Open to opportunities

Tony Smart

@tonysmart

Message

Customer Service & Operations leader improving remote support, compliance, and service delivery.

United States

Message

What I'm looking for

I’m looking for a role where I can lead remote customer service and operations—improving workflows, documentation compliance, and service delivery using metrics, quality assurance, and team training, preferably in healthcare or mission-driven environments.

I’m a CustomerService & Operations leader with 15+ years of experience across remote customer support, healthcare administration, escalations management, staff training, workflow optimization, and documentation compliance. I supervise remote teams, resolve complex customer issues with empathy and policy compliance, and maintain accurate electronic records to meet quality standards. I also support multilingual customer populations across Nigeria, Sierra Leone, and West Africa (English, Igbo, Etche, Krio).

In my current role, I oversee high-quality service delivery, onboard new remote employees, and coordinate communication between customers, caregivers, and cross-functional teams. I prepare operational reports, analyze customer service metrics, recommend process improvements, and test system updates while managing user access and confidential information securely. Across healthcare, retail, banking, and nonprofit environments, I’ve focused on continuous improvement, quality assurance, and cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Operations Manager

Current

DementiaCare Experience

Aug 2021 - Present (5 years)

Supervise remote customer service staff and ensure high-quality service delivery. Resolve escalated customer issues, maintain documentation standards, and produce operational reports and metrics.

Remote Team Leadership Customer Service Escalation Management Policy Compliance Documentation And Reporting Quality Assurance Cross Functional Collaboration

Merchandising Supervisor

Kohl’s

Jun 2024 - Apr 2026 (1 year 10 months)

Lead merchandising operations, inventory accuracy, and customer service coordination. Train staff on operational standards, conduct audits, and support scheduling and performance evaluations.

Merchandising Operations Inventory Accuracy Customer Service Coordination Audit Scheduling Performance Evaluation

Administrative Operations Manager

CVS Pharmacy

Dec 2018 - Aug 2023 (4 years 8 months)

Direct administrative operations, vendor management, and workflow coordination to improve customer satisfaction through reporting and service enhancements. Train employees, resolve escalations, and support business strategy execution.

Administrative Operations Vendor Management Workflow Coordination Service Improvement Escalation Management Strategy + Execution

Customer Service Shift Supervisor

CVS Pharmacy

Nov 2013 - Dec 2018 (5 years 1 month)

Supervise front-end operations, including scheduling, onboarding, and customer complaint resolution. Maintain financial accuracy and ensure compliance with company procedures.

Front End Operations Scheduling Onboarding Customer Complaint Resolution Financial Accuracy

Resident Services Assistant

Brighten Gardens

Oct 2012 - Oct 2013 (1 year)

Provide healthcare customer service with appointment coordination and confidential record management. Support residents, families, and multidisciplinary teams with administrative needs.

Healthcare Customer Service Appointment Scheduling Administrative Support Cross Functional Collaboration

Customer Service Online Services Manager

FIBank Ltd

Jul 2006 - Aug 2012 (6 years 1 month)

Manage customer service operations and online services, including reporting and customer retention strategies. Conduct staff training and support system testing and deployment.

Customer Service Operations Online Services Reporting Customer Retention System Testing Deployment