Therese Smith
Richlands,VA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
10
10
years of professional experience
Work History
Escalations Manager
AT&T Mobility
Lebanon, VA
11.2014 - 08.2024
- Handled customer service operations by responding to inquiries and resolving complaints.
- Managed precise documentation of transactions, maintaining current and accurate financial reports.
- Implemented effective strategies to guarantee a constant supply of capable staff members across all departments.
- Conducted training sessions to enhance employees' understanding of product knowledge, customer service standards, and safety protocols.
- Developed and implemented weekly staff schedules aligned with customer demand and traffic patterns.
- Provided leadership, insight, and mentoring to newly hired employees, imparting knowledge on various company programs.
- Utilized strong problem-solving and communication abilities to enhance client relationships.
- Reviewed staff members' performance regularly, identifying opportunities for growth.
- Efficiently managed conflicts within a professional setting.
- Provided personalized guidance in choosing suitable products according to customer preferences and financial constraints.
- Resolved customer issues through professional communication.
Education
Some College (No Degree) - Business Administration
Southwest Virginia Community College
Richlands, VASkills
- Technical knowledge
- Complaint Investigation
- Client Retention Strategies
- Reporting and documentation
- Process Improvement
- Schedule Management
- Staff Management
- Customer Service
- Reliability
- Performance Evaluation
- Problem-solving abilities
- Hiring and Training
- Professional and Courteous
- Documentation And Reporting
- Performance Tracking and Evaluation
- Team Development
- Staff Development
- Adaptability
- Positive Attitude
Accomplishments
- Customer Service Excellence Award Winner
- Management Development Award
Timeline
Escalations Manager
AT&T Mobility
11.2014 - 08.2024
Some College (No Degree) - Business Administration
Southwest Virginia Community College
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