Kelly Smith
Racine,WI
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Racine Police Dept
04.2022 - 09.2025
- Resolved customer inquiries and concerns effectively, enhancing community trust in department services.
- Coordinated communication between citizens and law enforcement, ensuring clarity and prompt responses.
- Trained new staff on departmental protocols and customer service best practices, improving team performance.
- Managed high-volume calls while maintaining composure and professionalism during critical incidents.
- Collaborated with law enforcement personnel to address public safety issues reported by citizens.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Specialist/Supervisor
Walgreens
04.2014 - 06.2025
- Cash handling, supervised cashiers, opened and closed store as needed, handled customer complaints and inquiries, prepared daily deposits, Assisted in training and hiring of new employees.
Economic Support Specialist
Racine County
08.2018 - 08.2021
- Determined eligibility for state public assistance programs. Accurately entered client’s income and personal information, maintained high level of confidentiality, handled calls in an incoming call center environment, provided face to face assistance to clients.
Clerk III
Racine County
08.2018 - 08.2021
- Answer phones, Processed and filed paperwork and legal documents, Performed basic bookkeeping duties, Reroute calls to appropriate people, Answer inquiries about court related questions, entered information into CCAP.
Education
High School Diploma -
William Horlick High School
06.1995
Skills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Call center experience
- Computer proficiency
- Problem resolution
- Relationship building
- Complaint handling
- Conflict resolution
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Microsoft Office, Phoenix, Lexis Nexis, Tracs, Wams, Kids/Care
Timeline
Customer Service Representative
Racine Police Dept
04.2022 - 09.2025
Economic Support Specialist
Racine County
08.2018 - 08.2021
Clerk III
Racine County
08.2018 - 08.2021
Customer Service Specialist/Supervisor
Walgreens
04.2014 - 06.2025
High School Diploma -
William Horlick High School