Summary
Overview
Work History
Education
Skills
Contact
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References
Education
Assessments
Personal Information
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Victoria Smith

Las Vegas,Nevada

Summary

Dynamic IT and customer service professional with a proven track record at companies like Concentrix, enhancing customer satisfaction through expert resolution of complex issues and seamless communication. Skilled in IT support and customer relationship management, I excel in troubleshooting, problem-solving, and fostering positive client relationships, contributing to a 15% increase in customer satisfaction scores.

Overview

16
16
years of professional experience

Work History

Customer Care Advisor

Concentrix
Las Vegas, Nevada
03.2024 - 11.2024
  • Identified customer needs and provided appropriate solutions.
  • Provided accurate, valid and complete information to customers by using the right methods and tools.
  • Followed up with customers to ensure their issues were resolved satisfactorily.
  • Maintained records of customer interactions, transactions and comments in CRM system.
  • Greeted customers warmly and asked qualifying questions to understand their requirements.
  • Suggested products that met customer needs based on their inquiries.
  • Explained product features, benefits and pricing options to customers.
  • Adhered to company policies when dealing with customers' sensitive data.
  • Assisted customers with navigating websites for online orders or account management tasks.
  • Provided feedback on the efficiency of the customer service process.
  • Developed constructive relationships with customers through active listening skills.
  • Monitored customer satisfaction levels through surveys and other feedback mechanisms.
  • Tracked customer complaints from initial contact to resolution closure.
  • Worked collaboratively with colleagues across multiple departments on complex cases.
  • Contributed ideas for improving existing processes related to customer care services.
  • Evaluated team performance against set targets regularly and recommended corrective actions as needed.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Promoted available products and services to customers during service, account management and order calls.

Tech Support Specialist

GoDaddy Inc.
04.2022 - 03.2023
  • Upload, maintain, and optimize website content
  • Publish new content following the content calendar
  • Optimize published content to meet new SEO and stylistic standards
  • Collaborate with Marketing and IT teams to develop new web page layouts
  • Seek ways to improve our content campaigns and publishing schedule.
  • Provided technical support to customers via phone and email.
  • Documented customer inquiries and resolutions in a ticketing system.
  • Performed maintenance tasks such as virus scanning, disk defragmentation.
  • Collaborated with internal teams to resolve escalated customer queries quickly.
  • Ensured compliance with company policies regarding security protocols.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Conducted workflow analysis, space design or cost comparison analysis.
  • Documented customer interactions and contact information into company database.

Premier Consultant Specialist

AT&T
03.2020 - 03.2022
  • Performed Transfer of Billing & Responsibility
  • Moved accounts from one account to another
  • Assisted customers in paying their wireless bills through a secured form
  • Assisted customers in purchasing new lines of service
  • Assisted customers with the company application and online access
  • Meeting company metrics and performances
  • Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Maintained positive working relationship with fellow staff and management.

Property Management Assistant

LVS Investment Properties LLC
Jacksonville, FL
02.2017 - 01.2020
  • Processed incoming payments from tenants in a timely manner.
  • Responded quickly to emergency situations involving tenants or properties.
  • Responded to tenant maintenance requests according to agreed conditions for building functionality.
  • Investigated and resolved property complaints and violations to foster pleasant living environment for residents.
  • Built relationships with service vendors and submitted associated billing statements.
  • Collected monthly assessments, rental fees, deposits and payments.
  • Updated tenant and unit information to keep current in housing database.
  • Created weekly vacancy reports summarizing availability across all properties.
  • Met with clients to negotiate management and service contracts.
  • Collected rent from tenants to pay maintenance and repair costs and other expenses.
  • Oversaw and monitored preventative maintenance and energy management inspections and programs.
  • Provided support for the leasing team during peak times such as move-ins and move-outs.
  • Solicited and analyzed bids for repairs, renovation and general maintenance.
  • Completed lease applications and verifications, notifying prospects of results.
  • Inspected properties regularly to identify deficiencies and schedule repairs.
  • Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
  • Worked with on-site and remote service providers to support tenants requesting accommodations.
  • Met with prospective tenants to show property and assess applications or sign leases.
  • Handled resident complaints and expedited maintenance requests.
  • Implemented rental payment policies and pursued delinquent accounts via phone calls and personal visits.
  • Executed leases with new and returning tenants, collecting pertinent information for background investigations and credit checks.
  • Managed day-to-day activities involving tenants, subcontractors and property management.
  • Coordinated with maintenance and contractors to promote timely turnovers after move-outs.
  • Managed accounts payable processes including vendor invoices, payment approvals and reconciliation of accounts receivable ledgers.
  • Scheduled maintenance calls.
  • Contacted tenants to collect overdue rent or to discuss other important issues.
  • Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.
  • Enhanced event space quality by partnering with construction crews and contractors to complete maintenance and repairs.
  • Prepared and submitted monthly tenant visit logs.
  • Facilitated tenant paperwork processing and verification.
  • Assisted with the preparation of rental agreements, lease renewals and other documents related to property management.
  • Performed administrative tasks such as answering phones, filing documents and preparing correspondence.
  • Conducted regular inspections of properties to identify any potential maintenance or repair issues.
  • Coordinated with contractors to ensure timely completion of repairs or renovations.
  • Updated tenant records and maintained accurate files for all tenants.
  • Compiled detailed reports on property conditions, occupancy rates and financial performance.
  • Maintained positive relationships with tenants by responding promptly to inquiries and requests.

IT Specialist

Convergys, Apple. INC
Jacksonville, FL
07.2013 - 12.2017
  • Identified ways to avoid recurrence of customer issues by improving the processes, reviewing technical articles, & recommending changes
  • Troubleshoot IOS Devices / Troubleshoot MAC Devices
  • Handled all troubleshooting aspects of customer IOS Devices and MAC
  • Customer Care Agent for AT&T-Convergys
  • Handled inquiries related to service, coverage, features, devices, accessories, repair & troubleshooting, billing, service activations, and changes
  • Answered in-coming support related phone calls as the first line of contact for the company and provided a positive customer satisfaction experience
  • Handled customer acquisitions; Handled customer accounts Program Administrator/Coordinator
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Provided technical support for users experiencing hardware or software issues.
  • Investigated system errors to determine root cause of issue and implement solutions accordingly.
  • Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
  • Supported customers with online billing, access, and account issues.
  • Provided guidance on best practices for using technology resources securely.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
  • Updated customer information and account status in the database following each interaction.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
  • Maintained positive working relationship with fellow staff and management.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.

Senior Credit Card Processing Closer and Account Developer Merchants

Capital Access
Long Island, NY
02.2010 - 05.2013
  • Telemarketer - Senior Closer within a 30-day time frame
  • Oversee Department and Administrative Duties/ Monitor a dialing system; perform all secretarial and clerical duties
  • Assisting in Department Marketing plans and strategies
  • Provide clients with affordable credit card processing rates; Approve or Deny client applications
  • Create all department forms, letters, applications and employee templates
  • Managed and resolved concerns, problems or issues to avoid closing delays.
  • Provided excellent customer service throughout the entire process.
  • Filed and maintained loan records.
  • Checked applicant credit, personal references and employment histories.
  • Delivered excellent customer service by identifying needs and recommending custom solutions.
  • Worked closely with lenders to ensure timely closings.
  • Prepared and delivered loan documents to title and escrow teams.
  • Established credit limits and grant extensions of credit on overdue accounts.
  • Prepared and audited loan file documents for long-term file maintenance.
  • Assembled and compiled documents for loan closings.
  • Liaised between front line and lender or portfolio manager and underwriting.
  • Researched title issues as needed to resolve any discrepancies or questions that arose during the process.
  • Contacted credit bureaus, employers and other sources to check applicants' credit and personal references.
  • Answered questions and advised customers regarding loans and transactions.
  • Reviewed customer accounts to determine on-time payments and loan terms compliance.
  • Interviewed loan applicants to obtain personal and financial data and assist in completing applications.
  • Scanned and uploaded loan and related documents into system.
  • Ensured proper execution of all documents at the closing table.
  • Reviewed title commitments to ensure clear titles were obtained prior to closing.
  • Accepted payment on accounts.
  • Recorded applications for loan and credit, loan information and disbursements of funds.
  • Responded to customer inquiries and researched answers to questions.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Call Center Representative

Family Counseling Services
Mount Sinai, NY
05.2009 - 12.2010
  • Provide affordable burial options
  • Performed various administrative functions, such as ordering, maintaining an inventory of supplies; preparing email correspondence for families
  • Scheduled family planning for the deceased or living
  • Conducted Door - to - Door Funeral Marketing techniques

Education

Bachelor's Degree - Graphic Arts and Web Development & Design

Mercy College
New York, NY
07-2007

Associates Degree - Business Management & Computer Engineering

Phoenix University
Phoenix, AZ
06-1997

Skills

  • Customer Service
  • Call Center
  • Customer Care
  • Customer Support
  • Microsoft Office
  • Sales Experience
  • Collections
  • Multi-line Phone Systems
  • Citrix
  • IT Support
  • Acquisitions
  • Family Planning
  • Operating Systems
  • MySQL
  • Web Development
  • Linux
  • Java
  • SQL
  • HTML5
  • JavaScript
  • Microsoft SQL Server
  • XML
  • Computer Science
  • LAN
  • AWS
  • C/C
  • User Interface (UI)
  • Assessments
  • Verbal Communication
  • Customer focus & orientation
  • Data Collection
  • Customer Relationship Management
  • Call Management
  • Technical assistance
  • Support Services
  • Helpdesk operations
  • Remote Support
  • Technical background
  • Troubleshooting and diagnostics
  • Training and coaching
  • CRM software
  • Escalation management
  • Customer satisfaction measurement
  • Complaint handling
  • Assertiveness
  • Follow-up calls
  • Call center experience
  • Live chat support
  • Appointment scheduling
  • Billing coordination
  • Contract negotiation expertise
  • Customer service
  • Project management
  • Phone etiquette
  • Claims monitoring
  • Documentation and reporting
  • Conflict mediation
  • Database research
  • Call handling
  • Issue follow up
  • Product education
  • Active listening
  • Decision-making
  • Technical troubleshooting
  • Verbal and written communication
  • Relationship building
  • Inbound customer service
  • Task prioritization
  • Multitasking and organization
  • Stress management
  • Time management
  • First call resolution
  • Issue escalation
  • Punctuality and reliability
  • Product knowledge
  • Quality assurance
  • Adaptability and flexibility
  • Data entry
  • Empathy and patience
  • Problem resolution
  • Order processing
  • Customer relations
  • Call logging
  • Payment processing
  • Returns and exchanges

Contact

Las Vegas, Nevada 89122

References

References available upon request.

Education

Phoenix, AZ,New York, NY

Assessments

  • Verbal Communication, 07/2019, Completed/Highly Proficient
  • Assessments for Real Estate Property Managers 01/2020, Completed/Highly Proficient
  • Customer service, 03/2023, Completed/Highly Proficient
  • Customer focus & orientation, 03/2024, Completed/Highly Proficient
  • Tech Support Specialist, 04/2024, Completed/Highly Proficient

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Customer Care Advisor

Concentrix
03.2024 - 11.2024

Tech Support Specialist

GoDaddy Inc.
04.2022 - 03.2023

Premier Consultant Specialist

AT&T
03.2020 - 03.2022

Property Management Assistant

LVS Investment Properties LLC
02.2017 - 01.2020

IT Specialist

Convergys, Apple. INC
07.2013 - 12.2017

Senior Credit Card Processing Closer and Account Developer Merchants

Capital Access
02.2010 - 05.2013

Call Center Representative

Family Counseling Services
05.2009 - 12.2010

Bachelor's Degree - Graphic Arts and Web Development & Design

Mercy College

Associates Degree - Business Management & Computer Engineering

Phoenix University

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Victoria Smith