Joseph Anthony Smith
Norcross,GA
Summary
Results-driven professional with a strong background in customer service and the financial industry. Excels in delivering exceptional service to clients and building long-lasting relationships. Consistently achieves and exceeds targets by utilizing effective communication and problem-solving skills. Leverages industry knowledge to provide strategic solutions and contribute to the overall success of the organization.
Overview
28
28
years of professional experience
Work History
Customer Service / Overnight Attendant
Patio Laundry
Peachtree Corners, GA
06.2021 - Current
- Responsible for maintaining a clean and organized store. Duties include sweeping, washing, sanitizing public areas of the business as well as daily maintenance of the washers and dryers-ensuring the best working potential and reducing fire hazards by cleaning and clearing dispensers, filters, and lint traps.
- Guiding and supporting new associates through his/her new role as laundry attendant.
- Assisting patrons with the operation of the Laundry Card system at both the kiosk and machines. Aiding with obtaining a new card, checking the balance, adding funds, seeing recent activity, recovering lost cards, and explaining the benefits of the system.
- Supporting the Customer Wash and Fold Drop Off service by reducing overflow and preventing longer wait times while guaranteeing customer satisfaction with an on or before pickup time.
- Continually expanded knowledge of industry best practices through ongoing training opportunities to enhance job performance over time.
- Contributed to a positive team atmosphere among co-workers by communicating effectively and offering support when needed.
Customer Service /Telesales Representative
Comcast/NBC Universal
Alpharetta, GA
06.2016 - 02.2018
- Responsible for achieving monthly sales quotas by successfully upgrading current Xfinity customers by adding additional features and benefits.
- Significantly increasing company profits and providing an outstanding customer experience with exceptional service and upselling of quality products.
- Recognized as a top telesales agent, exceeding sales goals for July 2016 (175.00%), August 2016 (114.63%), and September 2016 (178.95%).
- Strengthened brand reputation by delivering exceptional service during each interaction with clients.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Increased sales by effectively identifying customer needs and presenting tailored solutions.
- Opened new accounts and documented personal, demographic, and payment information in system.
Customer Service Representative
Prisco/Printers’ Service
Atlanta, GA
09.2014 - 05.2016
- The first point of contact between company operations and the Southwestern U.S. sales force.
- Accountable for negotiating customer pricing and maximizing company profits while maintaining quality and adhering to policy.
- In charge of recording and analyzing customer purchases and applying information to future sales. Reviewing customers purchase history and buying trends to forecast future sales and ensuring product availability.
- Arranging timely ground and/or air transport for large, national accounts stock orders and supplies while adhering to the specific guidelines and regulations of the Department of Transportation, the company, and the customer.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Finance Department Customer Service Representative (Contractor)
City of Alpharetta
Alpharetta, GA
10.2013 - 05.2014
- Managing the annual renewal and issuing of business licenses city-wide. Ensuring each business has secured valid and correct documentation according to local, state, and federal laws.
- Collaborating with upper management, and citizens to resolve inquiries regarding tax reductions, exemptions, and Senior discounts. Forwarding processed traffic citations, utility payments, and disputes to the appropriate city division.
- As the first point of contact, in charge of assisting the public with general questions, providing information, and resolving any issues within a single interaction. Other administrative duties and functions, as necessary.
Risk Analyst
Cynergy Data, LLC
Alpharetta, GA
07.2012 - 09.2013
- Generated reports, monitoring, and mitigating risk exposure on merchant accounts.
- Reviewing accounts for fraudulent activities or approvals that violate verification procedures which may have a negative monetary impact on the customer or the company.
- Accountable for contacting the cardholders and the issuing bank for verification of information and documentation supplied and other pertinent information regarding the transaction(s) in question.
- Managing risks associated with flagged transactions and adhering to Visa/Mastercard regulations, PCI compliance, and a minimum chargeback rate.
Customer Service Trainer & Representative, Inside Sales Assistant
Luxottica Group
Port Washington, NY
02.2005 - 05.2011
- Responsible for training and development of customer service agents. Successfully improving their skill set and adhering to the standards set by the company. Ensuring call center quality assurance through coaching and assessment.
- Assisted and supported remote retail stores and optometrists with sales orders, returns, and general customer service functions; responsible for providing an exceptional, one -on-one customer experience.
- Collaborated with internal and external departments within the company to organize off-site events. Maximizing the premium brands’ marketing and showcasing the luxury and house brands for retail sales nationwide.
- Consistently received positive feedback from trainees regarding the clarity and relevance of instruction provided during each session.
- Improved customer satisfaction ratings by developing and implementing tailored training curriculums for various departments.
- Evaluated the effectiveness of current training methods, making adjustments as necessary to better align with company objectives and goals.
Administrative Assistant
Top Notch Staffing Solutions
Melville, NY
01.2003 - 02.2005
- As a contracted employee, duties included: bookkeeping, accounts receivable, developing databases containing relevant information for employee-only access, as well as updating and storing the files.
Administrative Assistant
Delaware North Parks Services
Wantagh, NY
01.1997 - 01.2002
- Seasonal employee at Delaware North Parks Services from 1997 to 2002 at Jones Beach State Park, Wantagh, NY, as an Administrative Assistant with duties including configuring daily sales reports, cash management and reconciliation, internal auditing, and producing New York State Revenue reports.
Education
Associate of Arts - Computer Technology & Liberal Arts
Nassau Community College
Garden City, NYundefined
St. Joseph’s College
Patchogue, NYSkills
- Administrative Support: Detail-oriented with finely tuned analytical skills Adept at performing essential clerical duties, including front-of-house administrator, reception, bookkeeping A/R, creating and updating databases, maintaining employee files, and configuring daily sales and state revenue reports
- Customer Service: Friendly and engaging with proven strengths in communication and rapport building Successfully provide customer service to a diverse client base, demonstrating professionalism to generate strong rates of satisfaction Familiar with the operations of a high volume, fast-paced, and face-to-face customer interaction business
- Technical Skills: Proficient in major business applications, including AS 400, SAP, Sales Force, TSYS, Windows and Microsoft Office (Word, Excel, Outlook, PowerPoint, Page Maker, ClarisWorks); familiarity with magnetic strip/chip card readers and the credit card payment processing industry Highly motivated with an ability to learn and utilize new software applications and database systems
- Additional Strengths: Ability to lead within a team environment with experience in training customer service agents and ensuring quality assurance; strong written and verbal skills
Timeline
Customer Service / Overnight Attendant
Patio Laundry
06.2021 - Current
Customer Service /Telesales Representative
Comcast/NBC Universal
06.2016 - 02.2018
Customer Service Representative
Prisco/Printers’ Service
09.2014 - 05.2016
Finance Department Customer Service Representative (Contractor)
City of Alpharetta
10.2013 - 05.2014
Risk Analyst
Cynergy Data, LLC
07.2012 - 09.2013
Customer Service Trainer & Representative, Inside Sales Assistant
Luxottica Group
02.2005 - 05.2011
Administrative Assistant
Top Notch Staffing Solutions
01.2003 - 02.2005
Administrative Assistant
Delaware North Parks Services
01.1997 - 01.2002
Associate of Arts - Computer Technology & Liberal Arts
Nassau Community College
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St. Joseph’s College