ELIZABETH SMITH
ANTHEM,AZ
Summary
Experienced Customer Service and RMA Manager with over 15 years of expertise in team and project leadership, technical support, and account management. Proven track record of enhancing productivity through innovative tools and processes. Recruitment and hiring management. Adept at handling customer relations, training, quality assurance, and bookkeeping. Strong proficiency in Microsoft Office and
Overview
18
18
years of professional experience
Work History
Freelancer / Household Manager
Self-employeed
09.2014 - Current
- Managed multiple projects simultaneously while maintaining a high level of attention to detail and organization.
- Negotiated contracts with clients and vendors effectively.
- Developed customized solutions to address unique client needs.
- Streamlined project workflows by identifying areas for improvement and implementing changes accordingly.
- Boosted personal brand recognition through regular blog posts or articles showcasing my expertise.
- Trained new team members.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
RMA Manager / Customer Service Manager
Concentrix
12.2006 - 08.2014
- Promoted and led a team of up to 20 agents
- Provided customer service and technical assistance for equipment replacement
- Routed calls to advanced technical queues
- Managed internal and customer relations email correspondence
- Conducted yearly, weekly, and daily performance reviews
- Developed action plans to improve agent performance
- Ensured adherence to company policies and time management
- Designed and implemented tracking programs to increase team productivity and organization
- Created management tools for accurate performance and metrics reporting
- Participated in recruitment events and conducted interviews
- Created job advertisements and assisted in payroll processing
- Conducted coaching and quality assurance audits
- Managed client/project account relations
- Organized and maintained agent paperwork
- Conducted new hire orientations and job training
- Delivered SHINE training for project staff
- Managed and created customer accounts.
Education
Nursing and Behavioral Science -
Paradise Valley Community College
Phoenix, AZ05.2026
High School Diploma -
Horizon High School
Scottsdale, AZ05.2004
Skills
- Customer Service Management
- RMA Management
- Account Management
- Technical Support
- Training & Development
- Quality Assurance
- Bookkeeping (AR/AP)
- Microsoft Office Suite
- Hiring and Training
- Performance reviewing
- Project Planning
- Employee Coaching and Mentoring
References
- James Anderson, 480-452-6679
- Kelly Mcelwee, 602-503-7957
Timeline
Freelancer / Household Manager
Self-employeed
09.2014 - Current
RMA Manager / Customer Service Manager
Concentrix
12.2006 - 08.2014
Nursing and Behavioral Science -
Paradise Valley Community College
High School Diploma -
Horizon High School
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