Summary
Overview
Work History
Education
Skills
Timeline
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Renee Smith

McKinney,Texas

Summary

Dedicated customer service professional with strong verbal and written communication skills. Ready to apply analytical and problem-solving skills to help teams resolve customer complaints and foster long-term customer relationships. Confidently adjusts to changing situations and works well under pressure.

Overview

12
12
years of professional experience

Work History

Senior Business Development Analyst

Ribbon Communications
09.2018 - Current
  • Increased client base by developing and implementing targeted business development strategies.
  • Provide exceptional customer service, leading to increased referrals and repeat business opportunities.
  • Streamlined sales processes by automating manual tasks and improving efficiency in the sales funnel.
  • Identify potential customers in target markets.
  • Collaborate with cross-functional teams to develop innovative solutions, enhancing company offerings.

Customer Service Director

Zibby
08.2015 - 09.2018
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Devised recommendations to streamline and simplify customer support system and improve response time.
  • Streamlined call center operations for improved efficiency and reduced wait times.
  • Enforced adherence with company policies among customer service team members to maintain consistent service provision.

Workforce Management Manager

Rent A Center
02.2012 - 08.2015
  • Optimized schedules, forecasts and other tools to present to management.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Worked closely with other department supervisors to identify and address cross-functional challenges impacting service delivery, ensuring a seamless experience for customers.

Education

Bachelor of Science - Computer Science

Northeastern Illinois University
Chicago, IL

Bachelor of Science - Accounting And Computer Science

Letterkenny Institute of Technology
Donegal, Ireland

Skills

  • Call Center Management
  • Policy Enforcement
  • Escalation management
  • Service Improvement
  • Team Collaboration
  • Customer Engagement
  • Relationship Building
  • Customer Relationship Management
  • Team training and development
  • Hiring and Training
  • Negotiation and Conflict Resolution
  • Employee Coaching and Mentoring

Timeline

Senior Business Development Analyst

Ribbon Communications
09.2018 - Current

Customer Service Director

Zibby
08.2015 - 09.2018

Workforce Management Manager

Rent A Center
02.2012 - 08.2015

Bachelor of Science - Computer Science

Northeastern Illinois University

Bachelor of Science - Accounting And Computer Science

Letterkenny Institute of Technology

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Renee Smith