams to facilitate prompt issue resolution and enhance customer satisfaction
- Delivered account support and customer service for high-volume inbound inquiries
- Addressed customer concerns regarding services, billing, and account management
- Consistently achieved quality assurance and customer satisfaction targets
- Maintained accurate records and documentation across multiple software platforms
Education
Bachelor of Science - Computer And Information Sciences, Marketing
Grambling State University
Grambling, LA01-2021
High School Diploma -
Bastrop High School
Bastrop, LA01-2012
Skills
- Surveillance monitoring
- Security systems integration
- Incident reporting
- Threat assessment
- Technical support
- Wi-Fi support
- Device support
- Salesforce proficiency
- Technical documentation
- Attention to detail
- Critical thinking
- Professional leadership
- Customer retention
Certification
- CompTIA A+ Certification
- Certified Inside Sales Professional (CISP)
- Microsoft Customer Service Fundamentals
Timeline
Security Control Room Operator
Marksman
06.2026 - Current
Customer Success Consultant
BC Forward
12.2023 - 05.2026
Technical Customer Care Representative
Concentrix
06.2021 - 12.2023
Inside Sales & Support Representative
Conduent
04.2019 - 06.2021
Client Relationship Coordinator
Coast Professional Inc.
10.2017 - 04.2019
Bachelor of Science - Computer And Information Sciences, Marketing
Grambling State University
High School Diploma -
Bastrop High School