SHERI SMITH
Norfolk,VA
Summary
Experienced and hard working professional with strong organizational and leadership skills. A professional with the ability to navigate challenges and drive operational performance and growth.
Overview
16
16
years of professional experience
Work History
Manger
L &C Janitorial Services
Norfolk, VA
01.2019 - Current
- As an L&C employee, my primary duties are operational efficiency and ensuring quality service
- Some HR duties include interviewing potential employees, scheduling , payroll.
- Administrative duties, order supplies, handle client contract, insurance and worker compensation documents
- Often tasked with ensuring we have enough labor and products allocated on job sites to keep costs down and stay on budget
- Prioritize jobs according to business needs, scheduling conflicts and time
- Managed at least 10 employees on any give day depending on the work load
- Trained and mentored staff on best practices for cleaning procedures and safety protocols.
- Reviewed job sites after completion, for overall performance and to make sure clients were satisfied
- Maintained positive customer relations by addressing problems head-on and implementing solutions for success
Operations Specialist
Cox Communications
Chesapeake, VA
10.2014 - 06.2018
- Received high volume inbound calls daily from customers' and technicians onsite to assist with equipment installation, and helpdesk technical support
- Closely monitored dispatch board to triage work orders and reroute technicians through out the city
- Monitored network outages and trends to advise technicians so that they meet scheduled timeframes
- Utilized data analytics to identify and resolve customer issues and improve overall performance.
- Implemented best practices and process improvements to boost field technician performance through surveys
Customer Advocate Representative /Tier 2 Technical
Cox Communications
1341 Crossways Blvd Chesapeake VA 23320
03.2010 - 10.2014
- Facilitated customer interactions regarding challenging situations with poise and professionalism, consistently achieving first-call resolution metrics.
- Guided customers through initial installation and setup of Cox Communication services.
- Recorded customer concerns and resolutions in company database to enhance
Education
Bachelor of Science - Interdisciplinary Studies
Old Dominion University
Norfolk, VA05-2000
General Diploma - Accounting
Maury High School
Norfolk, Va06-1994
Skills
Customer service/ Leadership experience
Detail oriented/ Good communication skills
Time management Meeting deadlines and SLA
Exceptional at multi-tasking multiple projects
Strong problem and analytical skills
Strategic thinker
Focused and determined
Timeline
Manger
L &C Janitorial Services
01.2019 - Current
Operations Specialist
Cox Communications
10.2014 - 06.2018
Customer Advocate Representative /Tier 2 Technical
Cox Communications
03.2010 - 10.2014
Bachelor of Science - Interdisciplinary Studies
Old Dominion University
General Diploma - Accounting
Maury High School