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Mitzi Smith

Mitzi Smith is a customer service and training manager with over 10 years of experience providing leadership and support to achieve world-class customer service. She is seeking a leadership position where her skills in organization, communication, and project management can be utilized. Her experience includes roles in customer service, staffing coordination, and assistant management. She has a proven track record of success in meeting goals, developing employees, and building strong customer relationships.

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Mitzi Smith 20 S 20th St 913-333-2170 Kansas City, KS 66102 mitzi.smith@gmx.com Customer Service and Training Manager Ten-year record of providing inspiring leadership, training and support resulting in world- class customer service with a focus on quality, superior productivity and associate retention. Objective To obtain a leadership position with an expanding company in which my creativity, enthusiasm and desire to succeed is encouraged. Skills and Assets ⋅ Proficiency in Microsoft applications such as Word, Access, Excel, Power Point and Publisher ⋅ Experienced in many other software applications including CMS, NICE, Aspect and Kronos ⋅ Ability to manage multiple projects simultaneously, highly organized and detail oriented ⋅ Outstanding verbal and written communication skills and excellent administrative skills ⋅ Strong work ethic and high level of personal integrity Experience and Achievements Cargill AgHorizons, Lenexa, KS Aug 2014 – Current Customer Operations Representative – Customer Solutions Center Successfully cultivated and maintained a positive and functional relationship with regional sales and service personnel in the areas that I support. To the extent that I am often specifically requested for special or complicated projects. Integral in the launch and implementation of the new functional groups work method in this office. Created and delivered new resources to assist in a smooth and successful transition. Effectively participating in a fast paced team environment, interacting telephonically with Cargill farm customers, sales and merchandising teams, and location employees. Accurately executing tasks that are accounting focused, including preparation of grain settlement documents, issuing payments and control and monitoring activities, as well as other related duties. Consistently exceeds given goals and known as a high performer by leadership. Active member of Kansas City Cargill Cares committee and the liaison for this office resulting in nearly150 volunteer hours being performed by Lenexa employees last year.
Callos Companies, Kansas City, KS Sep 2013 – Aug 2014 Staffing Coordinator – Office Manager Personally responsible for successful launch, equipping, staffing and operation of new branch office in Kansas City. Effectively act as local liaison between corporate office (Youngstown, OH) and all local clients and employees. Perform all staffing functions from initial recruiting efforts to post placement. Successfully conduct interviews and assessments on all candidates in order to exceed client expectations. Collect and analyze new employee demographic data for optimal staffing fulfillment. Provide existing employees with information relevant to benefits and compensation. Update both candidates and employees of all procedures pertinent to hiring and post hire. LG Electronics, Inc., Huntsville, AL Dec 2006 – Aug 2013 Assistant Manager – Commercial Product Support Developed and maintained successful relationships with national brand and corporate customers nationwide, providing personal level of service and point of communication for all service and warranty issues. Partnered with sales staff in offering on site presentations for new product lines and service options nationwide. Effectively manage inbound call center activities for national warranty program. Provide daily guidance and leadership for a department of Tier II service agents and administrative staff. Increased quality and customer satisfaction by designing and implementing departmental training program. Improved department productivity by managing staffing and skill training thereby maximizing performance and increasing value of individual agents. Created and maintained department cockpit illustrating metrics and trends for improved department performance. Effectively established department policies and procedures through communication and documentation improving department efficiency.
Asurion Corp., Salina, KS May 2003 – Jul 2006 Customer Care Supervisor May 2003 – July 2006 Continuously improved productivity through one-on-one coaching and creative leadership. Lead a team of 40-50 customer service representatives and team coaches consistently recognized as high producing team. Increased and maintained high quality scores through consistent, creative and motivating leadership and training. Provided weekly quality assessments and feedback to associates and fostered a cooperative relationship with quality personnel and leadership. Created a high-quality source for personnel development. Promoted associates to higher-level positions within the company on a monthly basis. Mentored and advised team coaches in preparation for career development resulting in team coach promotions to supervisor. Improved attendance and retention by increasing associate morale. Established stringent expectations, while maintaining a creative and fun environment. Blind surveys indicated 100% team satisfaction with leadership. Instrumental in the development and success of the Work @Home Program by soliciting, training and deploying all new participants. Initiated and directed team coach development strategies resulting in improved communication, performance and morale. Team coaches were introduced to bi-monthly subjects such as Defining Leadership, Building Trust, Effective Communication, and Motivating through Praise. Recognized Supervisor of the Month by simultaneously producing highest levels of agent productivity, quality, retention, attendance and personal productivity. Maintained monthly scorecard average of 4.65 with max being 5.0. Girl Scouts of Central Kansas, Salina, KS Nov 1999 − May 2003 Membership Director Increased program participation by recruiting, training and developing adult volunteers and council staff. Consistently exceeded volunteer and girl membership goals. Improved organization visibility by initiating contact with local businesses and other organizations. Provided informative presentations to community leaders and other service organizations. Established program in five communities that were underserved. Ensured accessibility and inclusivity for all racial/ethnic/socioeconomic groups by providing direct services to specific target populations. Directed program specifically designed to serve the Latina population in one small community. Designed and led grant funded mentorship program introducing “at risk” middle-school girls with local business women. Provided quality skill development and career enhancement opportunities for adult volunteers by offering professional and relevant training experiences. Achieved organizational certification of “Instructor of Trainers”. Education and Management Development Graduate, Shawnee Mission North HS Pre-degree studies, University of Kansas Industry CE – Ethics in the Workplace, Understanding HIPPA

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Resume

  • 1. Mitzi Smith 20 S 20th St 913-333-2170 Kansas City, KS 66102 mitzi.smith@gmx.com Customer Service and Training Manager Ten-year record of providing inspiring leadership, training and support resulting in world- class customer service with a focus on quality, superior productivity and associate retention. Objective To obtain a leadership position with an expanding company in which my creativity, enthusiasm and desire to succeed is encouraged. Skills and Assets ⋅ Proficiency in Microsoft applications such as Word, Access, Excel, Power Point and Publisher ⋅ Experienced in many other software applications including CMS, NICE, Aspect and Kronos ⋅ Ability to manage multiple projects simultaneously, highly organized and detail oriented ⋅ Outstanding verbal and written communication skills and excellent administrative skills ⋅ Strong work ethic and high level of personal integrity Experience and Achievements Cargill AgHorizons, Lenexa, KS Aug 2014 – Current Customer Operations Representative – Customer Solutions Center Successfully cultivated and maintained a positive and functional relationship with regional sales and service personnel in the areas that I support. To the extent that I am often specifically requested for special or complicated projects. Integral in the launch and implementation of the new functional groups work method in this office. Created and delivered new resources to assist in a smooth and successful transition. Effectively participating in a fast paced team environment, interacting telephonically with Cargill farm customers, sales and merchandising teams, and location employees. Accurately executing tasks that are accounting focused, including preparation of grain settlement documents, issuing payments and control and monitoring activities, as well as other related duties. Consistently exceeds given goals and known as a high performer by leadership. Active member of Kansas City Cargill Cares committee and the liaison for this office resulting in nearly150 volunteer hours being performed by Lenexa employees last year.
  • 2. Callos Companies, Kansas City, KS Sep 2013 – Aug 2014 Staffing Coordinator – Office Manager Personally responsible for successful launch, equipping, staffing and operation of new branch office in Kansas City. Effectively act as local liaison between corporate office (Youngstown, OH) and all local clients and employees. Perform all staffing functions from initial recruiting efforts to post placement. Successfully conduct interviews and assessments on all candidates in order to exceed client expectations. Collect and analyze new employee demographic data for optimal staffing fulfillment. Provide existing employees with information relevant to benefits and compensation. Update both candidates and employees of all procedures pertinent to hiring and post hire. LG Electronics, Inc., Huntsville, AL Dec 2006 – Aug 2013 Assistant Manager – Commercial Product Support Developed and maintained successful relationships with national brand and corporate customers nationwide, providing personal level of service and point of communication for all service and warranty issues. Partnered with sales staff in offering on site presentations for new product lines and service options nationwide. Effectively manage inbound call center activities for national warranty program. Provide daily guidance and leadership for a department of Tier II service agents and administrative staff. Increased quality and customer satisfaction by designing and implementing departmental training program. Improved department productivity by managing staffing and skill training thereby maximizing performance and increasing value of individual agents. Created and maintained department cockpit illustrating metrics and trends for improved department performance. Effectively established department policies and procedures through communication and documentation improving department efficiency.
  • 3. Asurion Corp., Salina, KS May 2003 – Jul 2006 Customer Care Supervisor May 2003 – July 2006 Continuously improved productivity through one-on-one coaching and creative leadership. Lead a team of 40-50 customer service representatives and team coaches consistently recognized as high producing team. Increased and maintained high quality scores through consistent, creative and motivating leadership and training. Provided weekly quality assessments and feedback to associates and fostered a cooperative relationship with quality personnel and leadership. Created a high-quality source for personnel development. Promoted associates to higher-level positions within the company on a monthly basis. Mentored and advised team coaches in preparation for career development resulting in team coach promotions to supervisor. Improved attendance and retention by increasing associate morale. Established stringent expectations, while maintaining a creative and fun environment. Blind surveys indicated 100% team satisfaction with leadership. Instrumental in the development and success of the Work @Home Program by soliciting, training and deploying all new participants. Initiated and directed team coach development strategies resulting in improved communication, performance and morale. Team coaches were introduced to bi-monthly subjects such as Defining Leadership, Building Trust, Effective Communication, and Motivating through Praise. Recognized Supervisor of the Month by simultaneously producing highest levels of agent productivity, quality, retention, attendance and personal productivity. Maintained monthly scorecard average of 4.65 with max being 5.0. Girl Scouts of Central Kansas, Salina, KS Nov 1999 − May 2003 Membership Director Increased program participation by recruiting, training and developing adult volunteers and council staff. Consistently exceeded volunteer and girl membership goals. Improved organization visibility by initiating contact with local businesses and other organizations. Provided informative presentations to community leaders and other service organizations. Established program in five communities that were underserved. Ensured accessibility and inclusivity for all racial/ethnic/socioeconomic groups by providing direct services to specific target populations. Directed program specifically designed to serve the Latina population in one small community. Designed and led grant funded mentorship program introducing “at risk” middle-school girls with local business women. Provided quality skill development and career enhancement opportunities for adult volunteers by offering professional and relevant training experiences. Achieved organizational certification of “Instructor of Trainers”. Education and Management Development Graduate, Shawnee Mission North HS Pre-degree studies, University of Kansas Industry CE – Ethics in the Workplace, Understanding HIPPA