Paulette Smellie

Emergency Road Service Customer Advocate

AAA

Nov 2020 - Current (5 years 7 months)

• Maintained communication with drivers during incidents to provide any necessary additional support or information. • Updated customers on the status of their assistance requests and provided accurate estimated time of arrivals. • Adhered strictly to privacy regulations by protecting sensitive customer information throughout the dispatch process. • Dispatched tow trucks, service vehicles, or emergency personnel to assist customers in various roadside situations. • Communicated effectively with diverse clientele, demonstrating empathy, and understanding in stressful situations. • Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating.

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Customer Support Specialist

TPUSA

Nov 2017 - Jun 2023 (5 years 8 months)

• Served as the primary point of contact for healthcare professionals and patients, delivering outstanding customer service via telephone, email, and chat communication channels. • Triaged incoming calls, emails, and chat messages from various healthcare facilities and internal clinicians, ensuring prompt resolution of inquiries and issues. • Monitored clinical systems to maintain operational efficiency and meet performance targets, escalating critical issues as necessary to higher support tiers. • Utilized CRM systems to track and document all customer interactions, ensuring accurate and thorough record-keeping. • Responded in real-time to support issues, resolving basic inquiries and escalating complex issues to appropriate support t

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Reservations Travel Agent

AMR

Oct 2013 - Dec 2019 (6 years 3 months)

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Player Club Representative

Calder Casino

Aug 2011 - Nov 2013 (2 years 4 months)

• Coordinated promotions and events to provide customers with seamless execution and engaging experiences. • Worked closely with the marketing team and other relevant departments to plan and organize various promotions and events that enhance customer satisfaction and loyalty.

Customer Care Professional

American Express

Nov 2008 - Jul 2010 (1 year 9 months)

• Engaged and consulted with small business owners and decision-makers to understand their needs. • Delivered high levels of product and service knowledge to effectively communicate the features, benefits, and other aspects of American Express Small Business Services. • Facilitated commercial and individual safety regulations overviews as outlined in corporate directives, for online purchases and POS transactions. • Conduct chargeback investigations for instances related to duplicate charges, overpayment, merchant issues, and police reports. • Investigate 100+ monthly fraud and abuse alerts received from the back office for credit card transactions and account setups. • Use advanced statistical methods (SQL) to pull large-scale data r

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Clerical Supervisor – Probation and Parole Services

(FLDOC)

Aug 2000 - Nov 2005 (5 years 4 months)

• Coordinated workflow, prioritized tasks, and engaged in the timely completion of assignments. • Developed and implemented streamlined processes, resulting in a 20% increase in overall productivity. • Collaborated with other departments to enhance cross-functional communication and resolve interdepartmental issues. • Support the administration of compensation and performance management programs, payroll, data quality, succession planning, recruitment, employment, employee development, colleague engagement, employee onboarding, and employee relations. • Oversaw recordkeeping, file management, and documentation systems, ensuring accuracy and compliance with company policies.

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Administrative Assistant

Probation and Parole Services (FLDOC)

Apr 1995 - Aug 2000 (5 years 5 months)

• Provided administrative support to various departments, including data entry, record-keeping, and file management. • Welcomed visitors, directed them to appropriate personnel, and ensured a professional and hospitable environment. • Handled sensitive information with confidentiality and discretion, adhering to company policies and procedures. • Prepared and edited various reports, presentations, and spreadsheets, ensuring accuracy and professionalism. • Managed incoming calls, directed inquiries to appropriate staff, and maintained a high level of customer service. • Assisted in coordinating meetings, conferences, and travel arrangements for senior management. • Support the administration of compensation and performance management

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