Keith Smith has over 15 years of experience in customer service, collections, and call center management. He has a track record of exceeding metrics and quotas while maintaining a positive attitude when dealing with difficult customers. His most recent role was as a Floor Manager at Vacation on Deck in Pittsburgh, where he oversaw 25 employees and maintained an average collection amount of $698.00. Prior to that, he worked as a Telemarketer Supervisor at MLX Direct, where he supervised over 100 employees to obtain new customers. He also has experience at Discover Financial Service as a Senior Account Manager, assisting customers and explaining financial products.

1. Keith Smith
1144 Tennessee Avenue Pittsburgh Pa 15206 (412)230-1396
kds191966@gmail.com
Objectives
Experienced Call Center Manager - with extensive experience in customer relations,building customer report,Billing
Regulations and Management,PastDue Amounts and training.Excellent interpersonal,supervisoryand customer service
skills;goal driven,enjoy working with and assisting.Others;greattelephone communication skills;a greatleader and team
player who is dedicated and reliable.
Vacation on Deck Pittsburg Pa
Floor Manager
03/2011-10/2016
Maintained and managed a collection agencyof 25 employees working two differentshifts with an average
collection bill of $698.00
• Determined specific circumstances thatjustified reduction ofpastdue billing amount to include a veterans,
seniors,hardship and discounts and employed discretion to gain the optimal debtrepayment.
• Communicated with an average of 50 customers during business dayand had a closing rate of 70% on all
pastdue amounts.
•Trained, coached and monitored hourlyemployees during difficultcalls dealing with upsetand irate
customers.
•Used companysoftware,including MicrosoftOffice, Google Docs and Skyrocket, to obtain reports of past
due customers and maintained metrics.
•Exceeded weekly required metrics for bonus amounts.
•Created, updated and revised call lists.
•Coached hourly employees on maintaining a positive and cheerful attitude when recovering from difficult and
irate customers.
•Responsible for generating and maintaining return customers even after a pastdue bill situation.
MLX Direct –Altoona Pa
TelemarketerSupervisor
01/2010-02/2011
Responsible for obtaining new customers to provide diabetic supplies.
• Orchestrated all facets of the daily operations within the companyand employees to include a pre shift
inspection,ensuring thatall hardware and software was in operating status.
• Supervise a team of 100+ employees;assessing their individual aptitude levels,assigned duties and
responsibilities.
• Ensured agents stayHIPPA compliantwhile verifying consumer information including their private medical
information and checking their eligibilitygetting primarydoctor information such as NPA# etc.
Legal Assistant.
Oversaw communication ofover 15,000 phone calls a day.
Managed and assigned various campaigns and generated and monitored outcome reports.
Discover Financial Service
Senior Account Manager
10/2000-12/2010
• Assisted consumers with maintaining their creditcard payments and paying their bill in a timelymatter.
• Explained APR rates and finance charges to clients and potential clients.
• Operated a multi-line telephone,routed calls,and assisted with filing,faxing,data entry, a various other
general office work.
• Offered companyproducts to clients and potential clients to generate to business for the company.
Business Administration
University of Pittsburgh Oakland - Oakland, PA
Reference upon request