1. JULIE SMITH
2939 Scarsdale Manor Dr.,St. Charles, Mo. 63303| (H) (636) 219-9049 | scottandjuliesmith@gmail.com
Professional Summary
Customer service professional seeking a management role. Skilled in training staff and establishing rapport
with clients. Self-motivated with exceptional communication and computer capabilities.
Skills
Training development aptitude Exceptional interpersonal communication skills
MS Windows proficient Excellent time management skills
Mediation capability Adherence to high customer service standards
Quick learner Creative problem solver
Work History
Customer Service Representative 01/2012 to Present
Alpha Packaging –St. Louis, MO
 Managed critical customer accounts and ensuring customer satisfaction.
 Maintained all aspects of data entry: orders, pricing, BOLS, complaints, and invoicing Liaison between
broker, customer, and all internal departments.
 Developed strategies to increase quality and efficiency.
 Special project leader, collaborated with management to implement new procedures.
 Developed reputation as an efficient service provider with high levels of accuracy.
 Scored in top 10% of employees in successful resolution of issues.
 Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
 Served as the main liaison between customers, management and sales team.
 Ensured superior customer experience by addressing customer concerns, demonstrating empathy and
resolving problems on the spot.
 Managed wide variety of customer service and administrative tasks to resolve customer issues quickly
and efficiently.
 Learned, referenced and applied product knowledge information.
Social Service Representative 01/2011 to 01/2012
NHC National Health Care – St. Charles, MO
 Census development Tours, admission screenings, and initial inquiries Liaison between hospital, facility,
family, and in-house departments.
 Assessed and met numerous patient and family needs.
 Created and implemented individualized care plans for residents.
 Maintained strict patient and physician confidentiality.
 Maintained accurate records of patient care, condition, progress and concerns.
 Provided a comforting and soothing environment.
Library Assistant 01/2002 to 01/2011
St. Charles Library District/Kathryn Linnemann Branch – St. Charles St. Louis, MO
 Facilitated all aspects of daily operations
 Managed collections: processing, preservation, and distribution
 Instructed students on research techniques and the use of information technologies.
 Resolved patrons' complaints tactfully and professionally.
 Researched, planned and set up monthly informative library exhibits.
 Trained staff, students and faculty on the use of library technology.
 Located print and online materials for students completing research projects.

2. Customer Service Agent/Ticket Counter Supervisor
Regional Training Instructor/Operations Supervisor
Southwest Airlines – St. Louis, MO
 Ensuring smooth flight operations; check-in, gate, boarding, departing procedures.
 Expert conflict and complaint analysis and resolution.
 Proficient in forming relations with a multinational customer and employee base.
 Implemented training for upgraded computer program and service procedures.
 Developed and initiated training and motivational materials.
Education
Bachelor of Arts Graduation 2018
Brigham Young University ID - Rexburg
University Studies English, Clusters-Psychology and Communications
Associates of Arts 2007
St. Charles Community College - St. Charles, MO
General Studies
Civic/Community Service
 Youth Leader LDS church 2014-Present
 Activity Volunteer NHC Nursing Home 2011-2013
 Treasurer Rising Generation Youth Choir 2010-2013
 Young Women Camp Leader LDS Church 2010-2012
 Woman's Enrichment Leader LDS Church 2007-2009
 Activity Director LDS Church St. Peters Ward 2004-2006
 PTO secretary Harris Elementary School 2000-2003
 Secretary St. Charles County Youth Choir 2003-2008
 PTA President Jefferson Middle School 2001-2002
 Cub Scout Den Leader Pack 963 1998-1999
 Party Coordinator St. Joseph Institute for the Deaf 1987-1988
 Dinner/Visitation Coordinator Ronald McDonald House Charities 1986-1998