Qiana Smith
Dallas,GA
Summary
Dependable Service Coordinator with track record of success in leading and developing peers to accomplish goals and drive performance. Ability to set a clear vision and direction for the team with an initiative-taking mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in demanding environments. Balancing multiple responsibilities without sacrificing quality by executing strategic focus,and time management abilities. Devoted to giving everyone internal or external, a positive and memorable experience.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Applicant Services Program Specialists/IA
FEMA
07.2024 - Current
- Evaluated the eligibility of disaster survivors for assistance.
- Ensured compliance with FEMA regulations and policies for the IHP program for participating survivors.
- Participate in meetings with peers and supervisors to identify and resolve trends noted, problems, concerns, and agency updates.
- Perform thorough, full case reviews and follow-ups on documentation needed for assistance by utilizing NEMIS and CARS applications.
- Assisted and mentored other IA team members on various tasks directed by leadership to fulfill mission and goals.
- Identified areas where improvements can be made in order to increase efficiency of operations.
- Recommended modifications or additions of existing processes based on best practices or industry standards.
- Reviewed applications for accuracy and completeness prior to submission for further processing.
Customer Support and Services/Customer Service Coordinator
Southwest Airlines
Atlanta, GA
05.2016 - Current
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Serves as a Service Coordinator by taking escalated calls and providing an additional source of support for all internal and external customers in conflicts.
- Developed strategies for improving customer experience with the organization's services.
- Complaint Resolution Official responsible for handling and resolving escalated disability calls.
- Serves as an active peer mentor for new hires and experienced peers in need of assistance in all areas.
- Serves as a floorwalker and aide for visually impaired customer representatives.
- Serves as a Care Team Member by providing our people, resources, and our hearts to meet the immediate needs of customers, families, employees, and communities affected by aircraft accidents or catastrophic events.
Customer Service Representative Agent
Gap Direct
Rocklin, CA
08.2014 - 06.2015
- Utilized computer systems to track orders, research accounts and troubleshoot customer concerns.
- Identified sales opportunities through cross-selling initiatives while providing excellent customer service.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Assistant Team Lead
Target
Sacramento, CA
05.2007 - 08.2012
- Assisted in training new employees on company policies and procedures.
- Monitored team members to ensure they followed safety protocols and procedures.
- Developed strategies to improve team productivity, efficiency, and customer service standards.
- Ensured compliance with all relevant laws, regulations, and guidelines applicable to the job duties.
- Maintained a safe work environment by monitoring staff adherence to safety rules and regulations.
- Created reports detailing project status updates for management review.
- Conducted weekly meetings with the team to discuss progress of projects, any issues that may have arisen, and brainstorm solutions as needed.
Private Home Caregiver
In Home Supportive Services
Sacramento, CA
10.2003 - 08.2012
- Assisted clients with activities of daily living such as bathing, dressing and grooming.
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
- Educated families about available resources for home health care services in the local community.
- Maintained clean and well-organized environment for client happiness and safety.
Education
1 1/2 years in Business and Computer Science -
American River College
Sacramento, CASkills
- Effective leadership skills
- Meticulous
- Exceptional communication & conflict resolution
- Excellent work ethic
- Proficient in Microsoft Word, Excel, Outlook, and PowerPoint
- Analytical thinking
- Improvement Plan Knowledge
- Logistics coordination
- Process Improvement
- Project Planning
- Group discussion facilitation
- Job Skill Building
- Critical thinking
- Database Management
- Performance Management and Employee Development
- Team motivator
Certification
Lean Six Sigma Yellow Belt Certified 2018
- The DMAIC (Define, Measure, Analyze, Improve, Control) framework
- Mentorship and Coaching
- Time Management and Organization
National Career Readiness Certificate 2015
- Earned Platinum award for Applied Mathematics
- Earned Platinum award for Reading for Information
- Earned Gold award for Locating Information
Computer Business Technology Certificate 2002
Culinary Arts & Hospitality Certificate 2000
Accomplishments
- Recognized as CS&S Leading Performer 2022,2023,2024
- Mentored and developed over 20 employees, helping them achieve and excel company goals within 1 year
- 100k club award for salles and revenue growth 2016-2019
- SME (Subject Matter Expert) for various operations applications in Aviation
References
References available upon request.
Timeline
Applicant Services Program Specialists/IA
FEMA
07.2024 - Current
Customer Support and Services/Customer Service Coordinator
Southwest Airlines
05.2016 - Current
Customer Service Representative Agent
Gap Direct
08.2014 - 06.2015
Assistant Team Lead
Target
05.2007 - 08.2012
Private Home Caregiver
In Home Supportive Services
10.2003 - 08.2012
1 1/2 years in Business and Computer Science -
American River College
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