Peta Smith
Snellville,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Proven track record of enhancing customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Etsy Shop Owner
Self Employed Web
02.2011 - Current
- Created, developed and grew two successful online retail businesses.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Studied market to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
- Consulted with customers to assess needs and propose optimal solutions.
- Enhanced product awareness by taking pictures of new and available product offerings and posting to company's website and media accounts.
- Packaged and shipped orders via USPS, UPS, AND FedEx while comparing costs to maximize profit.
- Employed prompt decision-making and in-depth research to resolve issues.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
Revenue Agent
Georgia Department Of Revenue (Call Center)
06.2010 - 02.2011
- Responded to taxpayer questions and helped individuals complete and file tax documentation.
- Responsible for providing accurate information to customers regarding their present and past tax returns.
- Thoroughly researched and documented any refund check discrepancies to determine the proper course of action.
- Maintained accurate computer and physical records of all daily investigations or inquiries that were made.
- Collaborated with the Director of the CTA Department and the Training Department to develop various strategies that would ultimately increase the efficiency in the handling of tax refunds, improve customer service, and increase customer satisfaction.
- Professionally negotiated and dealt with taxpayers in confrontational situations.
Promotional Brand Ambassador
Beloved Experiential Marketing Agency
12.2008 - 06.2010
- Increased brand awareness through event marketing, demonstrations, and brand promotion.
- Identified key high-traffic, consumer-centric locations and events to deliver brand awareness and implemented team test driving experiences.
- Communicated product information with confidence and educated consumers about the company.
- Set up and broke down promotional booths and tents, talked to potential customers and sought out potential locations for future successful promotional events.
Property Underwriter
American International Group Inc, AIG
12.2007 - 03.2008
- Thoroughly analyzed insurance proposals, historical data and financial information to determine whether an account was eligible to be quoted, and if so, under what terms and conditions.
- Prepared quote letters, binder agreements, and issued policy forms.
- Managed key producer/broker relationships through sales calls and face- to- face meetings to encourage both new business submission and the renewal of existing accounts.
- While responsible for managing 7 existing accounts worth over $3 million dollars in premium, successfully negotiated, quoted, and sold an additional $1 million in premium from new business accounts.
Compliance Analyst
American International Group, AIG
08.2005 - 12.2007
- Performed financial, operational, and compliance audits of various, service and operation centers to ensure each office was in compliance with internal AIG financial and operational policies and guidelines.
- Provided both oral and written audit reports to senior management outlining any areas found to be in violation and made recommendations for effective methods to permanently fix those areas.
- Held preliminary discussions with operating personnel when necessary to address any apparent deficiencies, verify the facts and to obtain explanations for such apparent deficiencies.
- Designed, developed, and facilitated effective training classes for worker’s compensation claims staff to assist with improvement in areas with regulatory issues, which resulted in a 44% failing score increasing to a 87% passing score.
- Played instrumental role in the development of a new audit software by making effective recommendations that allowed for the software to be more efficient, user friendly, and accurate.
- Stayed current with latest changes to applicable regulatory standards and company procedures.
Education
Bachelor of Science - Business Management
Georgia Institute of Technology (Georgia Tech)
Atlanta, GA12.2004
Skills
- Customer Relations
- Inventory management
- Professional telephone demeanor
- Creative problem solving
- Good listening skills
- Retail store support
- Retail materials management
- Complaint resolution
- Sales expertise
- Marketing and advertising
- Time management
- Branding
- Digital marketing
- Product Marketing
- Market Analysis
Timeline
Etsy Shop Owner
Self Employed Web
02.2011 - Current
Revenue Agent
Georgia Department Of Revenue (Call Center)
06.2010 - 02.2011
Promotional Brand Ambassador
Beloved Experiential Marketing Agency
12.2008 - 06.2010
Property Underwriter
American International Group Inc, AIG
12.2007 - 03.2008
Compliance Analyst
American International Group, AIG
08.2005 - 12.2007
Bachelor of Science - Business Management
Georgia Institute of Technology (Georgia Tech)
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