Kiara Smith
Summary
Customer Service Specialist with 9+ years of experience in customer service, sales, virtual support, and client management. Skilled in live chat, email communication, document creation, and various software systems. Recognized for exceeding performance metrics, attendance, and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Registered Behavior Technician
HopeBridge Autism Clinic
Merrillville
01.2021 - 01.2022
- Provided clinical skills instruction and behavior reduction protocols based upon the principles of Applied Behavior Analysis to children with autism and related developmental disabilities in a clinical setting.
- Documented client progress using Electronic Medical Records (EMR).
- Collaborated with providers and insurance representatives via email and phone to coordinate services.
- Maintained a 0% incident rate with high-needs clients, and ensured consistent follow-ups.
Customer Service Representative (Hybrid)
BTR Transportation
Chicago
01.2018 - 01.2020
- Handled high-volume outbound/inbound calls (30–50/hr) to schedule services and resolve customer inquiries.
- Consistently ranked highly for wrap time, call volume, quality scores (90%+), and attendance.
- Assisted clients and staff through the complex portal setup via phone and email.
- Managed the scheduling, payouts, and communications between the base of operations, clients, and crew.
- Developed strong customer relationships to drive sales and growth.
Customer Service Specialist (Center Consultant)
FedEx Office
Chicago
01.2016 - 01.2018
- Managed customer inquiries via phone, in person, and email; provided expert guidance on print and design.
- Boosted monthly product sales by up to 15% through consultative upselling.
- Maintained key accounts and handled invoicing with EFI software.
- Performed general office and clerical duties (i.e., data entry, faxing, phone, and email triage).
Education
High School Diploma -
Simeon Career Academy
Chicago, ILMicrosoft Office Training - Word, Excel, PowerPoint
Microsoft
RemoteSkills
- Remote Customer Service
- CRM Software (Zendesk, Salesforce, HubSpot)
- Live Chat & Email Support
- Microsoft Office & Google Workspace
- Data Entry & Documentation
- Ticketing Systems & Case Resolution
- Time Management & Independence
- Conflict Resolution & De-escalation
- Client Engagement
- Team Collaboration
- Electronic Medical Records
- HIPAA Compliant
References
References available upon request.
Timeline
Registered Behavior Technician
HopeBridge Autism Clinic
01.2021 - 01.2022
Customer Service Representative (Hybrid)
BTR Transportation
01.2018 - 01.2020
Customer Service Specialist (Center Consultant)
FedEx Office
01.2016 - 01.2018
High School Diploma -
Simeon Career Academy
Microsoft Office Training - Word, Excel, PowerPoint
Microsoft
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