Summary
Overview
Work History
Education
Skills
Timeline
Generic

Naudia Smith

chicago,United States

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

2
2
years of professional experience

Work History

Customer Experience Specialist

Ugh
11.2020 - 12.2021
  • Maintained extensive knowledge of company products to recommend items aligned with customer needs.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
  • Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
  • Handled over 50-100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

Customer Service Representative

TTEC
07.2019 - 08.2020
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Answered average of 50-100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

Education

General Studies

Bogan Technology
Chicago, IL
06.2002

Skills

  • Team Management Experience
  • Client Relationships
  • Ability to Be Flexible
  • Customer Experience Improvement
  • Customer Relationship Management
  • Conflict Resolution Techniques
  • Call Control
  • Customer Loyalty
  • Calm and Professional Under Pressure
  • Client Inquiries
  • Call Volume and Quality Metrics
  • First-Tier Technical Support
  • Order and Refund Processing
  • Understanding Customer Needs
  • Data Communications

Timeline

Customer Experience Specialist

Ugh
11.2020 - 12.2021

Customer Service Representative

TTEC
07.2019 - 08.2020

General Studies

Bogan Technology
Naudia Smith