Linda Smith Career Portfolio

Value Proposition

Work Samples

Strategic Value

Testimonials

Resume

Value Proposition

Exceptional Customer Service Specialist who solves customer problems

quickly with fewer than 3% callbacks!

Maintained lowest per call time of the entire customer service staff

Trained/coached customer service team to reduce their call time by an average of 15%

Sold new products to over 30 % of the customers (780 people) calling in for support.

Maintained a 99% satisfaction rating from our customer base

Reclaimed relationships with 95% of our lost customers by initating a lost customer call program to identify customer issues, resolve their concerns and invite them back into the fold

Implemented a conflict resolution training program to prevent customer losses due to inappropriate handling of an irate client

Strong leader who helps drive the department's success with fresh, creative ideas for enhancing customer service

Work Samples

Work Samples

1. Work Sample 1

This is copy of the Conflict Resolution Course I developed for the Customer Service Department at Citigroup. It was needed since the reps were having difficulty dealing with irate customers and as a result, we were losing long term customers. The training resolved this problem and we were even able to reclaim 95% of the customers we had lost!

Customer Service Conflict Resolution - Linda Smith.pdf

2. Work Sample 2

This Custome Service Tips Workshop taught customer service reps tips and techniques for processing calls faster while continuing to courteous and friendly. It helped reduce call turnaround time by an average of 15% across the department.

Tips for Handling Customer Service Calls Faster.doc

Strategic Value

Strategic Value

This presentation describes Linda Smith's Strategic Value to a company. It includes an overview of what's she's done, her major accomplishments, her three areas of strategic value where she contributes most strongly to customer service, her contributions to each of these 3 areas and a summary of what she can do for your company.

Linda Smith Strategic Business Value Presentation.doc

Testimonials

Testimonials

"Linda Smith is the best customer service rep we’ve ever had. Her ability to solve customer problems quickly, sell products to customers, and mentor other staff members is unsurpassed. I wish I had 20 more like her!”

Peter Harrison, Manager Customer Service, Citigroup

“Every time I call in, Linda is kind and patient, really listens to me and solves my problems. She’s a real Gem!.”

Ed Baker, Citigroup Customer

Resume Linda Smith http://www.linkedin.com/in/lindasmith ___________________________________________________________________70 Villa Canyon #490 CANDIDATE FOR: 813-421-0001Tampa, FL 33617 Sr. Customer Service Representative lsmith_charter.com___________________________________________________________________ VALUE: Exceptional Customer Service Specialist who solves customer problems quickly with fewer than 3% callbacks and sells new products to over 30 % of the customers calling in for support. PROFESSIONAL SUMMARY: Im a Senior Customer Service Representative with over 3 years experience resolving customer problems and consistently maintaining a high call volume and customer satisfaction rating. Ive maintained lowest per call time of the entire staff and coached others on team to reduce theirs by an average of 15%. As a fast learner who enjoys challenges, I can produce the same results for you and more. Core Strengths • Active Listening • Sell Add-On Products • Follow Through • Problem Solving • Solid Reputation w/Customers • Customer Rapport • In Depth Research • Clear/Concise Solutions • Conflict Resolution • Coaching Co-Workers HOW I CAN HELP GEICO: Improve call turnaround time by 15% for the entire customer service departmentIncrease accuracy/brevity of call records by 20% to make easier for non- originating customer service reps to service follow up calls from customersServe as a leader/coach for other customer service reps to help increase their performance COMPUTER/SPECIAL SKILLS: Software: Windows 2000/XP/7, MS Office 2003/2007/2010, Internet Explorer, and all Tracking and Sales EMPLOYMENT HISTORY: Citigroup, Tampa, FLCustomer Service Representative July 2003 - Present • Resolved 97% of incidents with no call back by diagnosing and answering customer questions quickly and thoroughly • Sold 30% more low interest credit cards to customers than any other customer service rep by pointing out the programs key benefits • Maintained knowledge of products and able to answer customer questions from information on Intranet site • Kept a positive attitude in busy and demanding environment • Preserved confidentiality of Citigroup customers and employeesComputer Associates, Tampa, FL Senior Telesales RepresentativeMay 1999 - June 2003 • Exceeded my sales quota by 20% each quarter by listening to customers and recommending solutions to match their needs and budget • Sold mainframe backup and security software to customers • Coached new and existing telesales representatives to effectively sell our products so all our salesreps were able to meet or exceed their quarterly sales quota • Contributed sales tips to the quarterly sales newsletter • Participated in the development and delivery of the annual sales kickoff meetingsCompUSA, New York, NY Sales RepresentativeAugust 1998 - April 1999 • Sold an average of $225,000 more per quarter than any other salesrep in the region by aggressively seeking out new customers and selling more product to my existing customer base • Sold PCs, printers, peripherals, software and training to customers • Assisted customers with questions and problems with their hardware and softwareOther Employers: • Health Care USA, Customer Service Representative 1997 - 1998 • Johnson & Johnson, Salesrep 1995 - 1997VOLUNTEER WORK/COMMUNITY SERVICE:Project Manager, United Way, Tampa, FL 2008 - 2010EDUCATION & PROFESSIONAL DEVELOPMENT:Associate of Science DegreeHillsborough Community College, Tampa, FL