Demarcus Smith
Los Angeles
Summary
Professional with extensive experience in developing and implementing operational strategies to enhance service delivery and improve efficiency. Demonstrated ability to establish partnerships with community organizations and government agencies, facilitating collaborative opportunities that align with organizational goals. Proven track record in managing daily business operations, including budgeting, staffing, and customer service, while ensuring compliance with relevant regulations. Skilled in conducting market research and analyzing processes to identify trends and opportunities for improvement.
Overview
20
20
years of professional experience
Work History
Intake Manager
Reset Recovery Health Center
Atlanta
02.2022 - 04.2025
- Participated in meetings with external partners, such as government agencies and healthcare providers, to discuss collaborative opportunities.
- Assisted in developing policies and procedures for the intake process.
- Developed and implemented intake strategies to ensure high quality service delivery.
- Established partnerships with community-based organizations to enhance service delivery models.
- Provided technical assistance on utilization of electronic systems related to the intake process.
General Manager
Museumbar Restaurant Lounge
Atlanta
09.2010 - 05.2020
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Developed marketing strategies designed to increase brand awareness within target markets.
- Conducted market research to identify trends, opportunities, and threats in the industry.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Ensured compliance with local health department regulations regarding food safety standards.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Created schedules and monitored payroll to remain within budget.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Administered employee discipline through verbal and written warnings.
- Designed sales and service strategies to improve revenue and retention.
Customer Service Manager
AT&T
Atlanta
07.2005 - 09.2010
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Provided exceptional customer service to ensure customer satisfaction.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Monitored staff performance to ensure adherence to customer service standards.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Developed and implemented strategies for providing excellent customer service experience.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Developed policies and procedures related to customer service operations.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
Education
Associate of Science - Computer Networking
West Los Angeles College
Culver City, CASkills
- Team collaboration
- Process improvement
- Client assessment
- Professionalism and ethics
- Staff management
- Recruit well-qualified staff
- Risk management
- Train employees
- Problem-solving aptitude
- Excellent communication
- Adaptability and flexibility
- Facility oversight
- Performance evaluation
- Teamwork and collaboration
- Contract negotiation
- Business planning
- Attention to detail
- Self motivation
- Relationship building
- Technical support
- Customer service
Timeline
Intake Manager
Reset Recovery Health Center
02.2022 - 04.2025
General Manager
Museumbar Restaurant Lounge
09.2010 - 05.2020
Customer Service Manager
AT&T
07.2005 - 09.2010
Associate of Science - Computer Networking
West Los Angeles College