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Scott Smith
Newnan,GA
Work Preference
Summary
Self-motivated leader with a track record of fostering team growth and high performance. Successfully maintained the highest metrics in department performance while addressing customer concerns effectively to align with business objectives.
Overview
17
17
years of professional experience
Work History
Technical Support Representative
Dexis
01.2020 - 01.2024
- Answered front-line calls to resolve technical issues and provide how-to assistance, enhancing customer satisfaction.
- Resolved customer inquiries through phone and email communication.
- Assisted users with software troubleshooting and hardware issues.
- Maintained performance metrics while fostering a respectful, customer-centric environment for clients and colleagues.
- Maintained accurate records of support interactions in ticketing system.
Technical Service Manager
Carestream Dental
01.2014 - 01.2019
- Successfully maintained the highest metrics in my department for multiple years and had the highest rate of employees being promoted to escalations or management roles in the entire division.
- Managed team of 13 employees, evaluated and coached performance against metrics, and audited PTO to ensure compliance.
- Investigated and resolved customer complaints to enhance satisfaction and retention.
Technical Service Analyst
Carestream Dental
01.2009 - 01.2014
- Delivered exceptional service while troubleshooting complex customer issues and diffusing tense situations with disgruntled customers, fostering positive resolutions.
- Developed a reputation for turning tense customer situations into strong customer relationships.
- Trained 90% of existing employees, enhancing team knowledge and service quality.
- Trained new hires and provided ongoing training for staff.
- Created and implemented training programs rolled out company-wide, improving overall staff competency.
Technical Service Representative
Carestream Dental
01.2007 - 01.2009
- Provided technical support for dental imaging systems and software.
- Assisted customers with troubleshooting and resolving product issues.
- Educated clients on product features and best practices for usage.
- Resolved customer inquiries and provided guidance on product usage.
- Recorded customer interactions in CRM software for tracking and follow-up.
Education
High School -
Newport High School
Newport, PA01-1995
Skills
- Team leadership
- Performance coaching
- Call center operations
- Experience management
- Customer advocacy
- Employee training
- Tech support
- Support case resolution
- Incident logging
- Windows systems
- CRM software
- Process improvement
- Technical issues analysis
- Communication skills
- Conflict resolution
- Microsoft outlook
Awards And Acknowledgements
- Lead my team to most consecutive months with highest performance stats.
- Employee of the month 4 times.
- Star Player (voted on by management per quarter) twice.
- Chosen to develop and lead training for company wide rollout of client-facing web chat software.
- Earned the most customer compliments in the company’s history. That record still stands today.
Timeline
Technical Support Representative
Dexis
01.2020 - 01.2024
Technical Service Manager
Carestream Dental
01.2014 - 01.2019
Technical Service Analyst
Carestream Dental
01.2009 - 01.2014
Technical Service Representative
Carestream Dental
01.2007 - 01.2009
High School -
Newport High School