Tia Smith
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
3
3
years of professional experience
Work History
Quality Assurance Analyst
One Touch Direct, LLC
03.2026 - Current
- Evaluate call recordings for compliance with quality standards and service protocols.
- Review and provide guidance on chats, interceding when necessary for escalated issues.
- Provide feedback to agents on performance, enhancing customer interaction skills.
- Support team members in exceeding set targets by sharing best practices and offering constructive feedback during one-on-one coaching sessions.
- Participate in cross-functional projects aimed at improving overall business operations within the call center environment.
- Support audits by compiling data and reports on call quality metrics and agent performance.
- Collaborate with management to develop targeted coaching plans, resulting in higher agent performance levels.
Customer Service Representative Team Lead
One Touch Direct, LLC
02.2025 - 03.2026
- Assisted customers with escalated inquiries regarding products, services, and account issues utilizing individual CRM client software. Clients included: Verizon, AT&T and T-Mobile.
- Managed a high volume of calls averaging between 70-80 daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Consistently met or exceeded performance goals at 90% or higher, contributing to the overall success of department.
Cashier/Front End Supervisor
Ross Dress for Less
04.2024 - 02.2025
- Processed customer transactions accurately using point-of-sale systems.
- Trained new staff on cash handling procedures and customer service protocols.
- Resolved escalated customer complaints with diplomacy and professionalism, maintaining strong relationships with clientele.
- Utilized strong communication skills in both one-on-one interactions with customers and in group settings with coworkers.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
Senior Camp Counselor
YMCA
05.2023 - 08.2023
- Supervised daily camp activities, ensuring safety and engagement for all participants.
- Managed administrative duties including registration processes, health forms, and daily attendance records.
- Utilized strong organizational skills to maintain accurate inventory of camp supplies, ensuring timely reordering when needed.
- Developed leadership skills in campers through structured activities that encouraged personal responsibility and teamwork.
- Resolved conflicts that arose between campers by listening to complaints and finding appropriate solutions.
Education
Bachelor of Arts - International Relations
University of Maryland Global Campus
Hyattsville, MD05-2028
High School Diploma -
Largo Senior High School
Upper Marlboro, MD05-2023
Skills
- Teamwork and collaboration
- Problem-solving
- Critical thinking
- Meeting preparation
- Client interaction
- Clerical support (Computer, Mail, Shipping)
Timeline
Quality Assurance Analyst
One Touch Direct, LLC
03.2026 - Current
Customer Service Representative Team Lead
One Touch Direct, LLC
02.2025 - 03.2026
Cashier/Front End Supervisor
Ross Dress for Less
04.2024 - 02.2025
Senior Camp Counselor
YMCA
05.2023 - 08.2023
Bachelor of Arts - International Relations
University of Maryland Global Campus
High School Diploma -
Largo Senior High School