Michael Smith

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Customer Service Representative - San Francisco Public Utilities Commission - San Francisco, CA

(2025-08 - 2025-12)

• Received calls from the public requesting information concerning water service.
• Entered caller information such as name, address, phone number, nature of request, etc., into the Customer Relationship (CRM) application/software.
• Opened and Closed accounts for water service via CRM/software, and updated information via spreadsheets tracking the start/stop of water service for San Francisco residents.

Customer Service Representative - 311 - San Francisco - San Francisco, CA

(2023-01 - 2025-12)

• Received calls from the general public requesting City Services or information.
• Identified the type of service requested by listening, asking relevant questions, evaluating information obtained, and determining what kinds of City Services are available to handle the request successfully.
• Provided callers with the appropriate department's contact information, a transaction tracking number, and transferred the call to such department.
• Enter caller information such as name, address, phone number, nature of request, etc., into the Customer Relationship (CRM) application/software.
• Assisted in training Customer Service Agent Trainees on how to appropriately receive, assess, and refer/route telephone calls from the general public.
• Transferred calls for fires and emergency assistance to 911.

Poll Worker - Department of Elections, San Francisco - San Francisco, CA

(2022-01 - 2022-12)

• Enhanced voter experience by efficiently processing registrations and providing clear instructions.
• Continuously updated knowledge on election laws, regulations, and procedures to provide accurate information to voters and fellow poll workers.
• Ensured smooth polling station operations by promptly setting up equipment and organizing materials.
• Issued ballots and provided instructions on how to mark choices correctly.
• Set up, monitored, and maintained polling equipment.
• Supported fellow poll workers through collaboration and communication, contributing to a successful team dynamic.

Bar Captain - Tonic Beverage Catering - San Francisco, CA

(2014-01 - 2020-12)

• Coordinated with other departments to seamlessly execute large-scale events or corporate functions at the venue.
• Collaborated with the culinary team for successful pairing of food and beverages to enhance guest experience.
• Enhanced team performance through effective communication, coaching, and leadership.
• Maintained compliance with local alcohol laws, licensing requirements, and safety regulations to ensure a secure environment for guests.
• Prepared garnishes by evenly slicing and pitting fruits.
• Used extensive knowledge of beer, wine and spirits to make informed customer recommendations.

B.A. - Labor Studies with a minor in African American Studies - San Francisco State University

A.A. - Psychology - City College of San Francisco