Kendal Smith
Frederick,MD
Summary
Customer-focused professional with over 10 years of experience in Customer Support, operations management, and client relations. Proven ability to troubleshoot issues, resolve customer concerns, and improve satisfaction in fast-paced environments. Experienced working with booking and reservation SaaS platforms and handling high-volume customer interactions via phone and email. Seeking a full-time remote Account Specialist role where I can support clients, build relationships, and drive retention.
Overview
15
15
years of professional experience
Work History
Customer Account Specialist
J&J Trash Service
Mount Airy, MD
09.2023 - Current
- Provide high-quality Customer Support to residential and commercial accounts via phone and email
- Troubleshoot service issues such as missed pickups, billing discrepancies, and scheduling conflicts, ensuring timely resolution
- Manage customer accounts, including service setup, updates, and cancellations
- Maintain accurate customer records and perform data entry in company systems
- Coordinate with operations/drivers to resolve service concerns and improve customer satisfaction
- Handle billing inquiries, process payments, and assist with account balances
- Build strong client relationships to support retention and long-term satisfaction
General Manager
Days Inn Hotel
Frederick, MD
02.2020 - 08.2023
- Directed daily operations for a 25-person team, setting and enforcing service standards to ensure a consistently high-quality guest experience
- Resolved escalated customer issues, turning negative experiences into positive outcomes and improving retention and review scores
- Streamlined guest communication processes across phone and email, increasing response efficiency and professionalism
- Managed accounts receivable and payable, improving on-time payments and strengthening financial accuracy
- Executed operational initiatives that boosted occupancy rates and drove revenue growth
Assistant Manager
Days Inn Hotel
Frederick, MD
05.2015 - 02.2020
- Supported hiring, onboarding, and training across departments, improving team efficiency
- Acted as escalation point for customer support issues, ensuring fast resolution
- Collaborated on process improvements that enhanced service delivery and guest satisfaction
- Analyzed guest feedback data to identify improvement areas, driving service enhancements.
- Managed vendor relationships, negotiating contracts for supplies and services to reduce costs effectively.
Front Desk Agent
Days Inn Hotel
Frederick, MD
06.2011 - 05.2015
- Delivered high-volume customer support in a fast-paced environment via phone, email, and in-person interactions
- Managed reservations using hotel booking SaaS systems, including creating, modifying, and canceling bookings
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Troubleshot reservation and billing issues, ensuring a smooth customer experience
Education
High School Diploma -
Gov. Thomas Johnson High School
Frederick, MDSkills
- Strong negotiation
- Client retention strategies
- Industry expertise
- Financial acumen
- Attention to detail
Timeline
Customer Account Specialist
J&J Trash Service
09.2023 - Current
General Manager
Days Inn Hotel
02.2020 - 08.2023
Assistant Manager
Days Inn Hotel
05.2015 - 02.2020
Front Desk Agent
Days Inn Hotel
06.2011 - 05.2015
High School Diploma -
Gov. Thomas Johnson High School