Quincy Smith
Hampton
Summary
Customer service professional with proven communication skills and strong problem-solving ability. Recognized for effective teamwork and adaptability in dynamic environments. Demonstrated reliability and flexibility in meeting changing customer needs. Expertise in conflict resolution, active listening, and building positive customer relationships.
Overview
11
11
years of professional experience
Work History
Contact Agent
Department Drivers Service
Conyers
08.2025 - Current
- Navigated complex CRM systems to efficiently extract and manage vital customer data for improved service.
- Handled high call volumes while maintaining professionalism and ensuring customer satisfaction.
- Evaluated customer information to identify areas for enhancing service delivery and customer experience.
Customer
Internal Revenue Service, IRS
Chamblee
06.2024 - 04.2025
- Managed high call volumes while maintaining professionalism, ensuring timely customer resolutions.
- Navigated complex CRM systems to retrieve essential customer data during interactions, enhancing service quality.
- Developed and analyzed information through research of records, improving data accuracy for decision-making.
Customer Service Representative
Forward Air
Forest Park
09.2023 - 06.2024
- Resolved customer complaints with empathy, fostering loyalty and encouraging repeat business.
- Handled escalated calls, delivering satisfactory resolutions that benefited both customers and the company.
- Managed high-stress situations, maintaining professionalism while resolving disputes and ensuring customer satisfaction.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Saddle Creek Logistics
Atlanta
09.2022 - 02.2023
- Resolved customer complaints with empathy, fostering loyalty and encouraging repeat business.
- Managed high-stress situations, maintained professionalism under pressure, and resolved disputes effectively.
- Provided drivers with accurate paperwork for each load, ensuring smooth operations at loading dock.
Customer Service Representative
Shippers Warehouse
Jonesboro
05.2015 - 09.2022
- Resolved customer complaints empathetically, fostering increased loyalty and encouraging repeat business.
- Handled high-stress situations with professionalism, effectively resolving disputes and maintaining customer satisfaction.
- Scheduled appointments for clients efficiently, managing calendars to optimize time.
Education
Associate of Arts - Business Administration And Management
Strayer University
Morrow, GA06.2021
Skills
- Multi-line phone operation
- Client management
- Appointment scheduling
- Email organization
- CRM navigation
- Microsoft Office proficiency
- SAP proficiency
- Warehouse management systems
- AS400 expertise
- Attention to detail
- Problem solving
- Conflict resolution
- Effective communication
- Attention to detail
Timeline
Contact Agent
Department Drivers Service
08.2025 - Current
Customer
Internal Revenue Service, IRS
06.2024 - 04.2025
Customer Service Representative
Forward Air
09.2023 - 06.2024
Customer Service Representative
Saddle Creek Logistics
09.2022 - 02.2023
Customer Service Representative
Shippers Warehouse
05.2015 - 09.2022
Associate of Arts - Business Administration And Management
Strayer University