Juliana Smith
Elizabethtown,Kentucky
Summary
- With several years of Customer Service experience, I apply myself to achieve the best professional and business environment for my business associates and customers.
- Highly Reliable
- Excellent Communication Skills
- Detail Minded
- Outstanding Listening Skills
- Confident Decision Maker
- Work Well with Others
Overview
37
37
years of professional experience
Work History
Production (Electrode Pressing)
Blue Oval SK
Elizabethtown , Kentucky
2024.02 - 2024.08
- Performed quality control checks on all materials produced.
- Provided assistance with troubleshooting any issues related to reproduction equipment.
- Researched new techniques or technologies that could improve efficiency or reduce costs.
- Trained other staff members on how to use the reproduction equipment safely and effectively.
- Collaborated with other departments regarding design specifications for printed materials.
- Managed daily operations of high-volume reproduction equipment, ensuring timely completion of projects.
- Enforced health and safety protocols in the reproduction area to ensure a safe working environment.
Department Assistant III
Elizabethtown Community and Technical College
Elizabethtown , Kentucky
2024.03 - 2024.02
- Gathers information from students to understand and evaluate individual circumstances; interprets relevant policies, procedures, and guidelines to determine the best course of action
- Refers student to the appropriate department for further assistance as necessary
- Provides comprehensive customer service in a high volume and challenging, fast-paced environment
- Processes registration requests, class additions, and/or withdrawals from students via the telephone or email in person
- Provides information to students regarding the availability of classes, enrollment and class status, and location of campuses/centers and classes
- Answers calls, responds to requests, and refers students to appropriate resources for information on a breadth of topics including but not limited to Advising, New Student Orientations, Financial Aid, and Testing
- Provide information to students regarding college academic programs, along with general comprehensive college information as requested
- Maintain knowledge of the job placement platform and help students utilize Handshake or similar software
- Other duties as assigned by the Supervisor.
- Coordinated with other departments to ensure smooth workflow processes.
- Handled incoming calls from customers regarding services or products offered by the company.
- Responded to emails from customers in a timely manner.
- Ensured compliance with company policies and procedures.
- Identified areas where efficiency could be improved within the department.
- Performed data entry into various databases used by the organization.
- Resolved customer inquiries in a professional manner.
- Maintained positive working relationship with fellow staff and management.
- Handled incoming calls and directed callers to appropriate department or employee.
- Received and distributed mail, letters and packages.
- Offered reception coverage to relieve staff during absences or breaks.
- Answered phones and routed voicemails to respective employees.
- Assisted organizational efforts by filing, entering data and answering phones.
Department Assistant II
Elizabethtown Community and Technical College
Elizabethtown , Kentucky
2017.03 - 2023.03
- Responsibilities will include but are not limited to: Serves as a receptionist – greets visitors, manages the college call center phone, distributes mail, etc
- Assists walk-in students with resolving issues such as PeopleSoft, Blackboard, class problems, etc
- Assists walk-in students with Applying, Setting Up Accounts, creating necessary testing tickets, and managing flow to the next step
- Schedule appointments for advisors and manage walk-ins to get to the next available advisor
- Coordinates new applicant calls with application status – Assign out to work study
- Coordinates and assigns advisors for new and returning students
- Supervises 1-2 work-study positions
- Performs general clerical and support duties such as data entry, preparing correspondence, copying, creating reports, filing, etc
- Assist with registration
- Other duties as assigned by the supervisor
- Handled incoming calls from customers regarding services or products offered by the company.
- Responded to emails from customers in a timely manner.
- Ensured compliance with company policies and procedures.
- Collaborated with other departments to optimize workflow processes.
- Performed data entry into various databases used by the organization.
- Resolved customer inquiries in a professional manner.
- Maintained positive working relationship with fellow staff and management.
- Handled incoming calls and directed callers to appropriate department or employee.
- Received and distributed mail, letters and packages.
- Maintained front desk to provide positive first impression.
- Offered reception coverage to relieve staff during absences or breaks.
Call Center Specialist
Elizabethtown Community and Technical College
Elizabethtown , Kentucky
2011.04 - 2016.01
- Answering general information for 9 offices
- Answered an estimated 150 student relations calls per day
- Assist students and offices with mailing and emailing necessary documentation needed for student’s academic success
- Conveyed in a reassuring manner, step by step instructions to resolve application issues
- Adhered to college policies and procedures while ensuring students personal privacy
- Recipient of Two ECTC Shining Star Awards
- Answered incoming calls promptly and professionally.
- Provided customer service to callers, including resolving issues and answering inquiries.
- Maintained accurate records of customer interactions and transactions.
- Identified customers' needs, clarified information, researched every issue and provided solutions.
- Operated telephone systems to respond to incoming calls and transferred calls accordingly.
- Greeted customers warmly and ascertained problem or reason for calling.
- Resolved customer complaints via phone, email, mail or social media.
- Developed strong relationships with customers by providing personalized attention and services in a timely manner.
- Utilized computer technology to handle high call volumes efficiently.
- Provided feedback on the efficiency of the customer service process.
- Attended regular training sessions to improve knowledge of products and services offered by the organization.
- Actively participated in team meetings discussing new strategies for enhancing overall customer experience.
- Demonstrated ability to remain calm during challenging situations with difficult customers.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Maintained strong call control and quickly worked through scripts to address problems.
- Offered resolutions to de-escalate calls and solve customer issues.
- Consulted with customers to resolve service and billing issues.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Manger
Rose’s Department Store
Elizabethtown , Kentucky
1987.08 - 1992.07
- In charge of front of store operation, check-out lanes and layaway merchandise
- Answered inbound calls in support of customer needs
- Responsible for customer service cash drawer and checkout monetary support
- Deal with all customers’ complaints and problems
- Alert for theft and loss prevention of store property
- Multi-tasking
Department Manger
Rose’s Department Store
Elizabethtown , Kentucky
- Organizing department and store merchandise
- Instructing employees with proper task assignments
- Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
- Collaborated with other departments to ensure smooth flow of operations across multiple teams.
- Provided technical support as needed when troubleshooting issues related to equipment or software.
- Reviewed existing processes regularly for potential opportunities for automation or efficiency gains.
- Handled shift overstock, restocking and inventory control.
- Performed opening and closing duties as part of management team and handled cash management.
- Utilized excellent math skills to maintain accurate inventory levels.
Education
BACHELOR OF BUSINESS ADMIN BUS ADM-GENERAL BUSINESS AREA -
Morehead State University
12.2022
Associate Arts Degree -
Elizabethtown Community College
05.2002
Elizabethtown High School
05.1986
Some College (No Degree) - Adult And Higher Education
Morehead State University
Morehead, KYPhi Theta Kappa Member -
Elizabethtown Community College
Dean’s List -
Elizabethtown Community College
Skills
- Proofreading
- Document Scanning
- File Management
- Color Correction
- Deadline-oriented
- Health and safety compliance
- Cross-Functional Teamwork
- Strong communication abilities
- Problem-Solving
- Relationship Building
- Problem-solving abilities
- Interpersonal Communication
- Self Motivation
- Multitasking
- Professionalism
- Excellent Communication
- Teamwork and Collaboration
- Reliability
- Organizational Skills
- Effective Communication
- Decision-Making
- Active Listening
- Adaptability and Flexibility
References
- Judy Akers, Elizabethtown Community and Technical College, Director of Assessment and Advising, 270-706-8701
- Teresa Brown, Director of Accessibility, 270-706-8455
- Dr. Corina Langford, Dean of Student Affairs, 270-706-8444
Timeline
Department Assistant III
Elizabethtown Community and Technical College
2024.03 - 2024.02
Production (Electrode Pressing)
Blue Oval SK
2024.02 - 2024.08
Department Assistant II
Elizabethtown Community and Technical College
2017.03 - 2023.03
Call Center Specialist
Elizabethtown Community and Technical College
2011.04 - 2016.01
Customer Service Manger
Rose’s Department Store
1987.08 - 1992.07
Department Manger
Rose’s Department Store
BACHELOR OF BUSINESS ADMIN BUS ADM-GENERAL BUSINESS AREA -
Morehead State University
Associate Arts Degree -
Elizabethtown Community College
Elizabethtown High School
Some College (No Degree) - Adult And Higher Education
Morehead State University
Phi Theta Kappa Member -
Elizabethtown Community College
Dean’s List -
Elizabethtown Community College
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