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CINDY B.

SMITH
www.linkedin.com/in/cindybsmith 504.416.9165 smithcb56@gmail.com

CUSTOMER SERVICE EXPERT


A highly accomplished, recognized Customer Service Expert with a proven track record of radically
enhancing operational performance and instrumentally fostering company success. A driven leader,
combines comprehensive industry knowledge, high caliber management, sharp business acumen and
calculated foresight to maximize efficiency while ensuring an exceptional customer experience. Highly
adept at cross functional collaboration, strategically cultivates highly effective teams that consistently
advance organizational goals. A seasoned professional, possesses a highly successful career history
characterized by aggressively driving revenue growth while maintaining outstanding customer relations.
Specializes in finding innovative solutions to enhance operations, customer satisfaction and overall
profitability.
AREAS OF EXPERTISE
Process Development Reporting Key Account Management Strategic Planning
Integrity Collaboration Performance Focused Training Team Development
Margin Enhancements Cost Reductions Building Customer Relationships
Budget Control P&L Management Financial Planning Customer Service
Operations Development
PROFESSIONAL EXPERIENCE
RSI VIDEO TECHNOLOGIES, Vadnais Heights, MN
Central Station Liaison, September 2013-Present
Significantly enhance operations at the leading monitoring centers in North America by developing
and providing highly effective training and best practice information delivering video verification
using the Videofied product.
Expedite productivity by developing high impact sophisticated coaching strategies and proficiently
managing the technical training program for alarm dealers installing and servicing the Videofied
alarm panel.
Substantially improved overall training for technicians and alarm operators through the
implementation of a new online eLearning system.
CHECKPOINT SYSTEMS, Inc, Chanhassen, MN
Senior Director Professional Services, 2007-2013
Spearheaded company success intelligently directing the entirety of North American support services
including the 24/7 Retail Monitoring Call Center, Data Management, Service Dispatch, Customer Service,
and Technical Support teams. An expert at industry operations, was accountable for all forecasting,
budgeting and managing to the 25M annual P&L. Consistently achieved company goals successfully
directing a multi-location team of 5 managers and over 100 Team members.
B2B Customer Support-Retail
Championed client satisfaction radically improving overall service provided to the retail customer
base transforming the internal service support team.
Maximized efficiency by improving response times 33%, slashing overall service requests by 15%,
reducing call handling times and increasing answer speed by 8%.
Led all operations for a 25,000 account central station.
Improved service and reduced false alarms by implementing video verification using Videofied.
Instrumentally orchestrated a valuable Data Management team that coordinated customer reviews,
reporting and other services highly benefiting retail loss prevention teams serviced.

Cindy Smith

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ALARM MONITORING SERVICES, Metairie, LA


Vice President of Operations-Alarm Monitoring, 2002-2006
B2B and B2C Customer Support Teams
Streamlined performance managing all operations of this 35,000 account dealer central station.
Aggressively drove revenue through new business development and the acquisition of new dealers:
established and exceeded growth objectives.
Employed calculated foresight and precision analysis in executing all forecasting and budgeting.
Established off-site operations prior to and during the 2002 (Isabel) and 2004 (Ivan) hurricanes at a
remote facility.
WESTEC SECURITY GROUP, Irvine, CA
Operations Director-Call Center & Patrol-Interactive Visual Command Center, 1982-2001
Created the first state of the art video command center for Westec Interactive Security, a new, hightech, division of the WSG.
Systematically facilitated company success running a central station of 150,000 accounts.
Executed stellar management of a team of 60 employees and supervised 5 central stations.
Successfully managed the relocation of a newly developed interactive video communications center
to support Westec Home Security, a new division of WSG developed for the mass marketing of new
alarm sales.
Established off-site operation following the 1994 Northridge earthquake achieving full operational
status in less than 4 hours at a remote facility.
Created and implemented new computer based training for alarm operators across 5 branches.
Collaborated to develop the new operational plan, including installation, service and customer
service procedures for both new divisions.
EDUCATION

Irvine Valley College, Irvine CA, Associates, Business Management


PROFESSIONAL DEVELOPMENT

Management System Training


Fast Track Westec Management Training
Zinger Miller Certified Front Line Leadership Facilitator
American Management Association Project Management
SIA Certified Instructor
Certified On-line Trainer