Jo Smith-Simons
Salem,OR
Summary
Results-oriented Customer Service Lead specializing in complaint resolution and project management. Enhances customer experiences while improving operational efficiency. Manages direct and escalated requests effectively, demonstrating strong research, communication, and problem-solving skills. Committed to driving productivity through analytical and management expertise.
Overview
2
2
Languages
17
17
years of professional experience
Work History
Customer Service Lead
Chemawa Mini Storage
Salem, OR
2018.01 - Current
- Answered phone inquiries and managed customer check-ins for new rentals, ensuring smooth onboarding experience. Processed payments and resolved complaints, escalating significant issues to management for timely resolution. Performed computer work to keep rental records accurate. Conducted regular inspections of lot, maintaining cleanliness and organization to enhance customer satisfaction. Prepared vacant units for rental by clearing out belongings. and implemented lock changes.
- Supervised customer service team to ensure quality assistance and support.
- Trained new staff on best practices in customer interaction and service protocols.
- Resolved customer inquiries and complaints efficiently to maintain satisfaction levels.
Office Manager
Northwest Superior Painting
Salem, OR
2014.08 - 2026.01
- Supported business owner in daily operations and project management, streamlining processes to improve overall workflow.
- Executed estimates and billing using QuickBooks, facilitating timely payments and enhancing cash flow.
- Administered payroll for employees through ADP, ensuring compliance with regulations.
- Processed banking deposits to maintain accurate financial records.
- Led painting projects from initiation to completion for residential and commercial clients, ensuring high-quality results and customer satisfaction.
Office Manager & RV Technician
All RV & Equipment Service
Wilsonville, Oregon
2014.08 - 2017.10
- Supported owner in daily operations, enhancing office efficiency.
- Managed banking deposits and withdrawals as required to maintain financial accuracy.
- Answered phone calls and greeted customers, ensuring positive first impressions.
- Drafted work orders and updated customers on project progress, improving communication.
- Delivered parts to repair technicians, facilitating timely access to necessary components., ensuring timely delivery of necessary components.
- Assisted with RV maintenance tasks including roof repairs, flooring installation, caulking, and painting.
Tow Truck Dispatcher
Southern Cal Towing
Reseda, California
2009.04 - 2013.02
- Responded to emergency calls, prioritizing urgent towing needs for timely support.
- Coordinated towing requests, assigning drivers to reduce response times.
- Facilitated communication between drivers and customers to improve service clarity.
- Collaborated with law enforcement to ensure safe vehicle recovery operations.
- Operated tow truck during late-night shifts to ensure prompt service., covering shifts after hours.
- Conducted weekly meetings with drivers to boost morale and team cohesion.
Education
Associate of Arts - Interpreting Training/ Sign Language
Antelope Valley College
Lancaster, CA2013-06
Skills
- Customer relationship management
- Complaint resolution
- Customer data management
- Billing management
- Service coordination
- Team leadership
- Team development
- Operational support
- Customer relations
- Team coordination
Languages
English
Professional
American Sign Language
Limited
Timeline
Customer Service Lead
Chemawa Mini Storage
2018.01 - Current
Office Manager
Northwest Superior Painting
2014.08 - 2026.01
Office Manager & RV Technician
All RV & Equipment Service
2014.08 - 2017.10
Tow Truck Dispatcher
Southern Cal Towing
2009.04 - 2013.02
Associate of Arts - Interpreting Training/ Sign Language
Antelope Valley College