Shandondee Smith
Las Vegas,NV
Summary
Accomplished Operations Manager with a proven track record at AGR Group Nevada, enhancing team accountability and performance through effective leadership. Skilled in Customer Relationship Management (CRM) and critical thinking, I excel in developing strategies that boost customer satisfaction and operational efficiency. Demonstrated success in fostering customer loyalty and streamlining processes to achieve significant outcomes.
Overview
14
14
years of professional experience
Work History
Customer Service Specialist
Cox Enterprises
10.2021 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Customer Care Advisor
Ontrac
12.2020 - 05.2021
- Developed strong rapport with customers, fostering loyalty and repeat business.
- Adapted communication style according to diverse clientele, providing personalized assistance that met individual preferences.
- Delivered comprehensive product demonstrations during sales calls or virtual meetings.
- Worked closely with other departments to resolve complex issues quickly and effectively.
Marketing Associate
Mega Mail
12.2014 - 01.2017
- Boosted brand visibility by developing and executing targeted marketing campaigns.
- Enhanced social media presence with creative content and effective targeting.
- Coordinated successful trade shows and events, increasing brand exposure and generating new business leads.
- Supported the design process of various promotional materials including brochures, flyers, banners, and advertisements.
- Showcased market successes with compelling presentations for clients.
Operations Manager
AGR Group Nevada
03.2011 - 09.2015
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Education
High School Diploma -
Lancaster High School
Lancaster, CA05.2006
Skills
Customer Service
Good communication skills
Customer Relations
Call center experience
Excellent written and oral communication
Customer Relationship Management (CRM)
Telephone Etiquette
Complaint Handling
Problem Resolution
Account Management
De-Escalation Techniques
Data Entry
Active Listening
Professional telephone demeanor
Critical Thinking
Timeline
Customer Service Specialist
Cox Enterprises
10.2021 - Current
Customer Care Advisor
Ontrac
12.2020 - 05.2021
Marketing Associate
Mega Mail
12.2014 - 01.2017
Operations Manager
AGR Group Nevada
03.2011 - 09.2015
High School Diploma -
Lancaster High School
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