Jermaine Smith
Denver
Summary
Excellent communication, mathematical and versatile skills ready to take on the most challenging tasks.
I'm a dedicated customer service representative with extensive experience in the industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing with businesses.
Overview
23
23
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Representative
RTD / Access-A-Ride as
Denver
02.1998 - 09.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered customer inquiries via phone, email, and chat.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
Operations Customer Service Manager
Monarch Pet Products
Denver
08.2016 - 02.2019
- Maintained a team of 10 or more and trained all Warehouse workers to keep accurate records of all customer interactions in order to track progress over time.
- Trained new hires on company processes, Forklift equipment and best practices for safe and timely customer service deliveries.
- Partnered with other departments such as sales and marketing to create an integrated customer experience.
- Analyzed data from multiple sources to gain insight into customer satisfaction levels.
- Developed customer service policies and procedures to ensure high quality of service.
- Created monthly newsletters highlighting recent changes and updates related to services offered.
- Resolved escalated customer complaints in a timely manner by working closely with internal teams.
- Provided leadership and direction to the team of customer service representatives.
Producer/Stage Mgr.
S.w.a.g.g.P. , LLC
Denver
09.2012 - 11.2016
- Co-Director & Stage Mgr. of Plays & Concerts
- Studied scripts and made revisions and changes for improvement to produce highly successful programs.
- Tackled issues with crew members and actors immediately to achieve quick and effective resolution while keeping projects on schedule.
- Monitored progress of projects to ensure timely completion according to quality standards.
- Oversaw daily operations on set including scheduling, problem solving, budget tracking and creative decisions.
- Collaborated with directors, writers, designers, cinematographers, editors and other creatives throughout production process.
Owner/Landscaper
J&J Landscapes, LLC
Denver
02.2009 - 05.2012
- Providing quality customer care to customers & landscapes which included but not limited to Cutting, Edging, Decorating &/or Redecorating, Repotting, Designs, Cultivation, etc.
- Conducted performance reviews for employees on a regular basis.
- Ensured compliance with applicable laws and regulations related to business operations.
- Monitored performance of personnel against goals set forth by the company.
- Managed daily operations of business, including hiring and training staff.
Installer
JR Windows & Installations
Arvada
10.2006 - 08.2008
- Installing new windows for customers
- Maintained records of installations, repairs, maintenance and tests performed on computer systems.
- Demonstrated proper use of equipment to reduce accidents and meet health and safety requirements.
- Troubleshot and resolved installation issues promptly, minimizing impact on project timeline and customer satisfaction.
- Performed timely and reliable service in shops and outdoors in variable weather conditions.
- Provided exceptional customer experiences to service recipients.
Debt Collector
Truelogic, Inc
Englewood
01.2006 - 12.2006
- Calling old clients with over due payments
- Utilized skip tracing techniques to locate hard-to-find debtors.
- Conducted skip tracing to locate debtors who had changed address or employment status without notifying creditors.
- Explained the consequences of non-payment in a professional manner.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Processed incoming payments from customers according to established procedures.
- Reconciled discrepancies between customers' accounts and statements of account.
Sales Rep/Customer Service Representative
Craftmatic Adjustable Beds
Aurora
03.2005 - 02.2006
- Cold calling & fresh leads appointment setting & scheduling Sales Reps schedules.
- Negotiated pricing contracts with customers to maximize profits.
- Identified opportunities for cross-selling additional products and services.
- Developed and maintained relationships with customers to ensure repeat business.
- Organized client visits, presentations, product demonstrations and trade shows.
- Researched competitors' products, prices, and sales techniques.
Mortgage Broker Assistant /Branch Operations Manager
CP Mortgage, LLC
Aurora
06.2003 - 01.2005
- Operating two major offices for the CEO. I was responsible for auditing accounts and responsible for hiring and training new employees.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
Mortgage Broker Assistant
Moriah Mortgage, LLC
Aurora
02.2001 - 04.2003
- Operating office for VP of Operations. Making sure that appointments are kept & dealing with client complaints on callbacks.
- Negotiated terms of mortgages with lenders on behalf of clients.
- Verified employment history, income levels and other pertinent data from applicants' documents.
- Analyzed financial statements to determine borrower eligibility for loans.
- Resolved any issues or discrepancies related to loan processing.
- Educated customers about various types of mortgages available in the market.
- Monitored market trends in order to provide current advice about mortgage options.
- Assisted Mortgage Brokers in setting up appointments with potential clients.
- Reviewed contracts prior to closing to ensure all requirements are met.
- Reviewed credit reports, appraisals, title documents and other financial information for accuracy.
- Developed relationships with lenders to secure competitive interest rates for customers.
- Ensured compliance with federal and state lending regulations.
Education
Associate of Science - Energy Management
Echo Tech Institute of Aurora
Aurora, CO 08.2014 - 05.2016
Associate of Arts - Business Administration And Management
Community College of Denver
Denver, CO 09.1998 - 01/2000
Associate of Arts - English Composition
Colorado Mountain College of Rifle
Rifle, CO 05.1996 - 05.1998
Graduate Certificate - General Studies
Clearfield Job Corps
Clearfield, UT 06.1994 - 08.1996
General Studies
George Washington Highschool
Denver, CO 09.1992 - 01/1994
Skills
- Computer literate in Windows
- Microsoft Word
- Excel
- Power Point
- Trapeze (RTD)
- Forklift Certified
- Quick learner
- Team player
- Friendly
- Customer service
- Management
- Supervisor
- Hiring
- Training
- Team leader
- Team leadership
- Call center operations
- Workflow optimization
- Effective communication
- Problem solving
- Time management
- Active listening
- Punctuality and reliability
- Technical troubleshooting
- Data entry
- Positive and professional
References
Available upon request please
Timeline
Operations Customer Service Manager
Monarch Pet Products
08.2016 - 02.2019
Associate of Science - Energy Management
Echo Tech Institute of Aurora
08.2014 - 05.2016
Producer/Stage Mgr.
S.w.a.g.g.P. , LLC
09.2012 - 11.2016
Owner/Landscaper
J&J Landscapes, LLC
02.2009 - 05.2012
Installer
JR Windows & Installations
10.2006 - 08.2008
Debt Collector
Truelogic, Inc
01.2006 - 12.2006
Sales Rep/Customer Service Representative
Craftmatic Adjustable Beds
03.2005 - 02.2006
Mortgage Broker Assistant /Branch Operations Manager
CP Mortgage, LLC
06.2003 - 01.2005
Mortgage Broker Assistant
Moriah Mortgage, LLC
02.2001 - 04.2003
Associate of Arts - Business Administration And Management
Community College of Denver
09.1998 - 01/2000
Customer Service Representative
RTD / Access-A-Ride as
02.1998 - 09.2020
Associate of Arts - English Composition
Colorado Mountain College of Rifle
05.1996 - 05.1998
Graduate Certificate - General Studies
Clearfield Job Corps
06.1994 - 08.1996
General Studies
George Washington Highschool
09.1992 - 01/1994