Samuel Smits
San José,SJ
Summary
Customer service professional with history of delivering bilingual support and ensuring client satisfaction. Known for resolving issues efficiently and improving customer experiences. Team-oriented and adaptable, excelling in communication and problem-solving.
Overview
5
5
years of professional experience
Work History
Freelancer Musician
Self-Employed
San Jose, CR
01.2024 - Current
- Composed original music pieces for live performances, enhancing audience engagement and experience.
- Collaborated with fellow musicians to arrange songs, ensuring a cohesive sound and artistic integrity.
- Performed at various venues, adapting setlists to suit diverse audiences, and event themes.
- Developed promotional materials for performances, increasing visibility, and attracting new listeners.
Customer Support Specialist
Sitel
Dallas, Texas
04.2022 - 12.2023
- Resolved product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.
Manager
Sam Ash Music Stores
Dallas, Texas
01.2022 - 10.2022
- Monitored performance metrics regularly, identifying trends that indicate opportunities for process improvements or additional training needs within the team.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Streamlined workflows by identifying bottlenecks in existing systems, and proactively addressing these challenges through appropriate solution implementation.
- Established team priorities, maintain schedules, and monitor performance.
Recruit, interview, and hire employees, and implement a mentoring program to promote positive feedback and engagement.
Project Specialist
STT Group
San Jose, CR
01.2021 - 01.2022
- Developed custom algorithms to optimize data mining, increasing the effectiveness of analytical insights in the account.
- Established a culture of continuous improvement by fostering open communication channels, and encouraging feedback on data analysis methodologies in finances.
- Developed custom weekly reports with fundamental information, summarizing and presenting data in a visually appealing, and accurate format.
- Analyzed data to identify root causes of problems, and recommend corrective actions.
Education
High School Diploma -
12-2013
Skills
- Customer-focused technical assistance
- Analytical problem-solving
- Organizational support skills
- Proficient in ZenDesk
- Schedule management
- Customer complaint escalation
- Troubleshooting expertise
- Amazon WorkSpaces management
- Experienced with Microsoft Office applications
- Music composition
Languages
Spanish
First Language
English
Proficient (C2)
C2
Education and Training
other
Timeline
Freelancer Musician - Self-Employed
01.2024 - Current
Customer Support Specialist - Sitel
04.2022 - 12.2023
Manager - Sam Ash Music Stores
01.2022 - 10.2022
Project Specialist - STT Group
01.2021 - 01.2022
San Isidro High School - High School Diploma,
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