Rashanae Smith

Customer service professional committed to excellence and results. Extensive background in managing high-performing teams and driving customer satisfaction. Known for collaborative leadership and adaptability in dynamic environments.

Proficient in conflict resolution and process improvement. Experienced with leading customer service teams to achieve high standards. Utilizes expertise in problem-solving and team development to enhance service quality.

Track record of implementing process improvements and fostering collaborative environments.

Customer Service Team Lead at Call Center Services Inc. (2024-05 – 2026-01)

• Resolved customer inquiries through multiple communication channels, ensuring timely and accurate responses.
• Maintained customer records by updating account information.
• Enhanced team productivity by providing ongoing training and support to new hires.
• Created personalized solutions for customers by leveraging expert product knowledge and understanding their unique needs.
• Cultivated strong relationships with clients through proactive outreach efforts, ultimately driving repeat business opportunities.

Healthcare Customer Service Representative at CVS (2022-11 – 2024-03)

• Managed high-volume customer inquiries, resolving issues efficiently to enhance patient satisfaction.
• Collaborated with healthcare providers to ensure accurate patient information and streamline communication.
• Utilized electronic health record systems to update patient records and facilitate data accuracy.
• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
• Increased first-call resolution rates by carefully listening to customers' needs and providing accurate information based on their inquiries.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.

Customer Service Representative/Data Entry Representative at Alorica (2019-07 – 2022-11)

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
• Provided information regarding charge accounts and loyalty programs.
• Answered constant flow of customer calls with minimal wait times.

High School Diploma – Miami Palmetto Senior High School (2005-05)