Tierra Smith
Gaffney
Summary
Dynamic professional with extensive expertise in customer service and human resources, particularly at Hudson Automotive Group. Demonstrated success in onboarding coordination and employee relations, supported by exceptional multitasking and active listening abilities. Acknowledged for elevating customer satisfaction and streamlining processes, fostering a positive work environment and enhancing operational efficiency.
Overview
7
7
years of professional experience
Work History
Substitute Teacher
Cherokee County School District
Gaffney
09.2024 - Current
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
Order Filler / Warehouse Stocker
Dollar General Distribution Center
Jonesville, Sc
07.2024 - Current
- Facilitated smooth operations during peak periods, effectively handling increased workload without compromising quality or timeliness of deliveries.
- Implemented effective time management strategies, significantly increasing productivity within tight deadlines.
- Contributed to a safe working environment by adhering to strict safety protocols during all tasks.
- Demonstrated adaptability and flexibility in response to changing demands or priorities, effectively navigating challenges while maintaining a high level of productivity.
- Succeeded in meeting daily targets consistently, demonstrating reliability and commitment to excellence in performance.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
Human Resource Coordinator
Hudson Automotive Group
Spartanburg, SC
01.2024 - 03.2024
- Maintained human resources information system and kept employee files up to date and accurate.
- Conducted new employee onboarding and provided ongoing orientation training.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Handled employee inquiries and complaints regarding policy and benefits issues.
- Reviewed human resources paperwork for accuracy and completeness.
- Completed employee employment verifications and unemployment paperwork prior to hire or termination.
BDC Service Representative
Vic Bailey Automotive Group
Spartanburg, SC
01.2019 - 12.2023
- Achieved high level of customer service by assisting customers and assessing needs.
- Contributed ideas during team meetings that led to innovative solutions for enhancing the overall customer experience at the dealership.
- Reduced no-show rates by diligently confirming appointments via phone or email reminders.
- Collaborated with service technicians for timely updates on vehicle status, ensuring prompt communication with customers.
- Participated in ongoing training programs to stay current with industry trends and best practices for BDC operations.
- Maintained accurate records of customer interactions, improving database quality and facilitating targeted follow-ups.
- Assisted in resolving customer issues by competently responding to both internal and external customer requests.
- Answered incoming customer calls to solve problems, enter orders and complete follow-up procedures.
- Provided support to other BDC representatives during peak hours, maintaining high levels of productivity and customer satisfaction.
- Streamlined appointment scheduling for improved time management and increased service appointments.
- Improved lead conversion rates by conducting thorough follow-ups and providing detailed information on available services.
- Managed multiple communication channels, including phone calls, emails, and online chat platforms, ensuring prompt responses to customer inquiries.
- Enhanced customer satisfaction by efficiently addressing and resolving service inquiries.
- Developed strategies for outbound call campaigns, resulting in increased bookings for service appointments.
- Coordinated effectively with various departments within the dealership to facilitate seamless transactions between sales, finance, parts, and service teams.
- Developed strong business relationships to provide service and value beyond customer expectations.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Opened new accounts and documented personal, demographic, and payment information in system.
Call Center Representative
Chartspan Medical Technologies
Greenville, SC
07.2018 - 01.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Education
Associates in Business Administration - Business
Virginia College of Spartanburg
Spartanburg, SC03.2017
High School Diploma - undefined
Gaffney High School
Gaffney, SC05.2010
Skills
- Recordkeeping and confidentiality
- Employee relations
- Onboarding coordination
- Microsoft Office and DocuSign proficiency
- Active listening and follow-up
- Critical thinking skills
- Computer proficiency
- Call center expertise
- Professional telephone etiquette
- Customer relationship management
- Adaptable
- Student engagement
- Multitasking and organization
Timeline
Substitute Teacher
Cherokee County School District
09.2024 - Current
Order Filler / Warehouse Stocker
Dollar General Distribution Center
07.2024 - Current
Human Resource Coordinator
Hudson Automotive Group
01.2024 - 03.2024
BDC Service Representative
Vic Bailey Automotive Group
01.2019 - 12.2023
Call Center Representative
Chartspan Medical Technologies
07.2018 - 01.2019
High School Diploma - undefined
Gaffney High School
Associates in Business Administration - Business
Virginia College of Spartanburg