Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Laia Smith

Wilmington

Summary

Professional with experience in enhancing customer interactions and driving customer satisfaction. Skilled in problem-solving, communication, and empathy to effectively address and resolve customer concerns. Strong focus on team collaboration and achieving results, adaptable to changing needs, and reliable for consistent performance. Adept at using CRM software, handling inquiries, and providing exceptional service.

Overview

7
7
years of professional experience

Work History

Customer Experience Specialist

Corporate Interiors
06.2023 - 08.2025
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed approximately 30 incoming calls, emails and chats per day from customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Supported sales team by answering product-related inquiries via email and chat, contributing to increased conversion rates for potential customers.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Customer Experience Associate

Comcast
09.2018 - 03.2023
  • Provide excellent customer care by responding to requests, assisting with product selection and handling ordering functions
  • Promoted to Supervisor Escalations Chat to de-escalate calls.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department
  • Quickly and accurately answered customer question, suggested effective solutions and resolved issues to increase customer satisfaction 100%
  • Recorded actions taken, issues resolved and updated information to effectively manage customer accounts.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Utilized telephone, online chat and email platforms to deliver outstanding customer service.
  • Trained new personnel regarding company operations, policies and services.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Collected, arranged, and input information into database system.

Education

Certified in Office Administration -

Wilmington Job Corps Center
01.2014

High School Diploma -

Concord High School
05.2012

Skills

  • Data Entry and Maintenance
  • Display strong analytical qualities
  • Issue and Complaint Resolution
  • Thoroughly analyze conditions and reaches independent decisions
  • Office Administration
  • Proficient in Microsoft Office (Excel, Word, PowerPoint, and Teams)
  • Call Center Customer Service
  • Financial Planning
  • Billing Procedures
  • Utilize a variety of analytical techniques to solve problems
  • Client Rapport-Building
  • Complex Product Knowledge

Accomplishments

  • Achieve optimal levels of personal performance and accomplishment
  • Excel in achieving outstanding project results
  • Achieve consistently high results
  • Acknowledged for top performer in sales in division

Timeline

Customer Experience Specialist

Corporate Interiors
06.2023 - 08.2025

Customer Experience Associate

Comcast
09.2018 - 03.2023

High School Diploma -

Concord High School

Certified in Office Administration -

Wilmington Job Corps Center

Similar Profiles

CREATE PROFILE
Laia Smith