Summary
Overview
Work History
Education
Skills
Accomplishments
Section name
Timeline
CustomerServiceRepresentative

Shayla Smith

Orlando,Florida

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

24
24
years of professional experience

Work History

Customer Service Representative

Medical Transportation Management Inc
08.2021 - Current
  • Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
  • Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
  • Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.

Office Administrative Assistant

Florida Pest Control
02.2019 - 06.2021
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Responded to inquiries from callers seeking information.
  • Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
  • Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
  • Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.

Advanced Technical Support Specialist

AT&T Mobility
11.2009 - 10.2018
  • Provide thorough support and problem resolution for customers.
  • Build and maintain successful relationships with service providers, deals, and consumers.
  • Diagnose and resolve technical hardware and software issues involving internet connectivity and email.
  • Provide answers to clients by identifying problems, researching answers and guiding clients through corrective steps.
  • Handle trouble tickets with support interventions for urgent issues.
  • Identify and escalate priority issues per client specifications.
  • Implemented remote assistance tools, enabling faster diagnosis and resolution of complex client issues.

Customer Service Representative/Head Cashier

Expo Design Center
02.2005 - 04.2009
  • Tracked sales and updated customer’s accounts with information of special rates given by the company.
  • Contacted vendors for shipping and order confirmation.
  • Arranged specialty merchandise for modeling projects.
  • Corrected credit card issues pertaining customer accounts.

Pharmacy Technician

Super Target
12.2001 - 08.2004
  • Received and verified prescriptions for customers.
  • Dispensed medications for pharmacy.
  • Filed patient’s information in a timely manner.

Education

Certificate of Completion -

Americare School of Nursing
Fern Park, FL
08.2003

Diploma - undefined

Christian Correspondent School
Townsend, GA
02.1999

Skills

  • Strategic-relationship and partnership-building skills – attentive listening, solving problems creatively and using tact and diplomacy to achieve win-win outcomes
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Conflict resolution

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Section name

“When the customer comes first, the customer will last” – Robert Half

Timeline

Customer Service Representative

Medical Transportation Management Inc
08.2021 - Current

Office Administrative Assistant

Florida Pest Control
02.2019 - 06.2021

Advanced Technical Support Specialist

AT&T Mobility
11.2009 - 10.2018

Customer Service Representative/Head Cashier

Expo Design Center
02.2005 - 04.2009

Pharmacy Technician

Super Target
12.2001 - 08.2004

Diploma - undefined

Christian Correspondent School

Certificate of Completion -

Americare School of Nursing

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