Regina Smith
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
34
34
years of professional experience
Work History
Customer Service Supervisor
WS Audiology- Hear USA
07.2024 - Current
- Oversee day-to-day operations of the department, ensuring seamless coordination between members of the care team.
- Coached and mentored team members to achieve professional growth and improved performance.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Provide guidance and motivation to Customer Service and Sales Support
- Conduct Quality Audits to ensure policy and procedure compliance.
- Completed bi-weekly payroll for 30+ employees.
Call Center Team Lead
WS Audiology- Hear USA
01.2014 - 05.2023
- Train new hire employees (Systems, Processes and Procedures)
- Assist in the hiring process and conduct interviews
- Lead the team key improvement indicators by development and coaching.
- Assist in scheduling inbound and outbound Hearing Aid Evaluations with Audiologists
- Observe the agents demeanor, technical accuracy, and conformity to company policies
- Proficiency using Microsoft Dynamics CRM and InContact telephony systems
- Provide guidance and motivation to Customer Service and Sales Support
- Conduct Quality Audits to ensure policy and procedure compliance
Patient Care Manager
One Source Medical Supply
12.2010 - 10.2013
- Managed diabetic medical supplies department
- Review Eligibility for Medicare and Commercial insurance patients
- Providing professional and personalized support on products and services
- Prepare files and paperwork for Medicaid and Medicare audits
- Verify the professional licenses
- Follow all HIPAA guidelines
Customer Service Rep
Amazon Herb Co
12.2007 - 09.2010
- Inbound Call Center data entry of orders for natural rainforest dietary supplements
- Perform other customer service duties as assigned
- Data entry
Human Resources Assistant- Kimley Horn & Associates
Ultimate Staffing (Temp Agency)
12.2006 - 12.2007
- Responsible for providing administrative support to the Human Resources manager in such areas as personnel, payroll and benefits with the ability to maintain confidentiality
- Compiled employee records from individual departments to maintain central files.
- Answering incoming calls on multi-line phone system
- Schedule appointments, meetings and conferences
- Checked references for potential candidates.
Recruiter Assistant
Randstad Staffing (Temp Agency)
11.2002 - 01.2006
- Various general administrative functions performed
- Coordinated schedules to arrange management interviews with applicants.
- Answering incoming calls on multi-line phone system
- Made qualifying calls to new and existing clients
- Performed prescreening functions for new applicants
- Process and collect information for payroll for new and existing talent
Customer Service Rep / Finance Account I
Office Depot Headquarters
07.1997 - 09.2000
- Inbound Call Center for office supply delivery orders
- Finance Account I responsible for reviewing credit card applications and pulling credit reports from Duns & Brad to apply a line of credit
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
Production Operator
Motorola Inc
09.1991 - 01.1997
- Set up and adjusted machines for day-to-day operations.
- Inspected final products for defects and flaws using proper QA procedures.
- Soldering of beeper components
- Complied with company and OSHA safety rules and regulations.
Education
High School Diploma -
Palm Beach Gardens High
Palm Beach Gardens, FL05-1991
Skills
- Active Listening
- Work Ethic
- Employee schedule management
- Teamwork
- Interpersonal Skills
- Excellent oral and written communication skills
- Excellent customer service skills
- Moderately skilled in Microsoft Office (Excel, PowerPoint and Word), QuickBooks, AS400 and CRM
- Time Management
- HIPAA
- Payroll (ADP, Dayforce, and UKG)
- Experienced In-Office, Hybrid and Remotely
- Virtual Collaboration
Timeline
Customer Service Supervisor
WS Audiology- Hear USA
07.2024 - Current
Call Center Team Lead
WS Audiology- Hear USA
01.2014 - 05.2023
Patient Care Manager
One Source Medical Supply
12.2010 - 10.2013
Customer Service Rep
Amazon Herb Co
12.2007 - 09.2010
Human Resources Assistant- Kimley Horn & Associates
Ultimate Staffing (Temp Agency)
12.2006 - 12.2007
Recruiter Assistant
Randstad Staffing (Temp Agency)
11.2002 - 01.2006
Customer Service Rep / Finance Account I
Office Depot Headquarters
07.1997 - 09.2000
Production Operator
Motorola Inc
09.1991 - 01.1997
High School Diploma -
Palm Beach Gardens High
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