DaJon Smith
Kannapolis,NC
Summary
Dynamic and personable customer service professional with over 6 years of experience in delivering exceptional support and solutions. Recognized for a proactive problem-solving approach and expert proficiency in tools such as Word, Excel, Salesforce, and Slack, consistently exceeding quotas while maintaining meticulous documentation. Proven ability to enhance revenue streams through effective communication with established and potential customers, while actively prospecting for new business opportunities. Reliable team collaborator who adapts to evolving needs, focused on achieving results through empathetic service and a commitment to customer satisfaction and loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Papa
Remote
01.2026 - Current
- Resolved customer inquiries efficiently through various communication channels, enhancing service experience.
- Managed customer accounts using CRM software, ensuring accurate data entry and updates.
- By using software like zendesk and genesys, I was able to assist over 200 members per day in getting enrolled in benefits included in their health plan for companionship
Fraud Specialist
American Express
Charlotte, NC
01.2022 - 01.2026
- Analyze customer data to determine potential patterns and fraud risk. Develop and implement fraud detection models and strategies. Monitor customer accounts for suspicious activity. Investigate and analyze suspicious transactions.
- Reviewed and analyzed 100+ transactions daily to identify suspicious patterns, helping prevent potential financial losses.
- Managed about 30–50 inbound calls, emails, and case inquiries per day related to suspected fraudulent activity and account security concerns.
Lead Customer Service Advocate
Sitel/LegalZoom
Mesa, AZ
07.2021 - 01.2023
- Assisted customer service representatives to defuse escalated issues and worked directly with customers to support resolution.
- Used Salesforce to document customer inquiries, account updates and sales information.
- Managed and updated customer accounts to reflect address or contact changes, service adjustments, or billing status.
- Addressed customer complaints with tactful communication and actionable solutions.
Shift Supervisor
Wendy’s
Mesa, AZ
12.2021 - 07.2022
- Maintained department continuity by working closely with fellow supervisors to manage seamless transitions.
- Trained and mentored team members in company policies and led by example to promote company mission and values.
- Managed shift records, producing timely reports to keep management up-to-date.
Corporate Trainer
Charity Fundraiser
Mesa, AZ
03.2021 - 12.2021
- Taught courses in business policies, legal standards and specific job skills to meet training demand.
- Developed new training programs and materials to best meet business goals.
- Cultivated supportive relationships with employees and answered questions about training.
- Overcame donor objections using skilled mix of persuasive communication style and prepared call scripts.
Operations Manager
Amazon
Charlotte, NC
08.2020 - 03.2021
- Coordinated operations successfully to uphold reputation for professionalism and results.
- Organized resources, supplies and teams to meet operational demand and core metrics.
- Communicated clear objectives and implemented hands-on strategies resulting in peak performance.
Assistant Manager
Hardees
Mesa, AZ
07.2019 - 08.2020
- Improved customer relations, maintained brand loyalty, and recaptured lost revenue opportunities by smoothly handling escalated problems.
- Maintained operational performance by skillfully handling opening and closing tasks.
- Controlled labor costs by streamlining workflows based on expected demands.
- Supported recruiting, training and professional development efforts.
Education
Diploma -
Zebulon B Vance High School
Zebulon, NC07-2019
Skills
- Emotional Intelligence, Negotiation, Customer Account Management, Product Knowledge
- Load balancing
- Research
- Salesforce
- BSA
- Mac OS
- CRM software
- Negotiation
- Account management
- Banking
- Remote access software
- Training & development
- Customer Service
- Manufacturing
- Security
- Machine learning
- Microsoft Excel
- Microsoft Outlook
- Management
- Leadership
- Communication skills
- Materials handling
Accomplishments
- Documented and resolved customer fraud claims, which led to improved compliance, reduced risk exposure, and increased customer satisfaction.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Driver's License September 2021 to September 2028 North Carolina Driver’s License
- Guard Card July 2023 to July 2024 unarmed guard card
Languages
English
Timeline
Customer Service Representative
Papa
01.2026 - Current
Fraud Specialist
American Express
01.2022 - 01.2026
Shift Supervisor
Wendy’s
12.2021 - 07.2022
Lead Customer Service Advocate
Sitel/LegalZoom
07.2021 - 01.2023
Corporate Trainer
Charity Fundraiser
03.2021 - 12.2021
Operations Manager
Amazon
08.2020 - 03.2021
Assistant Manager
Hardees
07.2019 - 08.2020
Diploma -
Zebulon B Vance High School