Summary
Overview
Work History
Education
Skills
Accomplishments
Previous Internal Positions
Experience Skills
Timeline
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Trey Smith

Trey Smith

Atlanta,GA

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

8
8
years of professional experience

Work History

Member Care Agent

Delta Community Credit Union
06.2023 - Current
  • Excellent listening skills and attention to detail
  • Deliver high quality of service by using superior listening skills, empathy, confidence and professionalism to ensure Member Satisfaction
  • Understand and adhere to company verification policies and procedures
  • Utilize online support tools to research data, maintain accurate notes to resolve members' issues effectively
  • Maintain a positive outlook and professional behavior at all times
  • Access multiple platforms and/or interact with various departments to research and resolve members questions
  • Respond to inquiries on member accounts which may include balance inquiries, transfers, payment processing, open additional accounts for existing memberships, referrals and cross sell products, etc
  • Respond to secure mail, as assigned
  • Assist a high volume of members per day via incoming delivery channels
  • Efficiently transition from one call to the next
  • Production and quality expectations to include average talk time, hold time, after call work, quality assurance and schedule adherence
  • Log in and out of systems in a timely manner, ensuring accurate time tracking
  • Maintain proficiency in deposits, loan, and other ancillary products
  • Strong verbal skills
  • Update job knowledge by studying new product descriptions; participating in educational opportunities.

Tax Support Specialist

Wolters Kluwer
12.2021 - 04.2023
  • Handle phone, email, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database
  • Identify and document resolution to reoccurring inquiries
  • Cross-train on other products and systems
  • Participate in projects as well as process improvement initiatives
  • Provide general reports to management as requested
  • Participate in product testing and review as required
  • Secure and keep confidential product and customer data
  • Deal with escalated customer calls when front line rep is unable to help with more complex issues
  • Write knowledge base articles and correct articles with outdated or incorrect information.

Team Lead

Future Forwarding
07.2020 - 12.2021
  • Troubleshoot any systematic errors that employees run into and manage client inventory
  • Handle multiple client accounts
  • Manage/Supervise, and train group of employees to accomplish day to day work goals
  • Correspond through email with clients to deal with changes/issues
  • Onboarding new employees on operation procedures for multiple different clients.

Server

Mellow Mushroom
02.2018 - 03.2020
  • Handled up to 9 tables daily
  • Provided exceptional customer care and handled customer requests as needed
  • Managed cash, check, and credit orders
  • Maintained a clean work environment.

Footwear Specialist

Dick's Sporting Goods
06.2016 - 08.2017
  • Create a world class customer experience by providing passionate customer service and selling through customer engagement, specifically (but not limited to) the footwear department
  • Uphold company standards for merchandise presentation of the best apparel and equipment brands in sporting goods
  • Promote company programs including warranty sales, Scorecard (loyalty program), private label credit cards, and other seasonal promotions as business needs arise
  • Scanning and placing new products as they came into warehouse.

Education

Bachelor's Degree - Psychology

Georgia State University

High School Diploma -

Ardrey Kell High School
06.2015

Skills

  • Critical Thinking
  • Positive Attitude
  • Adaptability
  • Problem-solving skills
  • Organizational Skills
  • Customer service abilities
  • Documenting information
  • Ensuring customer satisfaction
  • Conflict Resolution
  • Report creation
  • Professional Networking
  • Call Management
  • Goal-oriented mindset
  • Analytical and Logical Thinking

Accomplishments

  • Became a champion within four months after finishing training.
  • Sent out email blasts with tips for team members on ways to effectively lower call times.
  • Assisted with getting new team members adjusted to the floor whenever my team received new members.
  • Helped teammates with calls when requested
  • Quickly acclimated to new role and environment to perform my role with efficiency and professionalism.

Previous Internal Positions

  • Member Care Agent

Experience Skills

  • Symitar, 1
  • Credit Union or Financial Services, 1
  • Contact/Call Center Experience, 2

Timeline

Member Care Agent

Delta Community Credit Union
06.2023 - Current

Tax Support Specialist

Wolters Kluwer
12.2021 - 04.2023

Team Lead

Future Forwarding
07.2020 - 12.2021

Server

Mellow Mushroom
02.2018 - 03.2020

Footwear Specialist

Dick's Sporting Goods
06.2016 - 08.2017

Bachelor's Degree - Psychology

Georgia State University

High School Diploma -

Ardrey Kell High School

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Trey Smith