1. Jason William Smith
Jsmit238@Kent.edu
4874 South Blvd. N.W. apt. 19 • Canton, Ohio 44718 • (330) 705-3642
OBJECTIVE: Seeking a position in Human Resources utilizing strong interpersonal communication
and management experience
SKILLS: Management
• Supervised and guided a team of 25 customer service agents individually and
collectively
• Extensive one-on-one training of learning company software, teaching proper
phone etiquette, and establishing clear account notation
• Responsible for familiarizing the team of company policy updates regarding accounts
and the product on a weekly basis
• Evaluation (grading) of a random selection of live and recorded calls and provided
feedback to team members
• Weekly conference calls with head office/ to calibrate scores of the Quality
Assurance team to ensure consistency
• Reporting unacceptable phone etiquette to my superior
• Regular intervals of “floor-walking,” answering questions, and responding to
supervisor requests
Communication
• Utilized listening and verbal skills to resolve technical, professional, and interpersonal
conflicts
• Encouraged and motivated customer service representatives
• Formal feedback of graded calls using positive verbal techniques and empathy
• Monthly conferences with senior management, suggestions of new ideas, addressed
concerns of the call center including productivity and resolution of technical issues
• Ability to convey and gather information with professionalism and maturity
Technical
• Microsoft Office Suite 2010, Microsoft Word, minimal Excel, Internet Explorer, Mozilla
Firefox, and Google Chrome
• 60-90/ wpm
PROFESSIONAL
EXPERIENCE:
• Trainer, Customer Service Representative Tele-Service Representative, and Quality
Assurance at Dish Network for West
Corporation: Niles, Ohio
August 2006- November 2009
EDUCATION: • Kent State University
Associate’s and Bachelor of Arts degree, August 2015/ cum laude
Major: Psychology
Final GPA: 3.75