Silvia Smith
Bridgeport,CT
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
39
39
years of professional experience
Work History
Customer Service Rep
United Illuminated
09.2014 - 12.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing support policies and procedures.
Manager of Engineers
AT&T
08.2000 - 09.2014
- Collaborated with cross-functional teams to ensure seamless integration of management engineering principles into daily operations.
- Developed strategic plans to achieve company objectives, aligning resources and setting clear performance targets.
- Implemented quality control measures, resulting in improved product offerings and increased customer satisfaction.
- Maintained strict compliance with industry regulations and standards by conducting regular audits of internal processes and procedures.
- Managed complex projects from conception to completion, successfully meeting deadlines while staying within budget constraints.
- Designed custom solutions tailored to specific client needs, resulting in increased revenue opportunities and stronger business relationships.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
Service Consultant
AT&T
08.1995 - 08.2000
- Provided information about service procedures and expected timelines.
- Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
- Documented payment details and personal information on customer accounts.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
- Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
- Wrote service orders and updated schedules.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Southern New England Telephone
08.1982 - 08.1995
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Repair Service Clerk
Southern New England Telephone
08.1980 - 08.1982
- Contributed to overall company growth through consistently meeting or exceeding monthly performance targets related to repair orders processed and customer satisfaction rates achieved.
- Participated in ongoing professional development opportunities, staying current on industry trends and best practices for delivering exceptional repair service.
- Resolved customer complaints professionally while maintaining a positive attitude, ultimately retaining their business.
- Enhanced customer satisfaction by efficiently processing repair requests and scheduling timely service appointments.
Education
High School Diploma -
Bassick High School
Bridgeport, CTAssociate of Science - Accounting
Housatonic Community College
Bridgeport, CTSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Complaint Handling
- Payment Processing
- Professional telephone demeanor
- Call Center Operations
Timeline
Customer Service Rep
United Illuminated
09.2014 - 12.2019
Manager of Engineers
AT&T
08.2000 - 09.2014
Service Consultant
AT&T
08.1995 - 08.2000
Customer Service Representative
Southern New England Telephone
08.1982 - 08.1995
Repair Service Clerk
Southern New England Telephone
08.1980 - 08.1982
High School Diploma -
Bassick High School
Associate of Science - Accounting
Housatonic Community College
Similar Profiles
Vilma Gonzalez GuzmanVilma Gonzalez Guzman
Clinical Social Worker Intern at Illuminated Path LLCClinical Social Worker Intern at Illuminated Path LLC
Abigail GoodAbigail Good
Project Manager at Illuminated IntegrationProject Manager at Illuminated Integration
Jane PerkinsJane Perkins
Author, Speaker, and Experience Curator at Illuminated Experience ConsultingAuthor, Speaker, and Experience Curator at Illuminated Experience Consulting