Summary
Overview
Work History
Education
Skills
Websites
Certification
Licenses
Timeline
Generic

Kelisha Smith

Summary

Organized and dependable Customer Relationship Manager. Successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals with a proven track record of leadership.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Realtor

Exp Realty
03.2023 - Current
  • Assisted buyers with finding ideal homes by assessing needs, requirements, and budgets.
  • Advised and informed prospective clients on current market activities and conditions.
  • Resolved client concerns related to home purchases to maintain high satisfaction ratings.
  • Completed property walkthroughs before completing deals to uphold accuracy in listings and appraisals.
  • Wrote contracts to outline sales and purchases of properties.
  • Negotiated deals.
  • Liaised between buyers and sellers to establish favorable prices and negotiate contract terms.

Account Manager, Inside Sales

SPRITUAL GLAM
01.2021 - 03.2023
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
  • Built relationships with customers and community to promote long term business growth.

Sr. Account Manager

SAGE
06.2019 - 10.2020
  • Generated revenue through add-on sales, upgrades to existing accounts, migration to additional products, and training and professional services Handled all disputes to completion. Processed all credit card payments for SaaS , accounting, and payroll accounts.
  • Addressed inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals; generated over 100 sales leads within 2 months.
  • Developed an understanding of the unique needs of each customer in account base to increase penetration and get deeper and wider inside of each account to meet revenue targets.
  • Used Knowledge Center Support (KCS) methodologies to efficiently resolve issues.
  • Recognized additional opportunities for Sage Solutions to benefit customers' business needs.
  • Documented each customer contact using the contact tracking systems in a clear, concise and understandable format.
  • Handled escalated unresolved customer issues with all pertinent information included, to appropriate resources for resolution.
  • Stayed current on technical and business knowledge in all assigned applications, as well as support processes and procedures.

Resolution Expeditor

THE HOME DEPOT
12.2014 - 06.2019
  • Provided excellent customer service by actively listening and asking discovery questions to determine the best resolution.
  • Took inbound communication from both internal and external customers and business partners via telephone, e-mail, social network and/or letters.
  • Identified, categorized, and resolved root causes of customer issues including technical support on installations and parts inquiries.
  • Prepared legal documents, processed credit card payments and resolved payment disputes and charge backs.
  • Took ownership of customer issues and provided complete beginning to end issue resolution by utilizing resources available.
  • Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
  • Planned production schedules, taking employee production rates, company needs and seasonal changes into account.

Interior Designer/ Project Manager

BET
03.2014 - 12.2014
  • Interior Designer for The Game and Being Mary Jane show
  • Set up scenes for the next set to be filmed for the TV shows
  • Made the sets come to life with interior design/ decorating expertise.

Sr. Account Manager

AT&T
06.2005 - 07.2013
  • Handled customer questions, complaints, and billing inquiries with professionalism to resolve each issue
  • Demonstrated cross sell product initiatives by suggesting bundling opportunities for landline, DSL, U-Verse and wireless services
  • Identified customer needs by listening and creating best bundles leading to increased customer retention and product sales
  • Consistently met goals, deadlines, and quotas
  • Activated new customer accounts, suggested and sold additional services to existing accounts, and processed payments
  • Resolved customers' issues and disputes and identified new opportunities for introducing additional products and services
  • Handled all chargebacks
  • Interacted with multiple online systems while speaking with customers
  • Troubleshot repair issues with landline phones, DSL, U-Verse, and wireless.

Education

Business Major -

Albany State University
Albany, GA

Skills

  • B2B Customer Relationship Building
  • Customer Relationship Management
  • Problem Solving
  • Business Development
  • SaaS/ Accounting/ Payroll
  • Real Estate Sales Person
  • Sales/ Customer Retention/ Charge backs
  • Card Processing
  • SAP CRM Software/ Microsoft Teams / Vista / Windows 10
  • Strong verbal and written communication skills
  • Account Management
  • Microsoft Office: Word, Excel, PowerPoint, Outlook

Certification

  • Certified Master Life Coach, Transcendent Life Coaching Institute, Atlanta, GA, 2020
  • Certified Anger Management Consultant, Transcendent Life Coaching Institute, Atlanta, GA, 2020
  • Certified Ordained Officiant, Transcendent Life Coaching Institute, Albany, GA, 2020
  • Sales Person License, Georgia Real Estate Commission, Atlanta, GA, 2023

Licenses

Sales Person License, Georgia Real Estate Commission, Atlanta, GA, 2023

Timeline

Realtor

Exp Realty
03.2023 - Current

Account Manager, Inside Sales

SPRITUAL GLAM
01.2021 - 03.2023

Sr. Account Manager

SAGE
06.2019 - 10.2020

Resolution Expeditor

THE HOME DEPOT
12.2014 - 06.2019

Interior Designer/ Project Manager

BET
03.2014 - 12.2014

Sr. Account Manager

AT&T
06.2005 - 07.2013

Business Major -

Albany State University

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Kelisha Smith