La'Keshia Smith
Cleveland
Summary
- To obtain and gain more knowledge within the company, so that I can excel at what I do and rise within the corporation.
- Over fourteen years of experience in customer service and support, and from that, I have recognized strengths in account maintenance, problem-solving, and troubleshooting.
- I have solid computer/multitasking skills.
- Ability to train, motivate, and supervise customer service employees.
- A team player
Overview
21
21
years of professional experience
Work History
Customer Service Rep
WhirlpoolCXC
Cleveland
09.2010 - Current
- Assisting consumers with locating information pre-purchase.
- Scheduling service
- Providing basic trouble shooting information
- Selling extended warranties, product accessories, and parts.
Customer Service Rep for Whirlpool CXC
Randstad
Cleveland
11.2008 - 09.2010
- Quickly and efficiently solve the customers' challenges to help them reach a resolution.
- Always seeking new ways to improve searches for a resolution.
- Developed ways to speak and talk with customers who are very upset.
Pilgims Pride
Chattanooga
03.2006 - 12.2007
- Packaging Product
- Weighing Product
- Working All Positions On the Line
Night Manager
Wendy's
Chattanooga
10.2005 - 03.2006
- Counted and managed inventory and merchandise
- Handled escalated customers daily
- Responsible for entering payroll
- Counted and managed money for safe and night deposit
- Closed the store at closing time
- Responsible for knowing and being capable of doing every position within the store
Packaging
M&M Mars
Cleveland
01.2005 - 09.2005
- Packaging Product
- Stocking and cleaning recommended area
Education
Customer Service Certificate -
Cleveland State
Cleveland05.2020
GED -
Cleveland State
Cleveland09.2006
Cleveland High
Cleveland, TN05.2003
Skills
- Customer service
- Technical troubleshooting
- Product knowledge
- Sales techniques
- Inventory management
- Conflict resolution
- Customer relationship management
- Effective communication
- Time management
- Problem solving
- Team collaboration
- Data entry
- Scheduling services
- Service orientation
- Process improvement
- Training development aptitude
- Call center procedures
- Quality assurance controls
- Report creation
- Positive and professional
- Email management
- Building rapport
- Product education
- Team development
- Brand representation
- Staff training
- Dispute resolution
- Schedule mastery
- Cultural awareness
- Client relations
- Typing proficiency
- Research
- CRM software
- CRM software proficiency
- Refund management
- Tactful and diplomatic
- Appointment scheduling
- Multi-line phone talent
- Payment processing
- Executive management support
- Documentation
- Medical terminology
- Strong teamwork
- Minute taking
- Delivery scheduling
- Task prioritization
- Store maintenance
- Quality control
- Credit card payment processing
- Stress management
- Account management
- Call management
- [Software] CRM system proficiency
- High-energy attitude
- Call center experience
- Sales expertise
- Coordination
- Problem-solving
- Shipping procedures
- Warranty service
- Proofreading
- Creative problem solving
- Office equipment proficiency
- Lead generation
- Product sales
- De-escalation techniques
- Staff education and training
- Report generation
- Service upselling
- Support case resolution
- 10-key
- Document control
- Filing
- Critical thinking
- Retail marketing
- Customer relations
- Relationship building
Timeline
Customer Service Rep
WhirlpoolCXC
09.2010 - Current
Customer Service Rep for Whirlpool CXC
Randstad
11.2008 - 09.2010
Pilgims Pride
03.2006 - 12.2007
Night Manager
Wendy's
10.2005 - 03.2006
Packaging
M&M Mars
01.2005 - 09.2005
Customer Service Certificate -
Cleveland State
GED -
Cleveland State
Cleveland High