Wesley Smith
Allen,US
Summary
Dedicated Customer Support professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
SENIOR SUPERVISOR
Peloton
09.2019 - 05.2024
- Developed and implemented SOPs for customer service and staff protocols, ensuring operational consistency
- Coached and mentored agents and supervisors for increased performance, resulting in higher customer service ratings. Fostering a culture of continuous improvement and professional growth
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
Team Lead
Genpact
07.2018 - 12.2019
- Maintained up-to-date knowledge of policies and client updates, providing accurate guidance
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
SHIPPING AND RECEIVING MANAGER
Barnes and Noble College
06.2016 - 05.2018
- Managed product assortment, ensuring availability for students and faculty.
- Executed opening and closing procedures, maintaining store security and readiness.
- Streamlined inventory management processes, reducing stock discrepancies by 15%, ensuring timely availability of educational material.
- Optimized warehouse layout for efficient product flow from receiving to shipping areas, minimizing wasted time in transit between locations.
- Pulled, verified, and packaged items for shipment.
- Managed inventory control with meticulous attention to detail, ensuring accurate stock levels.
STORE MANAGER
Collin College
06.2014 - 07.2017
- Implemented customer service and staff SOPs, promoting operational consistency
- Assisted with hiring, training and mentoring new staff members.
- Fostered excellence in customer service through leadership
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Education
Bachelor Of Arts -
University of North Texas
Denton, TX12.2014
Associate Of Arts And Sciences -
Collin County Community College District
Plano, TX05.2011
Skills
- Data Analysis
- Process Monitoring and Improvement
- Training and mentoring
- Staff Management
- Employee Supervision
- Staff Development
- Process Monitoring
- Process Improvement
Timeline
SENIOR SUPERVISOR
Peloton
09.2019 - 05.2024
Team Lead
Genpact
07.2018 - 12.2019
SHIPPING AND RECEIVING MANAGER
Barnes and Noble College
06.2016 - 05.2018
STORE MANAGER
Collin College
06.2014 - 07.2017
Bachelor Of Arts -
University of North Texas
Associate Of Arts And Sciences -
Collin County Community College District
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