Mitzi Smith is a customer service and training manager with over 10 years of experience providing leadership and support to achieve world-class customer service. She is seeking a leadership position where her skills in organization, communication, and project management can be utilized. Her experience includes roles in customer service, staffing coordination, and assistant management. She has a proven track record of success in meeting goals, developing employees, and building strong customer relationships.

1. Mitzi Smith
20 S 20th
St 913-333-2170
Kansas City, KS 66102 mitzi.smith@gmx.com
Customer Service and Training Manager
Ten-year record of providing inspiring leadership, training and support resulting in world-
class customer service with a focus on quality, superior productivity and associate retention.
Objective
To obtain a leadership position with an expanding company in which my creativity, enthusiasm and
desire to succeed is encouraged.
Skills and Assets
⋅ Proficiency in Microsoft applications such as Word, Access, Excel, Power Point and Publisher
⋅ Experienced in many other software applications including CMS, NICE, Aspect and Kronos
⋅ Ability to manage multiple projects simultaneously, highly organized and detail oriented
⋅ Outstanding verbal and written communication skills and excellent administrative skills
⋅ Strong work ethic and high level of personal integrity
Experience and Achievements
Cargill AgHorizons, Lenexa, KS Aug 2014 – Current
Customer Operations Representative – Customer Solutions Center
Successfully cultivated and maintained a positive and functional relationship with regional sales
and service personnel in the areas that I support. To the extent that I am often specifically requested
for special or complicated projects.
Integral in the launch and implementation of the new functional groups work method in this office.
Created and delivered new resources to assist in a smooth and successful transition.
Effectively participating in a fast paced team environment, interacting telephonically with Cargill
farm customers, sales and merchandising teams, and location employees.
Accurately executing tasks that are accounting focused, including preparation of grain
settlement documents, issuing payments and control and monitoring activities, as well as other
related duties.
Consistently exceeds given goals and known as a high performer by leadership.
Active member of Kansas City Cargill Cares committee and the liaison for this office resulting in
nearly150 volunteer hours being performed by Lenexa employees last year.

2. Callos Companies, Kansas City, KS Sep 2013 – Aug 2014
Staffing Coordinator – Office Manager
Personally responsible for successful launch, equipping, staffing and operation of new branch
office in Kansas City.
Effectively act as local liaison between corporate office (Youngstown, OH) and all local clients and
employees.
Perform all staffing functions from initial recruiting efforts to post placement.
Successfully conduct interviews and assessments on all candidates in order to exceed client
expectations.
Collect and analyze new employee demographic data for optimal staffing fulfillment.
Provide existing employees with information relevant to benefits and compensation.
Update both candidates and employees of all procedures pertinent to hiring and post hire.
LG Electronics, Inc., Huntsville, AL Dec 2006 – Aug 2013
Assistant Manager – Commercial Product Support
Developed and maintained successful relationships with national brand and corporate customers
nationwide, providing personal level of service and point of communication for all service and
warranty issues.
Partnered with sales staff in offering on site presentations for new product lines and service options
nationwide.
Effectively manage inbound call center activities for national warranty program. Provide daily
guidance and leadership for a department of Tier II service agents and administrative staff.
Increased quality and customer satisfaction by designing and implementing departmental training
program.
Improved department productivity by managing staffing and skill training thereby maximizing
performance and increasing value of individual agents.
Created and maintained department cockpit illustrating metrics and trends for improved
department performance.
Effectively established department policies and procedures through communication and
documentation improving department efficiency.

3. Asurion Corp., Salina, KS May 2003 – Jul 2006
Customer Care Supervisor May 2003 – July 2006
Continuously improved productivity through one-on-one coaching and creative leadership. Lead
a team of 40-50 customer service representatives and team coaches consistently recognized as high
producing team.
Increased and maintained high quality scores through consistent, creative and motivating
leadership and training. Provided weekly quality assessments and feedback to associates and
fostered a cooperative relationship with quality personnel and leadership.
Created a high-quality source for personnel development. Promoted associates to higher-level
positions within the company on a monthly basis. Mentored and advised team coaches in
preparation for career development resulting in team coach promotions to supervisor.
Improved attendance and retention by increasing associate morale. Established stringent
expectations, while maintaining a creative and fun environment. Blind surveys indicated 100% team
satisfaction with leadership.
Instrumental in the development and success of the Work @Home Program by soliciting,
training and deploying all new participants.
Initiated and directed team coach development strategies resulting in improved communication,
performance and morale. Team coaches were introduced to bi-monthly subjects such as Defining
Leadership, Building Trust, Effective Communication, and Motivating through Praise.
Recognized Supervisor of the Month by simultaneously producing highest levels of agent
productivity, quality, retention, attendance and personal productivity. Maintained monthly scorecard
average of 4.65 with max being 5.0.
Girl Scouts of Central Kansas, Salina, KS Nov 1999 − May 2003
Membership Director
Increased program participation by recruiting, training and developing adult volunteers and council
staff. Consistently exceeded volunteer and girl membership goals.
Improved organization visibility by initiating contact with local businesses and other organizations.
Provided informative presentations to community leaders and other service organizations.
Established program in five communities that were underserved.
Ensured accessibility and inclusivity for all racial/ethnic/socioeconomic groups by providing direct
services to specific target populations. Directed program specifically designed to serve the Latina
population in one small community. Designed and led grant funded mentorship program introducing
“at risk” middle-school girls with local business women.
Provided quality skill development and career enhancement opportunities for adult volunteers by
offering professional and relevant training experiences. Achieved organizational certification of
“Instructor of Trainers”.
Education and Management Development
Graduate, Shawnee Mission North HS
Pre-degree studies, University of Kansas
Industry CE – Ethics in the Workplace, Understanding HIPPA