Dejanae Smith
Suwanee,GA
Summary
Customer-focused professional with 4+ years of experience delivering high-quality customer support in remote, high-volume environments. Proven ability to handle account inquiries, payment-related questions, and complex escalations while maintaining empathy and professionalism. Skilled in de-escalation, issue resolution, and cross-functional collaboration, with a strong interest in growing into an advanced customer advocacy or leadership role. Experienced with CRM platforms, Google Workspace, and Microsoft Office.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
KeyMe Locksmith
01.2024 - Current
- Provide frontline customer support for account inquiries, order status, and payment-related questions in a fast-paced remote environment
- Resolve complex customer concerns and escalations by identifying root issues and delivering effective, policy-aligned solutions
- Partner with internal operations and technical teams to troubleshoot order fulfillment and payment processing issues
- De-escalate dissatisfied customers through active listening, empathy, and clear communication
- Accurately document customer interactions, resolutions, and follow-ups using CRM systems
- Maintain a 98% customer satisfaction rating, recognized for problem-solving and professionalism
- Support customers across multiple communication channels while ensuring consistent service quality
Customer Care Associate
Minted
10.2022 - 01.2024
- Reviewed and resolved customer cases to ensure accuracy, compliance, and customer satisfaction
- Assisted customers with account questions and issue resolution while escalating complex cases as needed
- Demonstrated sound judgment when handling sensitive customer and financial information
- Collaborated with operations and quality teams to identify process gaps and improve workflows
- Delivered clear, empathetic communication to customers experiencing service issues or concerns
- Maintained detailed case notes and adhered to company policies and service standards
Enrollment Representative
High Achievement Inc
08.2015 - 08.2021
- Processed financial and personal information to determine eligibility for education and training programs
- Ensured strict compliance and data accuracy through quality control reviews
- Provided guidance and support to applicants while maintaining confidentiality
- Assisted with training and feedback for team members on accuracy and documentation standards
- Demonstrated attention to detail when managing high volumes of sensitive information
Education
Bachelor of Accounting - Accounting and Finance
Georgia State University
Atlanta, GA05-2028
Skills
- Financial analysis
- Customer service
- Data accuracy
- Problem solving
- Communication skills
- CRM software
- Customer Service & Call Center Support
- Account & Payment Assistance
- Escalation Resolution & De-escalation
- Customer Advocacy
- Remote Work Environments
- CRM Systems (Salesforce, HubSpot, internal tools)
- Google Workspace & Microsoft Office
- Documentation & Case Management
- Policy & Compliance Adherence
- Time Management & Multitasking
- Cross-Functional Collaboration
Timeline
Customer Service Representative
KeyMe Locksmith
01.2024 - Current
Customer Care Associate
Minted
10.2022 - 01.2024
Enrollment Representative
High Achievement Inc
08.2015 - 08.2021
Bachelor of Accounting - Accounting and Finance
Georgia State University