Thaddeus Smith
Sr.Customer Service Representative
McDonough,GA
Summary
Enthusiastic Senior Customer Service Representative with more than 26 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Life Insurance Agent
Senior Life Insurance Company
Thomasville, GA
09.2021 - Current
- Provided coverage option information to assist clients in protecting assets.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales by 10%.
- Obtained underwriting approval by completing application for coverage.
- Maintained high standards of customer service by building relationships with clients.
- Utilized targeted email campaigns and cold calling to increase revenue.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Promoted products and services using upselling and other sales strategies.
- Finalized sales and collected necessary deposits.
Senior Customer Representative
Delta Airlines
Atlanta, GA
05.2016 - 09.2020
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Customer Service Representative
Delta Airlines
Atlanta , GA
11.2014 - 04.2016
- Entered customer interaction details in sales system to track over 50 customers requests daily. Document problems and record solutions offered.
- Provided primary customer support to internal and external customers.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Educated customers on company systems, form completion and access to services.
- Addressed customer account discrepancies and concerns.
Customer Service Associate
Delta Airlines
Atlanta , GA
10.1994 - 10.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales by 10%.
Flight Coordinator
United States Navy, USN
Norfolk, VA
01.1991 - 02.1994
- Plan, direct, and manage coordination of flight missions including crew scheduling, customers, handling overflight, and accommodation requirements for flight crews.
- Accompanied aircraft as member of flight crew in order to monitor and handle cargo in flight.
- Observed 30 aircraft safety systems and operational conditions and immediately reported issues to Flight Commander.
- Reviewed aeronautical charts and used navigational instruments during each flight and maintained strong knowledge of government and company regulations.
Education
No Degree - General Business
Clayton State University
Morrow, GA05.2021
Some College (No Degree) - Life Insurance
Web Ce
Online05.2021
High School Diploma -
John Jay School For Law / North Clayton H.S.
Brooklyn, NY / College Park, GA06.1990
Skills
- Effective communicator
- Relationship builder
- Product demonstration
- Branding
- Scheduling
- Social media expertise
- Leadership
- Teamwork
- Collaboration
- Building Customer Trust and Loyalty
Certification
- Licensed Life Insurance - 03/17/2021
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Life Insurance Agent
Senior Life Insurance Company
09.2021 - Current
Senior Customer Representative
Delta Airlines
05.2016 - 09.2020
Customer Service Representative
Delta Airlines
11.2014 - 04.2016
Customer Service Associate
Delta Airlines
10.1994 - 10.2014
Flight Coordinator
United States Navy, USN
01.1991 - 02.1994
No Degree - General Business
Clayton State University
Some College (No Degree) - Life Insurance
Web Ce
High School Diploma -
John Jay School For Law / North Clayton H.S.
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