1. C’Vonne Smith
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66 Snowberry Lane, Islandia, NY 11749, Phone (631) 871-8599,
E-mail/cvonne.smith@yahoo.com
Operations/Product Development/Business Development
Call Center Management /Communications Liaison /Employee Relations /Training and
Development /Strategic Planning /Total Quality Management
Proven leader with consistent track record of improving operational efficiency and mentoring
people to success. Designed innovative products for improving corporate public relations profile,
resulting in increased earnings. Created unique cost control measures, then led implementation of
new procedural processes adopted nationally, resulting in increased profits.
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• Earned singular distinction and rewarded for proposing new credit card products with 1.5 million yr.
earning potential.
• Corporate-wide recognized as preeminent mentor and trainer/specializing in Diversity Awareness.
• Received corporate recognition for re-engineering processes with cost savings of over $10,000/ Mo.
• Manager of multifunctional departments cited consistently for an efficiency rate of 99.5%.
• Introduced Product Value initiatives to support profitable increases of promotion rates, which increased
revenue.
• Introduced Corp. NPS Committee focused on unified efforts to share "Best Practices" resulting in
improved customer survey results
• Coordinated efforts with corporate engineering teams to reduce "Repeat Call" volumes - efforts
progressed to reduce volumes by 35%
Education:
Bachelor of Arts, York University, Major: Psychology, Minor: Women’s Studies, GPA-3.8,
September 2001, Psychology of Addictions Training Certificate, York University, 2000.
Associates of Arts and Sciences, Major: Art/Design, Nassau Community College, 1989.
Honors: Reatha Clark King Award for excellence in Women’s’ Studies, Deans List, National Deans
List, National Honor Society in Psychology, Yale University, Newhaven, Connecticut.
Nassau Community College Business Management Training Certificates, 1999.
Visa/ MasterCard Business School Certificates, Visa USA Inc., MasterCard Int. 1991-1998.
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Professional Experience
• Manage and direct six to eight Supervisor staff and up to two hundred twenty technical support
representatives that service over 3 million Long Island homes with technical issues for VOIP
telephone, Internet and Video services.
• Established administered and evaluated performance objectives to guide employee skill
development. Resulted in 98% Distinguished - Outstanding evaluations.
• Instructed and developed skills of over 40 senior staff that resulted in promotions to the
supervisor or manager level.
• Reinforced corporate safety objectives to ensure work environment was in compliance.

2. • Trained managers and senior staff on EEO, Diversity Awareness, Personnel Policy, Benefits
and Compensation, Personnel Records Mgt., and Employee Relations issues that decreased
corporate liabilities.
• Monitor, organize and control Customer Service telephone and correspondence staff to assure
prompt and accurate handling of all data to maximize system and individual performance.
Resulted in 99.5% efficiency rating.
• Communications liaison to client vendors for resolving service disagreements. Resulted in
increased client satisfaction and increased corporate profit.
• Evaluated internal processes to maximize effectiveness and reduce costs. The result also
increased staff profitability by 30%.
• Manage, develop and guide career and personal goals for local community and social service
recipients. Deliver Cognitive Behavioral Therapy. Efforts helped reduce Nassau County
Social Services Budget by 14%.
Career Overview
Cablevision – Call Center Technical Support Manager- Jericho, N.Y., December 2006 - July 2016
Cablevision - Call Center Supervisor - Melville, N.Y., February 2005 - December 2006
Berkshire Farm Center and Services for Youth and Families-Family Developmental Specialist-
Melville, N.Y., 2002-2005.
First USA/Bank One - Call Center Manager-Uniondale, N.Y., 1987 - 2000.
First USA/Bank One - Call Center Assistant Supervisor, Uniondale, N.Y., 1986 - 1987
First USA/Bank One - Customer Service Representative/Trainer, Uniondale, N.Y. - 1985 - 1986
Computer Skills
MS Word, MS Excel, MS Power Point, Windows, MS Works
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Interests/Hobbies
Art, Event Decorating, Interior Design, Volunteer Work (I.e., Long Island Crisis Center, Ronald
McDonald House, Race-to Rebuild)