Sheketa Smith
Macon,GA
Summary
Dedicated Customer Service Representative with 15 years of experience in managing high-volume inquiries and providing technical support across various industries. Proven track record in maintaining confidentiality, enhancing customer relationships, and achieving productivity goals. Seeking to leverage strong communication and time management skills in a Customer Service Rep role.
Overview
15
15
years of professional experience
Work History
Customer Service Representative - Emergency Roadside Service (ERS) Agent, Glass Claims Agent, Accident Tow Primary & Secondary Agent
Geico Insurance
05.2014 - 11.2024
- Responded to 50-60 daily inquiries, verified insurance coverage, and coordinated dispatch with service providers to ensure timely assistance.
- Collaborated with auto claim agents and adjustors to secure towing services, improving incident management and customer experience.
- Maintained confidentiality while processing glass claims and coordinated repair services with glass shops to uphold customer trust.
- Conducted document searches and research to validate coverage adjustments, ensuring accuracy and compliance.
Customer Service Representative - Tier 2 Technical Agent
West Corporations
04.2013 - 03.2014
- Delivered technical support for wireless products and services, managing billing inquiries and payment processing while maintaining confidentiality.
- Built strong customer relationships through effective communication, meeting cycle time and productivity goals aligned with corporate objectives.
Customer Service Representative
West at Home Inc.
06.2009 - 02.2013
- Handled 50-100 daily customer inquiries, delivering product information and directing customers to relevant resources.
- Ensured confidentiality in billing inquiries and offered technical support, strengthening customer relationships through effective communication.
- Processed mortgage payments, including ordering payoffs and initiating research cases.
Education
Hemodialysis Technical Certificate -
Central Georgia Technical College
Macon, GASkills
- MS Office Applications
- Remote Access Tool
- Knowledge of the Product
- Open Cases for Network Issues/Research Cases
- Strong Written and Verbal Communication Skills
- Billing/Sales/Payments
- Order Payoff/Prepare and Deliver Deposits
- Technical Support
- Time Management Skills
- Customer Service
- Communication Skills
Timeline
Customer Service Representative - Emergency Roadside Service (ERS) Agent, Glass Claims Agent, Accident Tow Primary & Secondary Agent
Geico Insurance
05.2014 - 11.2024
Customer Service Representative - Tier 2 Technical Agent
West Corporations
04.2013 - 03.2014
Customer Service Representative
West at Home Inc.
06.2009 - 02.2013
Hemodialysis Technical Certificate -
Central Georgia Technical College