1. FINANITA SMITH
200 Jellison Blvd. Apt. 202
Duncanville, TX. 75116
Cell: (214) 802-2481
finanita_smith@yahoo.com
CUSTOMER SERVICE REP / 15 YEARS EXPERIENCE IN CALL CENTER SETTINGS
Polished, professionalcustomer service rep offering:
 15 years of experience providing customer support in busy call center environments for {Devcon Security,
Direct Energy, AT&T Home Entertainment, SBA, Comdata}
 An unwavering commitment to customer service, with the ability to build productive relationships, resolve
complex issues and win customer loyalty.
 Relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and
diplomacy to find common ground and achieve win-win outcomes.
EXPERIENCE
Customer Service Representative
6/2013-Present,Blue Cross Blue Shield SC, Dallas, TX
Responsibilities: Handle escalated call for representatives from the first level of support.Approve CMS IACS
applications for physicians to participate in incentive programs with CMS. Make call backs when an email has been
sent for escalation. Operate multiple programs simultaneously. Assist level one representatives with questions on
their calls. Maintain IACS accounts for physicians needing help with passwords reset and accounts unlocks. Give
explanations in detail about the incentive program PV-PQRS. Assist physicians with obtaining their QRUR reports
and advised them on how to export the file.
Customer Service/Help Desk Representative
8/2012-12/2012,Maxsys Solutions for Game Stop Corp., Grapevine, TX
Responsibilities: Handling tech support issues formanagers in the retail stores for Game Stop. I assist Game Stop
managers with installing new register over the phone.I assist Game Stop managers with installing equipment need
to process sales transactions,such as,receipt printers, pin pads,label printers, report printers, and modems. I also
help with the logistics portion verifying new equipment received by stores shipped by the corporate office.
Customer Service Representative
1/2012-8/2012,Devcon Security Company, Irving, TX
Responsibilities: Handling customer inquiries, complaints, billing questions and payment extension/service requests.
Calming angry callers, repairing trust,locating resources for problem resolution and designing best-option solutions.
Maintaining daily contact with internal partners in accounting,field services,new business,operations and
consumer affairs divisions.
Key Accomplishments:
Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s
primary mentors/trainers of both new and established employees.
 Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and
dependability in performance evaluations {Customer commendations for outstanding customer services

2. Jan/2012 and May/2012 given by customers. High accommodations for meeting all stats for each month
and for answering 80-100 calls a day}
 Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve
productivity. {I worked in the correspondence department assisting customers through emails and call
backs.
Customer Service Representative
4/2009-1/2010,DirectEnergy Company, Ennis, TX
Handled incoming calls from accountholders,responded to inquiries, resolved problems and corrected account
errors. Processed payments,established new accounts,provided quotes and executed online policy changes for home
and business accounts.Used consultative selling techniques to provide leads for sales.
Key Accomplishments:
 Provided clients with outside resources and agencies that provided assistance with issues involving the
paying of an electricity bill.
 Assisted teammates with coaching opportunities and pointers.{
 Assisted with payment plans and found assistance agencies to assist with bills and processed payment. {
Recognized as "#1 Customer Service Rep" for the month of October /2011,
 {List anything ‘extra’ that you did while there }Recognized as "#1 Customer Service Rep" (o
 {List 3 things like in the first job}
EDUCATION
9/2010-8/2011,Professional Certification Center, Desoto, TX
Completed Medical Office Assistant, Topics included how to:
 Microsoft Office
 Medical Billing
 Medisoft NDT
 Medical Records
 Insurance Processing
1/1995-4/1995,Dallas Can Academy, Dallas, TX
Earned General Education Development Diploma
SKILLS
Skill Name Skill Level Last Used/Experience
Customer Service Expert Currently used/15 years
Call Center Service Operations Expert Currently used/15 years
Complaint Handling/Dispute Resolution Expert Currently used/15 years
Sales Lead Generation Expert Currently used/15 years
Data Entry/Records Management Expert Currently used/15 years
Multiline Phone Use Expert Currently used/15years
MS Word, Excel and Access Intermediate Currently used/15 years