Douglas Smith
San José
Summary
Disciplined, Punctual and Organized Upbeat and friendly Customer Advocate with sixteen years of customer experience. Talented multitasker with good prioritization, planning and conflict resolution skills. Flexible and attentive with passion for customer support.
Overview
13
13
years of professional experience
Work History
Primary Customer Advocate
E2e Technology Solutions
San Jose, Costa Rica
03.2020 - 03.2024
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Contacted outside providers on behalf of customers to help solve problems.
Maintenance Manager
Own Business
San Juan Del Sur, Nicaragua
01.2016 - 07.2018
- Supervised employee performance, preventive maintenance, and safety.
- Optimized spare parts inventory management by identifying critical items and setting appropriate stock levels based on usage patterns.
- Improved equipment reliability by implementing a preventive maintenance program and managing repair schedules.
- Collaborated with other department managers to coordinate maintenance activities around production schedules, minimizing operational interruptions.
Maintenance, Landscape and Security Manager
Rancho Santana
Nicaragua
01.2011 - 05.2017
- Managed a team of security personnel, providing regular training for improved performance and professional growth.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Maintained detailed records of security incidents, enabling proper analysis for future preventative measures.
- Kept team compliant with security protocols and appearance standards.
Education
High School Diploma -
Saint John`s College
Belize City, BelizeSkills
- Upselling strategies
- Customer services
- Data entry skills
- Data Entry
- Educating customers
- Conflict Resolution
- Complaint Handling
- Customer research
- Service-oriented mindset
- Inbound Call Management
- Assertiveness
- Business Planning
- Persuasive Communication
- Retention Strategies
- CRM Software
- Issue Research
- Policies and Procedures Adherence
- Teamwork and Collaboration
- Customer Service
- Calm and Professional Under Pressure
Timeline
Primary Customer Advocate
E2e Technology Solutions
03.2020 - 03.2024
Maintenance Manager
Own Business
01.2016 - 07.2018
Maintenance, Landscape and Security Manager
Rancho Santana
01.2011 - 05.2017
High School Diploma -
Saint John`s College