Open To Work
Torey Smith
Grand Prairie,TX
Work Preference
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adapted at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Team Leader
Fedex ground
Irving, Tx
11.2014 - Current
- Developed strategies for problem solving and conflict resolution among team members.
- Collaborated with other departments to ensure alignment of goals across teams.
- Maintained a positive work environment that promoted collaboration between team members.
- Established clear expectations for employees, providing guidance when needed.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Reviewed completed work to verify consistency, quality, and conformance.
- Implemented strategic plans to enhance team performance and productivity.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Managed conflict resolution within the team to maintain a positive work environment.
- Delegated daily tasks to team members to optimize group productivity.
Customer Service Manager
Santander Consumer USA
North Richland Hills, Texas
03.2006 - 12.2024
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Customer Service Manager
Fry's Electronics Inc.
Irving, Texas
08.2010 - 09.2014
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated and authenticated returns, exchanges and voids.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Conducted training and offered staff development opportunities to decrease process lags.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
United States Army
Fort Jackson, South Carolina United States Army
Fort Jackson, SC
08.2003 - 08.2006
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed daily operations at forward operating bases by coordinating resources from multiple departments.
- Led troops during live fire training scenarios using realistic terrain environments.
- Developed operational plans for various missions in accordance with established regulations.
- Performed duties as a member of a security detail in support of high-level government officials.
- Inspected living areas for safety hazards or health concerns related to sanitation issues.
- Inspected rooms for cleanliness prior to guest arrival.
- Mixed chemicals for use in cleaning processes according to safety instructions provided by manufacturer labels.
- Replaced air filters on heating and ventilation systems.
- Complied with health regulations related to the handling of hazardous chemicals used during cleaning processes.
- Scrubbed walls to remove scuff marks or stains.
- Maintained cleaning equipment and materials in a safe and sanitary working condition.
- Cleaned bathrooms, including toilets, sinks, countertops, mirrors, and floors.
- Responded promptly to all customer complaints regarding cleanliness issues.
- Checked stock levels of all cleaning products regularly to ensure adequate supply is available.
- Completed deep-cleaning floor buffing, carpet cleaning, duct cleaning and wall washing.
- Followed safety processes for all manual and electric cleaning equipment.
Customer Service Representative
Chase Bank
Dallas, Texas
01.2004 - 01.2006
- Adhered strictly to company policies when making decisions regarding disputed items.
- Analyzed customer information to determine the validity of claims and provided appropriate solutions.
- Participated in weekly meetings with senior management team to discuss current issues related to dispute resolution processes.
- Evaluated evidence presented by customers before making a decision on whether or not they are entitled to compensation for fraudulent charges or unauthorized transactions.
- Collaborated with internal departments such as Risk Management, Legal, and Fraud Prevention to ensure proper handling of disputed items.
- Identified trends in fraud patterns and reported findings to management team.
- Maintained accurate records of all customer interactions related to dispute resolution.
- Monitored multiple accounts for suspicious activity and took action as needed.
- Developed strategies for reducing fraud losses by identifying potential risks associated with issuing debit cards.
Education
Associate of Science - Business Communications
TCU
Fort Worth, TX06-2022
Associate of Applied Science - Political Science
Kd Studios
Dallas Tx 06-2002
Skills
- Work Planning
- Coaching
- Overtime Management
- Documentation And Reporting
- Giving Constructive Feedback
- Teamwork and Collaboration
- Team motivation
- Attention to Detail
Timeline
Team Leader
Fedex ground
11.2014 - Current
Customer Service Manager
Fry's Electronics Inc.
08.2010 - 09.2014
Customer Service Manager
Santander Consumer USA
03.2006 - 12.2024
Customer Service Representative
Chase Bank
01.2004 - 01.2006
United States Army
Fort Jackson, South Carolina United States Army
08.2003 - 08.2006
Associate of Applied Science - Political Science
Kd Studios
Associate of Science - Business Communications
TCU