Lori Martinez Smallwood
Waco,Texas
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
TTEC / United Health Care
10.2022 - Current
- Answer incoming communications from customers
- Conduct research to provide answers for customers to resolve their issues, knowledgeable, encouraging, supporting and present leadership
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Rep, Bilingual
Maximus Federal (Aidvantage, Department of Education)
03.2022 - 04.2022
- During training: laid off due to federal student loan repayment extension
- Collaborated with team members to improve overall response times and service quality.
Family Nanny
Lizzy Vera Roberts
05.2018 - 03.2019
- Organize and conduct age-appropriate recreational activities, such as games, arts and crafts, sports, walks, and play dates
- Model appropriate social behaviors and encourage concern for others to cultivate development of interpersonal relationships and communication skills
- Help develop or monitor family schedule
- Perform housekeeping and cleaning duties related to children's care
- Nurtured strong relationships with both parents and children based on trust, respect, empathy, and open communication lines.
- Supported families in maintaining household order by performing light housekeeping duties, meal preparation, and laundry tasks.
Preschool Teacher
Lakeshore Baptist Daycare
02.2012 - 05.2014
- Establish and enforce rules for behavior and procedures for maintaining order
- Organize and lead activities designed to promote physical, mental and social development, such as games, arts and crafts, music, storytelling, and field trips
- Attend to children's basic needs by feeding them, dressing them, potty training
- Provide a variety of materials and resources for children to explore, manipulate and use, both in learning activities and in imaginative play
- Developed weekly lesson plans and activities to engage children and promote learning.
- Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
Jail Booking Tech, Warrants Clerk
Mclennan County Sheriff’s Office
08.2004 - 09.2010
- Entered booking information for inmates
- Notarize certified warrants to place detainers on subject in other agencies
- Enter Juvenile, Child Support, Indictments, Protective Orders and all warrants assigned to Sheriff's office
- Warrants entered on local system and TCIC/NCIC
- Send teletypes to other agencies
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
- Handle telephone calls with the public, police agencies, and District Attorney regarding Warrants, Records, Transportation and Governor's Warrants
- Efficient and precise in Warrant entry due to 72 hour time limit for all warrants
- Close out cash/checks drawer at end of the day
- Fast learner due to constant changes in our departments
- Cross-Trained in Records Dept
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
Education
High School Diploma -
P.S.J.A North High School
Pharr, Texas01.1999
Skills
- Spanish speaking
- Communication skills
- Teamwork
- Inventory
- Positive, self motivated
- Efficient learner
- Administrative/Office/Clerical
- Organizational skills
- File/Records maintenance
- Adaptable
- Interpersonal
- Sorting and labeling
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
TTEC / United Health Care
10.2022 - Current
Customer Service Rep, Bilingual
Maximus Federal (Aidvantage, Department of Education)
03.2022 - 04.2022
Family Nanny
Lizzy Vera Roberts
05.2018 - 03.2019
Preschool Teacher
Lakeshore Baptist Daycare
02.2012 - 05.2014
Jail Booking Tech, Warrants Clerk
Mclennan County Sheriff’s Office
08.2004 - 09.2010
High School Diploma -
P.S.J.A North High School
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