Joi Smith
Riverdale
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
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Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Care Representative
First Multiple Listing Services
Atlanta, GA
08.2019 - Current
- Diagnose and troubleshoot software problems that FMLS members encountered via phone, email and live Chat
- Responsible for identifying trends and/or issues and alerting Product Champions (Sr. CCR), Customer care lead or supervisor
- Resolved customer inquiries using CRM (customer Relationship Management) software to enhance satisfaction and retention.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Contributed to team success, consistently achieving call center performance metrics, which is constantly above 92% survey score
Help Desk Analyst- Chick Fil A HELP
Thompson Technologies
Atlanta, GA
05.2018 - 07.2019
- Provided exceptional remote support via phone, email, remote, or chat, ensuring timely resolutions for geographically diverse users.
- Diagnosed and troubleshot hardware, software and network issues
- Developed knowledge base of frequently asked questions and solutions, facilitating issue resolution
- Provided timely support through ticketing systems, ensuring efficient incident management.
Customer Support Specialist-Help Desk
WorldPay
Atlanta, GA
11.2016 - 05.2018
- Navigated merchants through troubleshooting and repairing issues with their terminals
- Assisted merchants with overall transaction inquires
- Sold and upgraded terminals to existing merchants
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
HR Administrator
Reel Security Corp of Georgia
Atlanta, GA
08.2015 - 04.2016
- Managed employee onboarding processes, ensuring smooth integration into company culture.
- Facilitated smoother onboarding experiences, preparing and updating orientation materials.
- Updated HR database with new employee information, changes in benefits, and other details.
- Coordinated employee scheduling, ensuring workload coverage
Business Analyst/R&D Coordinator
NextGen Healthcare Information Systems/QSI
Atlanta, GA
11.2013 - 05.2015
- Facilitated cross-departmental collaboration to enhance process efficiency.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Developed and maintained the process and procedures manual for "Special Projects" and served as point of contact for clients and colleagues
Quality Assurance Specialist
GC Services
Copperas Cove, TX
02.2012 - 12.2012
- Regularly monitored all account representatives’ calls to ensure GC Services policies and client requirements are met.
- Collaborated with cross-functional teams to ensure alignment on quality standards and expectations.
- Evaluated performance data to drive strategic decisions aimed at improving overall service quality.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Account Representative
GC Services
Copperas Cove, TX
04.2010 - 02.2012
- Called customers to discuss status of account which includes days of delinquency and amount past due.
- Negotiated arrangements by educating customer on simple interest loans and penalties for continuing to be delinquent.
- Documented collection activities and conversation into the computer system while speaking with the customer.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
Intern
Atlanta Medical Center
Atlanta, GA
12.2007 - 03.2008
- Completed 225 hours of shadowing the manager and working independently in Bariatric, Employee Health, Admissions and Physician Relations to complete three self-implied learning objectives.
- These objectives were: Analyze a budget, assist in the administrative operation of a department and its interdepartmental relationships and to review and correlate data of multiple departments as it relates to the compliance to the standard of practice.
- Duties to satisfy these objectives included reviewing with the manager the purchase and receipt journal and made corrections to P&L report prior to final report being submitted and worked in the multiple departments.
- Completed various reports like Profit and Loss, infection control, physician contract revision and physician visit log reports
- Assisted in patient intake processes, ensuring accurate data collection and documentation.
- Supported staff members of the Employee Health Clinic in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
Education
No Degree - Medical Records And Health Information Assistant
Military To Medicine Program
11-2011
Bachelor of Science - Healthcare Management
Clayton State University
Morrow, GA05.2008
Skills
- Customer service
- First call resolution
- Order processing
- Product knowledge
- CRM software
- Management
- Types 38 wpm
- Computer skills: Microsoft Word, Excel, PowerPoint, Outlook
- Data entry
- Call center experience
- Complaint handling
- Multitasking and organization
- Empathy and patience
- Adaptability and flexibility
- Active listening
- Phone etiquette
- Technical troubleshooting
- Security verification
- Point-of-sale system
- Calm under pressure
- Teamwork and collaboration
- Call documentation
- Customer relationship management (CRM)
- LiveChat messaging
Certification
- Congregational Dementia Care Companion, Emory Nursing Experience - January 2026
- HDI Support Center Analyst, Help Desk Institute - July 2018
- First Aid CPR AED, American Heart Association, October 2024
Timeline
Customer Care Representative
First Multiple Listing Services
08.2019 - Current
Help Desk Analyst- Chick Fil A HELP
Thompson Technologies
05.2018 - 07.2019
Customer Support Specialist-Help Desk
WorldPay
11.2016 - 05.2018
HR Administrator
Reel Security Corp of Georgia
08.2015 - 04.2016
Business Analyst/R&D Coordinator
NextGen Healthcare Information Systems/QSI
11.2013 - 05.2015
Quality Assurance Specialist
GC Services
02.2012 - 12.2012
Account Representative
GC Services
04.2010 - 02.2012
Intern
Atlanta Medical Center
12.2007 - 03.2008
Bachelor of Science - Healthcare Management
Clayton State University
No Degree - Medical Records And Health Information Assistant
Military To Medicine Program