SHERI SMITH
Norfolk,VA
Summary
Dedicated Service professional with a history of meeting company goals utilizing consistent and organized practices. Proven expertise in establishing rapport and building trust with customers from a variety of backgrounds. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
Manger
L &C Janitorial Services
01.2019 - Current
- HR duties include interviewing potential employees,
- Handled Onsite performance reviews
- Provided administrative support by ordering supplies, client contract negoiations, insurances and workers compensation documents
- Processed invoices for payment.
Communications Specialist II/ Dispatch Support
Cox Communications
10.2014 - 06.2018
- Communication Center Specialist II
- Handle over 60high volume inbound calls,
- Used ticketing systems to manage tickets from over 300 technicians and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Triage jobs to field support through web based systems, emails and calls
- Provided Helpdesk support and technical troubleshooting
- Communicated with vendors regarding route issues for contracted service workers
- Assisted managing field and customer service job performance/ allocation, customer surveys
- Directed dispatching, routing, and tracking of jobs allocated to commercial and residential customers
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Customer Advocate Representative
Cox Communications
03.2013 - 10.2014
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing service information.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Monitored networks and outages to inform customer's and field support of outages, down lines
Education
Bachelor of Science - Interdisciplinary Studies
Old Dominion University
Norfolk, VA05.2000
Academic Diploma -
Maury High School
Norfolk, VA06.1994
Skills
- Customer service/ Interpersonal skills
- Detail oriented/ multi-tasker
- Team player also Work well independently
- Microsoft office Word, Excel, Powerpoint, Outlook
- Exceptional communication skills
- Strong problem and analytical skills
- Ability to learn new web based systems
- Time Management
Timeline
Manger
L &C Janitorial Services
01.2019 - Current
Communications Specialist II/ Dispatch Support
Cox Communications
10.2014 - 06.2018
Customer Advocate Representative
Cox Communications
03.2013 - 10.2014
Bachelor of Science - Interdisciplinary Studies
Old Dominion University
Academic Diploma -
Maury High School
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