JOHN SMALLWOOD
Charlotte
Summary
Dedicated Customer Care Specialist with over 15 years of experience delivering exceptional customer service across the utility, healthcare, telecommunications, and hospitality industries. Proven success in resolving complex customer issues, maintaining account accuracy, processing billing transactions, and supporting high-volume call center operations. Recognized for outstanding customer service, strong communication skills, and the ability to build positive relationships while consistently meeting performance goals.
Overview
18
18
years of professional experience
Work History
Customer Care Specialist I
Duke Energy
2018.03 - Current
- Provide exceptional customer service while handling 50–75 inbound calls daily in a fast-paced call center environment.
- Resolve customer concerns related to billing, service, payments, and account maintenance.
- Educate customers on energy-saving programs and available company services.
- Process security deposits, billing adjustments, account transfers, and qualified account credits.
- Waive eligible connection and late fees while following company policies.
- Serve as Floor Support by assisting team members with questions and handling escalated customer calls.
- Consistently maintain quality and productivity standards while delivering empathetic customer service.
- Recognition
- Outstanding Customer Service Award (2018)
- Outstanding Customer Service Award (2019)
Patient Case Coordinator
Lash Group (AmerisourceBergen)
2016.12 - 2017.11
- Processed Medicare prescription enrollment applications accurately and efficiently.
- Contacted healthcare providers and patients to obtain missing enrollment information.
- Managed confidential patient information while maintaining HIPAA compliance.
- Ensured timely completion of patient assistance program documentation.
Pharmacy Help Desk Supervisor
Optum Healthcare
2013.08 - 2016.12
- Supervised pharmacy help desk operations supporting pharmacy staff and customers.
- Diagnosed and resolved hardware and software issues.
- Provided daily coaching and support to team members.
- Assisted with workflow improvements and escalated issue resolution.
- Maintained a visible leadership presence while promoting excellent customer service.
Sales & Customer Service Representative
Convergys
2011.06 - 2013.08
- Managed approximately 200 inbound calls daily supporting OnStar customers.
- Assisted customers with navigation services, roadside assistance, and account inquiries.
- Consistently exceeded quality standards while providing outstanding customer service.
- Received the Top Quality Award in November 2011.
Host / Server
TGI Fridays
2009.01 - 2011.06
- Created a welcoming guest experience by greeting customers and managing reservations and waitlists.
- Coordinated guest seating to maximize restaurant efficiency.
- Explained menu items, daily specials, and promotions.
- Recommended food and beverage selections based on guest preferences.
- Entered orders accurately using the POS system.
- Delivered food and beverages while ensuring order accuracy and guest satisfaction.
- Resolved guest concerns professionally and worked collaboratively with team members in a fast-paced environment.
Education
Associate of Arts - Business Administration
Central Piedmont Community College
Charlotte, NCSkills
- Customer Service Excellence
- Call Center Operations
- Billing & Account Maintenance
- Customer Relationship Management
- Problem Solving & Conflict Resolution
- Technical Support
- Team Leadership & Floor Support
- Account Research
- Data Entry
- Microsoft Office Suite
- Point-of-Sale (POS) Systems
- Time Management
- Adaptability
AWARDS
Duke Energy Outstanding Customer Service Award (2018), Duke Energy Outstanding Customer Service Award (2019), Convergys Top Quality Award (November 2011)
Timeline
Customer Care Specialist I
Duke Energy
2018.03 - Current
Patient Case Coordinator
Lash Group (AmerisourceBergen)
2016.12 - 2017.11
Pharmacy Help Desk Supervisor
Optum Healthcare
2013.08 - 2016.12
Sales & Customer Service Representative
Convergys
2011.06 - 2013.08
Host / Server
TGI Fridays
2009.01 - 2011.06
Associate of Arts - Business Administration
Central Piedmont Community College