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
Plano, TX (Remote)
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
Plano, TX
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
Plano, TX
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, ILBachelor of Science - Accounting And Computer Science
Letterkenny Institute of Technology
Donegal, IrelandSkills
- 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