1. J U L I A M T S M I T H
Mount Juliet, TN 37122
(615)533-3012
Julietaylor23@gmail.com
www.linkedin.com/in/juliesmith23
SUMMARY
An enthusiastic, efficient business professional with a track record of constantly meeting and exceeding
goals and objectives related to business support and customer service. Proficient ability in organizing
and prioritizing to meet the needs of the business and build effective relationships with internal and
external customers.
• Event Coordination • Customer Service • Team Building/ Leadership
• Coaching/Training • Quality Assurance • Results Driven
• Operations Management • Continuous Improvement • Communication
EXPERIENCE
DELL COMPUTER INC. Nashville, TN 2000-Present
Business Support Lead 2014-
Present
Provided operational infrastructure support across department to Director, Managers, and agents.
Effectively processed, collected, maintained, monitored and disseminated information applicable
to specific business needs. Maintained records, prepared forms, verified information and resolved
routine problems.
• Implemented Reward and Recognition program to recognize top performing agents via their
customer service survey scores
• Raised Community Involvement participation by promoting volunteer opportunities
• Planned multiple events including participation in the 2014 Metro Nashville Public School
Career Exploration Fair, organized a Career Fair, Resume Writing, Interviewing Skills
• Improved Overall Agent Certification Rates
Awards: Dell Champion Award
Customer Experience Team Lead 2009-
2014
Provided support to phone and chat agents in technical support. Coached, motivated, and guided
team members. Developed team members by identifying opportunities for improvement so that
they could perform to their best ability.
• Supported and Supervised Top ranked Team for multiple quarters including a quarter that the
team did not have a dedicated manager
• Nashville Site Lead for NSAI ISO Rectification audit for 2013
• Audited in Customer Privacy, Records Retention, SharePoint, Quality Management Systems,
Control Self-Assessments, And International Organization For Standardization
• Trained Agents/Coaches on Portables Multiple Monitor Configuration, Canadian Total
Solutions, Outlook 2010 Refresher
• Created training document for Customer Privacy
2. Awards: Significant Contributor, Team Player and Perfect Attendance for multiple quarters
JULIA MT SMITH 615-533-3012 JULIETAYLOR23@GMAIL.COM
Parts Dispatch Processor 2005-
2009
Processed orders for parts submitted by certified technicians via dedicated website. Confirmed
customer eligibility, searching for correct part numbers and submitting the information.
• Responsible for processing and reviewing all sensitive accounts to ensure they were
processed correctly and if not, informed supervisors of the mistake for coaching
opportunity
• Exceeded order processing goal
• Performed Administrative job duties
Awards: Team Player and Perfect attendance for multiple quarters, Top Performer
Business Warranty Contract Sales 2005
Assisted customers via incoming calls to determine proper warranty contract plan to suit their
needs. Provided benefits, features and advantages of the differed contracts.
• Maintained Close Rate Goal
Support Center Rep 2005
Assisted front line internal Customer Service Reps on questions about how to resolve customer
issues via chat requests. Provided correct policy and procedure and how to properly handle an
escalated call. Assisted with the approval process of customer concessions.
• Created training PowerPoint presentations for new hires in the Support Desk on how to
use the tools for the Support Desk
Senior Customer Service Mentor 2000- 2005
Responded to customer service inquiries regarding company product, features and services.
Assisted customers with order status, damaged orders, system returns, sales inquiries, and placing
orders.
Awards: Premier Rep Spotlight Award, Circle of Excellence Silver Award.
EDUCATION
1998 – 1999 Volunteer State Community College Gallatin, TN
Attaining Associates degree for Athletic Training
PROFESSIONAL DEVELOPMENT/TRAINING
• Ethics and Compliance Training- 2015
• Presentation Skills- 2014
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