Richard Smith
Altamonte Springs
Summary
Results driven professional with extensive experience in customer service. Skilled in strategic issue analysis and process optimization, contributing to improved customer satisfaction and streamlined operations. Committed to fostering collaborative environments that enhance team performance and service delivery.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Hachette Boardgames USA
Portland, OR
05.2022 - 02.2026
- Designed and established core policies and systems that contributed to long-term success of the organization.
- Managed customer inquiries through multiple channels, ensuring timely and effective resolution.
- Analyzed customer feedback to identify trends and improve service quality across departments.
- Coordinated efforts with marketing and sales teams to improve customer experience and streamline operations.
- Supported logistics functions by processing purchase orders and fostering relationships with retailers to enhance supply chain efficiency.
- Streamlined response processes to maintain high standards of customer service during periods of increased ticket activity.
- Facilitated product distribution to charitable organizations while gathering essential tax documentation for accountability.
- Addressed customer concerns with a commitment to resolving problems effectively and efficiently.
- Organized and updated detailed logs of customer interactions, ensuring accessibility for timely follow-up and resolution.
Customer Service Representative Contractor
Kolossal Games
Los Angeles, CA
03.2021 - 05.2022
- Assisted in product returns and exchanges, enhancing overall customer satisfaction levels.
- Created clear guidelines for returns and exchanges, ensuring compliance and operational efficiency.
- Investigated and documented recurring customer issues, providing insights for product improvement and support strategies.
- Analyzed customer service challenges and delivered actionable insights to CEO for improved customer interactions.
Owner Services Specialist
Legacy Vacations
Kissimmee, FL
05.2020 - 05.2022
- Coordinated reservations for time share owners to ensure satisfaction and maintain high levels of professionalism.
- Addressed travel-related anxieties by fostering a compassionate environment for individuals during COVID.
- Engaged in regular training to align with industry-standard customer service practices.
- Fostered collaborative relationships with departmental staff to streamline operations and elevate owner satisfaction throughout their stay.
- Oversaw daily operations alongside a small team, effectively handling elevated call and email traffic.
Captioning Assistant
Captel Service Specialists
Orlando, FL
08.2019 - 04.2020
- Trained new staff on captioning software and best practices for consistent output quality.
- Conducted quality assurance checks on captions to maintain compliance with industry standards and client expectations.
- Planned, placed and synchronized all captions with dialogues.
- Implemented a dual-input system of voice and typing to deliver precise call captions, aiding customers with hearing difficulties.
401K Specialist
Aon Hewitt
Winter Park, FL
08.2015 - 08.2019
- Administered 401(k) plans, ensuring compliance with regulatory requirements and internal policies.
- Educated on the critical importance of privacy in handling protected health information under HIPAA guidelines.
- Provided guidance to participants regarding plan options, investment strategies, and retirement readiness.
- Coordinated annual audits of retirement plans, collaborating with auditors to facilitate timely completion.
- Executed withdrawal operations with meticulous attention to detail, achieving high levels of accuracy.
- Managed benefits enrollment for new hires, encompassing medical, dental, vision, and retirement plan options.
Education
Lake Brantley High School
Altamonte Springs, FL05-2013
Skills
- Customer focused
- Strategic issue analysis
- MS office
- Knowledgeable in HIPAA standards
- Rapid acquisition of new skills
- Team development
- Strong focus on timely deliverables
- Understanding of cybersecurity best practices
- Customer experience enhancement
- Operational streamlining
Timeline
Customer Service Manager
Hachette Boardgames USA
05.2022 - 02.2026
Customer Service Representative Contractor
Kolossal Games
03.2021 - 05.2022
Owner Services Specialist
Legacy Vacations
05.2020 - 05.2022
Captioning Assistant
Captel Service Specialists
08.2019 - 04.2020
401K Specialist
Aon Hewitt
08.2015 - 08.2019
Lake Brantley High School