Naveh Louis-Smith
Augusta,GA
Summary
Accomplished representative focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes. I am extremely hard-working with exceptional experience leading teams, delivering results, and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies. Personable Member Service Representative offering four years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Ambassador
Activus Connect
07.2024 - 12.2024
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Project Manager
GE Healthcare
02.2023 - 07.2024
- Planned, designed, and scheduled phases for large projects.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Identified plans and resources required to meet project goals and objectives.
- Met project deadlines without sacrificing build quality or workplace safety.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Analyzed project performance data to identify areas of improvement.
- Maintained open communication by presenting regular updates on project status to customers.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Apartment Leasing Consultant
Nine Two Six West
07.2022 - 08.2023
- Provided exceptional customer service to both current and prospective residents, resulting in high levels of satisfaction and retention.
- Enhanced tenant satisfaction with prompt responses to maintenance requests and effective communication.
- Verified tenant incomes and other information before accepting lease applications.
- Distributed and followed up on tenant renewal notices.
- Coordinated move-in schedules to minimize disruption for existing residents while maximizing unit availability for new tenants.
- Organized and hosted community events, fostering a positive living environment for all residents.
- Greeted clients, showed apartments, and prepared leases.
Learning Support
Blue Cross Blue Shield
10.2022 - 02.2023
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Designed strategic plan for component development practices to support future projects.
- Audited team performance and compliance with P4P metrics.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Held weekly team meetings to inform team members on company news and updates.
Customer Service Representative
Blue Cross Blue Shield- TTEC
05.2022 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Education
GED -
Northeast Community School
Plantation, FL01.2022
Skills
- Customer Complaint Resolution
- Leadership and teamwork
- Creative problem solving
- Critical thinking
- Sales
- Timely Project Completion
- Customer Support
- Data entry proficiency
- Technical Troubleshooting
- Staff Training
- Records Management
- HIPAA compliance
- Typing 45 wpm
- CRM software / IVR
- CPR certified/ OSHA
- Health & Auto Insurance
Accomplishments
Position: Learning Support with Blue Cross Blue Shield
- Collaborated with team of 5 in the development of Learning Support with Blue Cross Blue Shield.
- Supervised team of 30 staff members.
- Documented and resolved call errors in my one on one coaching's which led to high driving customer satisfaction.
Position: Customer Service Representative with Blue Cross Blue Shield
- Less than 3 months out of training I was promoted to Learning support based on my advanced CSR skills
- Achieved my promotion by being active in our team chats and assisting peers whenever they would have a question.
- Created a digital notebook that would act as a reference for when you were stuck on a call. Notebook is still being used today!
Position: Project Manager with GE healthcare
- Achieved most sufficient Project Manager on my team by being ahead of my Planned Maintenances for 8 months.
- Promoted to all service regions of the state of Florida based on my quick and efficient working techniques.
Affiliations
- Learning Support
- Sales Associate - Champs Sporting Goods
- Sales Representative - AFLAC
Certification
- OSHA Certified
Timeline
Ambassador
Activus Connect
07.2024 - 12.2024
Project Manager
GE Healthcare
02.2023 - 07.2024
Learning Support
Blue Cross Blue Shield
10.2022 - 02.2023
Apartment Leasing Consultant
Nine Two Six West
07.2022 - 08.2023
Customer Service Representative
Blue Cross Blue Shield- TTEC
05.2022 - 02.2023
- OSHA Certified
GED -
Northeast Community School
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