Laverne Smith
Atlanta
Summary
I have six years of Customer Service Representative experience and I would be a great addition to your company. I also have excellent communication skills, writing skills and a great problem-solver. I am dedicated, dependable, and a hardworking individual who strives in delivering an outstanding customer service experience to all customers or clients that I serve on a daily basis.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Program Support Assistant
National Labor Relations Board (NLRB)
Oakland
11.2024 - Current
- Assisting field office attorneys with trial proceedings by organizing evidence and independently preparing and assembling legal documents to support cases.
- Maintaining case files by establishing and organizing documents, recording actions, updating all electronic case records and databases (Case Management software), and confirming case statuses with attorneys.
- Utilizing the Agency's electronic case processing system to provide technical support and guidance to various staff members in operational uses, tracking, retrieval and electronic recordkeeping.
- Arranging and preparing material to final format for a variety of legal and administrative documents.
- Responded to customer service requests through email or telephone contact.
- Created spreadsheets to track progress towards program goals and objectives.
- Docket unfair labor charges and Amended charges.
- Process Notice of Appearance
- Docket Deferral Letters
- Adding incoming labor charges to Excel spreadsheet
Assistant Manager
Family Dollar
Columbus
07.2024 - 10.2024
- As an Assistant Manager, I'm responsible for providing exceptional service to customers, assisting the Store Manager in daily operations, maintaining inventories, store appearance, and completing daily paperwork.
- Maintained accurate records of sales transactions using point of sale systems.
- Monitored employee attendance records, timekeeping and payroll information.
- Maintained up to date knowledge of company products and services.
- Supervised daily operations including schedule shift, assigning duties.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Resolved conflicts between team members in an effective manner.
- Established processes of monitoring customers satisfaction levels.
- Provided guidance and support to junior staff members on daily tasks, projects, objectives.
- Developed a system for tracking inventory and ordering supplies as needed.
- Assisting Store Manager with payroll, and Paid Time Off for employees.
Overnight Freight Team Lead Associate
The Home Depot
LaGrange
07.2023 - 06.2024
- Unloading merchandise, packing out freight, using pallets jacks, processing damaged merchandise.
- Identified damaged goods and reported them to supervisor for further action.
- Stacked freight in designated areas according to one, type, style, and product code.
- Utilized RF sac annex equipment to accurately process orders from inventory system.
- Followed proper lifting techniques when moving heavy objects manually.
- Inspected merchandise for damages proof to stocking shelves.
- Operated material handling equipment such as pallet jacks, forklifts safety and efficiently.
- Performed daily cycle counts of inventory items as part of quality assurance program.
- Assisted in general housekeeping duties as needed.
- Verified accuracy of shipments against shipping documents.
- Collaborated with team members to complete tasks efficiently and on time.
- Maintained a clean work area throughout the shift.
- Unloaded incoming truckloads with forklift or by hand when immediately.
- Organized stock on shelves so items are accessible and easy to find for customers and associates.
- Transported supplies between departments using mechanical devices likes carts or dollies.
- Ensured that all safety regulations were followed while loading and unloading freight.
- Received, sorted and stocked incoming freight into designated areas within the warehouse facility.
- Used proper case cutting techniques to cut and sort loads.
- Checked shelves in department to replenishment needs.
- Removed expired and overripe items to provide freshest options and eliminate health risks.
Debtor Contact Representative
Social Security Administration
Richmond
09.2021 - 03.2023
- Interviews beneficiaries or their representatives who call the DMS 800 number to determine the nature of their problem or inquiry.
- Handles contacts made via relay operator of TDD machines to assist those with hearing and/or speech impairments and provides program information and assistance to beneficiaries, claimants and the general public via telephone related to collection of overpayment.
- Examines material and or systems data (RECOOP, MBR, SSR, etc.) related to the overpayment recovery effort including the payment history of the overpaid individual, repayment agreement and previous recovery efforts.
- Contact overpaid individuals by telephone, answering a variety of questions about the debt collection process and advises the individuals when they are delinquent in making their payments.
- Negotiates repayment in full or when that's not possible on a monthly payment schedule, ascertain when payment will be received or why payment is delayed.
- Updates the Recoop billing system when appropriate and maintains schedule follow-up action on any necessary re-contacts.
- Prepared complete documentation on these contacts detail agreements and for purposes of future action.
- Documentation are made in REMARKS section of the RECOOP system and MBR/SSR.
Customer Service Specialist
HomeDepot
Brentwood
05.2020 - 09.2021
- This position is responsible for providing effective customer service for all external customers (The Home Depot Associates) by using excellent, in-depth knowledge of company products, programs as well as effectively communicating with internal team members.
- Enters and audits all purchases orders for The Home Depot stores including type, amount total cost and delivery schedule for the order(s), prepared daily batch sales reports.
- Arranges daily weekly delivery schedule to customer stores, works directly with dispatchers to schedule appointment for timely deliveries and to resolve delivery/schedule issues as they arise according to established department policies and procedures.
- Multi-task on a regular basis by keyboarding order intake and scheduling as needed.
- Provides timely feedback to the department regarding service failures or customer concerns, while working to assist store level associates with product inquiries.
- Quotes special order product pricing as required using established process.
- Partners with the sales team to meet and exceed customer's service expectations.
- Provides assistance at store level with product knowledge questions.
- Records and files copies of orders received according to date entered into ESD system.
- Reviews inventory identifies out of stock product by reviewing with internal and external vendors, reports results or needs as directed.
- Provides work direction to internal special order teams and perform administrative duties.
- Works with customer service reps in maintaining POP stock provides training in accordance with department/company policies/procedures, assisting with RTV and or various store issues.
Patient Care Advocate
Express Scripts
Virginia Beach
09.2019 - 04.2020
- Patient Care Advocate for Express Scripts is to handle customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits.
- Work to research and resolve problems in a timely manner.
- Assist members in understanding and maximizing the use of their pharmacy distribution program.
- My duties as a Patient Care Advocate is to handle inbound and outbound member, providers and physician calls.
- Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.
- Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines.
- Maintain accurate and complete documentation of all inquiries in orders to continuously improve the customer service process and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs.
- Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety.
- Other duties as needed.
Room Attendant
Fairfield Inn Suites Marriott
Williamsburg
10.2019 - 02.2020
- Room Attendant are responsible for ensuring that all guest rooms is presented according to the organization's standards, while helping to create an atmosphere of exceptional guest service, teamwork, and excellence.
- My responsibilities as a Room Attendant was to clean assigned guest rooms according to standards.
- Specific duties include, however are not limited to, changing bed linens, making beds, dusting and polishing furniture, vacuuming, cleaning the bathroom, changing guest towels, removing all garbage from guestrooms, deep cleaning and placing furniture back to its original position.
- Actively participate in department-Specific initiatives, working towards sustainable operations.
- Works cooperatively as an active member of the housekeeping team towards ensuring safe work practices are adhered by at all times.
- Complies with all established department and company policies, procedures and code of ethics.
- Performs other tasks as assigned by management.
- Upholds the highest standard of internal and external customer service levels at all times.
MetLife Long Term Care Consultant
Sutherland Global Logistics
Chesapeake
07.2017 - 07.2019
- My duties as a Metlife Long Term Care Consultant is to attract potential customers by answering product and service questions; suggesting information about other products and services.
- Open customer accounts by recording account information.
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and problem; accepting correction or adjustment; following up to ensure resolution.
- Maintains financial accounts by processing customer adjustment.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Contributes to team effort by accomplishing related results as needed.
Environmental Service Aide
Sodexo
Norfolk
12.2016 - 07.2017
- My duties as a Environmental service aide was clean all patient care and non-patient care areas using standard cleaning procedures to include replenishing restroom supplies.
- Clean patient rooms at time of checkout and isolation rooms using standard Seven Step Procedure.
- Removes and dispose all regular and infectious waste.
- Clean walls, windows and glass fixtures in patient rooms and nursing station and clinical offices areas.
- Sweep, mop all floors including patient rooms and nursing station and clinical offices areas.
- Vacuum carpets in carpeted areas.
Personal Care Assistant (PCA)
Blessed Hands and Heart
Richmond
04.2016 - 11.2016
- My duties as Personal Care Assistant assist the client with personal care activities including: bathing, skin care, back rub, hair care, nail care, dressing and undressing, feeding, oral hygiene, shaving, grooming and bedtime care.
- Assist the client to the bathroom or in use of urinal or bedpan.
- Keep incontinent clients clean and dry.
- Assist the client with client's self-administration of medications.
- Assist the client with personal communication skills, as needed.
- Prepare appropriate documentation of the client care or services furnished.
- Report all clients and employee incidents/accidents to supervisor immediately.
- Assist the client with exercise, ambulation and transfer activities.
- Observe safety precautions including: wiping up wet floors, spills and other falling hazards immediately.
- Also report safety hazards, frayed electrical cords, unsecured handrails, malfunctioning smoke and carbon monoxide detectors/alarms, defective equipment or environmental hazards to supervisor on the same day of observation.
- Engage in respectful social interaction with client, including friendly conversation and empathic support, as well as, respecting client's privacy and property.
- Exhibit positive attitude and behavior and demonstrate respect for clients.
- Maintain proper handwashing techniques.
- Respond and attend to client's respect promptly.
- Maintain absolute confidentiality of all information pertaining to clients, including client's families.
Environmental Services Aide
Sentara Princess Anne Hospital
Virginia Beach
06.2015 - 11.2016
- My duties as a Environmental service aide was broad knowledge of housekeeping tasks and projects.
- Strong ability to maintain high standards of cleanliness and sanitation.
- Wide knowledge if hand washing techniques and standard precautions.
- Immense ability to scoop, bend, lift, and stand for long periods of time.
- Maintain a specified area of the hospital, and it's related building in a hygienic condition.
- Performed cleaning of patient rooms, offices, clinical area, waiting area, living area, corridors and stairways in a clean and sanitary manner.
- Participated in department meetings and staff development leagues in services.
- Established efficient and safe use of housekeeping instrumentation and solutions.
- Clean interior windows, moved equipment, furniture and replace drapes.
Room Attendant/Laundry Attendant/Inspector
Fairfield Inn & Suites
Williamsburg
03.2014 - 05.2015
- Room Attendant are responsible for ensuring that each of the guest rooms is presented according to the organization's standards, while helping to create an atmosphere of exceptional guest service, teamwork, and excellence.
- My responsibilities as a Room Attendant was to clean assigned guest rooms according to standards.
- Specific duties include, however are not limited to, changing bed linens, making beds, dusting and polishing furniture, vacuuming, cleaning the bathroom, changing the guest towels, removing all garbage from guestrooms, deep cleaning and placing furniture back to its original position.
- Actively participate in department-Specific initiatives, working towards sustainable operations.
- Works cooperatively as an active member of the housekeeping team towards ensuring safe work practices are adhere to at all times.
- Complies with all established department and company policies, procedures and code of ethics.
- Performs other tasks as assigned by management.
- Upholds the highest standard of internal and external customer service levels at all times.
Room Attendant/Inspector
Fairfield Inn & Suites Marriott
Watertown
02.2012 - 03.2014
- Room Attendant are responsible for ensuring that each of the guest rooms is presented according to the organization's standards, while helping to create an atmosphere of exceptional guest service, teamwork and excellence.
- My responsibilities as a Room Attendant was to clean assigned guest rooms according to standards.
- Specific duties include, however are not limited to, changing bed linens, making beds, dusting and polishing furniture, vacuuming, cleaning the bathroom, changing the guest towels, removing all garbage from guestrooms, deep cleaning and placing furniture back to its original position.
- Actively participate in department Specific initiatives, working towards sustainable operations.
- Works cooperatively as an active member of the housekeeping team towards ensuring safe work practices are adhere to at all times.
- Complies with all established department and company policies, procedures and code of ethics.
- Performs other tasks as assigned by management.
- Upholds the highest standard of internal and external customer service levels at all times.
Room Attendant/Laundry Attendant
Holiday Inn Express & Suites
Watertown
07.2011 - 07.2012
- Room Attendant are responsible for ensuring that each of the guest rooms is presented according to the organization's standards, while helping to create an atmosphere of exceptional guest service, teamwork and excellence.
- My responsibilities as a Room Attendant was to clean assigned guest rooms according to standards.
- Specific duties include, however are not limited to, changing bed linens, making beds, dusting and polishing furniture, vacuuming, cleaning the bathroom, changing the guest towels, removing all garbage from guestrooms, deep cleaning and placing furniture back to its original position.
- Actively participate in department Specific initiatives, working towards sustainable operations.
- Works cooperatively as an active member of the housekeeping team towards ensuring safe work practices are adhere to at all times.
- Complies with all established department and company policies, procedures and code of ethics.
- Performs other tasks, as assigned by management.
- Upholds the highest standard of internal and external customer service levels at all times.
Education
Diploma - Dental Assistant
Everest College
Chesapeake, VA11-2012
High school diploma -
Pennfoster High School
Scranton, PA11.2008
Diploma - Pharmacy Technician
Penn Foster Career School
Scranton, PA08-2008
Paralegal Certificate - Paralegal Studies
Penn Foster College
Scottsdale, AZSkills
- Time Management
- Organizational Skills
- Customer Service
- Filing
- Problem Solving
- Multi-tasking
- Resolving Problems
- Docketing Unfair Labor Charges
- Analysis Skills
- Documentation Review
- Windows
- Claims Processing
- Research
- Typing
- Adobe Acrobat
- Microsoft Excel Spreadsheets
- Phone Etiquette
- Communication Skills
- Microsoft Word
- Computer Skills
- Process Amended Unfair Labor Letters
- Process Deferral Letter
- Update Notice of Appearance and Hearing Letters
Certification
- Pallet Jack Certification
- Driver's License
Personal Information
Authorized To Work: US
Timeline
Program Support Assistant
National Labor Relations Board (NLRB)
11.2024 - Current
Assistant Manager
Family Dollar
07.2024 - 10.2024
Overnight Freight Team Lead Associate
The Home Depot
07.2023 - 06.2024
Debtor Contact Representative
Social Security Administration
09.2021 - 03.2023
Customer Service Specialist
HomeDepot
05.2020 - 09.2021
Room Attendant
Fairfield Inn Suites Marriott
10.2019 - 02.2020
Patient Care Advocate
Express Scripts
09.2019 - 04.2020
MetLife Long Term Care Consultant
Sutherland Global Logistics
07.2017 - 07.2019
Environmental Service Aide
Sodexo
12.2016 - 07.2017
Personal Care Assistant (PCA)
Blessed Hands and Heart
04.2016 - 11.2016
Environmental Services Aide
Sentara Princess Anne Hospital
06.2015 - 11.2016
Room Attendant/Laundry Attendant/Inspector
Fairfield Inn & Suites
03.2014 - 05.2015
Room Attendant/Inspector
Fairfield Inn & Suites Marriott
02.2012 - 03.2014
Room Attendant/Laundry Attendant
Holiday Inn Express & Suites
07.2011 - 07.2012
Diploma - Dental Assistant
Everest College
High school diploma -
Pennfoster High School
Diploma - Pharmacy Technician
Penn Foster Career School
Paralegal Certificate - Paralegal Studies
Penn Foster College