Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Trineskia Smith

Fort Worth,TX

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Customer Support Specialist

Whirlpool Inc.
07.2020 - Current
  • Respond to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Actively listen to customers, handle concerns quickly and de-escalate major issues.
  • Maintain perfect attendance and a QA score of 97% or Higher, monthly.
  • Provide remote technical support on all appliances to decrease company cost for service.
  • Cooperate closely with other departments to support achievement of customer experience outcomes.

Customer Service Analyst

Catasys Inc
08.2019 - 03.2020
  • Encouraged members to see the value of joining an innovative program that is very successful in helping members improve the quality of their lives.
  • Demonstrated ability to establish trust quickly, while taking a competitive sales approach for an unlimited monthly bonus. Boosting sales revenue by skillfully promoting diverse service options.
  • Provided primary customer support to internal and external customers.
  • Engage in monthly team and company meeting to establish company growth and metrics

Lead Customer Service Specialist

ADT Security
07.2017 - 07.2019
  • Provided remote technical support, troubleshooting specific system operational problems encountered by customers and attempt to provide immediate solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Work closely with local offices to schedule service or install appointments for technicians.
  • Support peers through sharing of best practices and encouragement which includes actively participating in team meetings, Group Chat, and Blogs while exhibiting a positive attitude.

Account Manager

Santander Consumer USA
02.2016 - 04.2017
  • Addressed problems with accounting, billing, write-offs, small balance and service delivery to maintain and enhance client satisfaction.
  • Managed delinquent accounts 60-90+ days past due while complying with FDCPA
  • Process customer refunds, process and review account adjustments, resolve client discrepancies and short payments.
  • Met or exceeded established daily, weekly and monthly performance objectives by reducing delinquency on accounts to prevent loss to the company..

Education

Certified Medical Assistant -

Kaplan College
Fort Worth, TX
09.2012

High School Diploma -

Zion Christian Academy
Fort Worth, TX
10.2011

Skills

  • Strong independent leadership and management skills
  • Efficient in Microsoft Word, Excel, Powerpoint
  • Self-Motivated
  • Problem-Solving
  • Typing 45 WPM
  • Excellent Time management
  • Tech Support
  • 10 years of collections, customer service, and sales experience

Certification

  • CMA - Certified Medical Assistant
  • Certified Life Coach

Timeline

Senior Customer Support Specialist

Whirlpool Inc.
07.2020 - Current

Customer Service Analyst

Catasys Inc
08.2019 - 03.2020

Lead Customer Service Specialist

ADT Security
07.2017 - 07.2019

Account Manager

Santander Consumer USA
02.2016 - 04.2017

Certified Medical Assistant -

Kaplan College

High School Diploma -

Zion Christian Academy

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Trineskia Smith