Waikiki Smith
Mesquite,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
Call Center Rep
Etech
04.2020 - 02.2024
- Take inbound calls from current customers in designated market area to maintain and upgrade accounts
- Offer excellent customer service
- Enter sensitive personal data and reactions of customers into the computer database system
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Call Center Agent
Genpact
02.2019 - 03.2020
- Received and responded to inbound customer calls/chat
- Comprehend customer requests, for products or services
- Provided information to the customer and place appropriate notes in the system indicating exactly what action was taken or needs to be taken
- Ensured accurate security procedures are followed on all e-commerce customer interactions
- Delivered outstanding service to our high-value customers by providing outstanding service and solutions to grow customer relationships
- Act as a product knowledge specialist
- Provided excellent customer service and provide answers to customer questions within set standards
- Responsible for ensuring adherence to all operations and compliance procedures
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
Customer Service Rep
Iqor
01.2018 - 01.2019
- Answering product and service questions
- Suggesting information about other products and services
- Cancel or upgrade accounts
- Process orders, prepare correspondences
- Fulfill customers needs to ensure customer satisfaction
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Department Manager
Mcdonalds
01.2013 - 01.2018
- Guide and direct others to serve quality fast food in the most manageable way
- Monitor food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner
- Count money, Do Paper work Make bank deposits
- Investigate and resolve complaints regarding food quality, service, or accommodations
- Perform some food preparation or service tasks such as cooking, cleaning tables, and serving food and drinks when necessary
- In charge of managers and crew training
- In charge of customer hospitality and needs
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
Education
High School Diploma -
Canton High School
05.2011
Skills
- Word Processor
- Customer Service
- Microsoft
- Data Entry
- Power Point
- Excel Spreadsheet
- Desktop Publishing
- Excellent communication skills
- Adaptable/problem-solving skills
- Able to take direction from overseer or site manager while adhering all safety procedures
- Skilled in handling copy, fax, and messenger
- Multitasking
- Call control
- Building rapport
- Cash handling
- Customer support
Timeline
Call Center Rep
Etech
04.2020 - 02.2024
Call Center Agent
Genpact
02.2019 - 03.2020
Customer Service Rep
Iqor
01.2018 - 01.2019
Department Manager
Mcdonalds
01.2013 - 01.2018
High School Diploma -
Canton High School
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