Jessica Smith

Jessica E. Smith Minneapolis, MN-- EXPERIENCE Office of the Minnesota Secretary of State, Saint Paul, MN Principal Customer Service Specialist October 2015 - PRESENT                Develop, manage, and maintain office procedures, translate technical language to lay terms, translate statutes and legislative changes to lay terms. o Office procedures include data entry, international legalization of documents (Apostille Certificates), creating copies of corporate documents, as well as detailed requirements for each filing processed by the office. o Updated and formatted thirty sets of procedures in 2017. o Receive guidance from legal advisor to provide clear and precise procedures Strong interpersonal communication from entry level staff to upper management Answer customer phone calls up to three hours per day Create open communication for all staff to have access to pertinent information Communicate with legal advisor to ensure statutory requirements are being met for business filings, international legalization (Apostille Certificates), and copies of corporate documents Utilize technical programs for all tasks; MS Outlook, Excel, Word, CRM, Cisco Finesse phone system Manage projects from start to finish; advise updates to forms, procedures, website content when new legislation or technology updates goes into effect Delegate staff responsibilities daily and weekly to cover office functions including customer counter, customer phone bank, mail filings, online filings, international legalizations, copies of corporate documents, customized database orders Train entry level, intermediate, and senior staff Implement, develop, and update training materials and processes for intermediate, senior, and principal staff Assistant to the Business Services Department Supervisor Analyze and resolve database issues in CRM (Customer Relationship Management system) Detect and resolve data entry errors, including working with IT staff to resolve and prevent further errors Participate with business analysts to create website content for business filings, international legalization, and copies of corporate documents Advise customers on filing requirements according to the statute as well as office policies Office of the Minnesota Secretary of State, Saint Paul, MN Senior Customer Service Specialist May 2014 - October 2015     Provide specialized customer service Communicate office policies and statutory requirements to customers Clear written and verbal communication Review legal documents/filings to ensure they meet statutory requirements Office of the Minnesota Secretary of State, Saint Paul, MN Intermediate Customer Service Specialist August 2013 - May 2014      Provide specialized customer service Review legal documents/filings to ensure they meet statutory requirements Communicate with customers Create copies of corporate documents from microfiche and three different databases International legalization as dictated by the Hague Convention (Apostille Certificates) Office of the Minnesota Secretary of State, Saint Paul, MN Temporary Staff July 2013 - August 2013   International legalization as dictated by the Hague Convention (Apostille Certificates) Scan corporate documents to ensure the database is kept up to date Starbucks Coffee Company Supervisor (keyholder), barista     Delegate daily tasks Prepare daily bank deposit Uphold and model Starbucks standards Prepare for annual QASA (Quality Assurance Standards Audit) Bon Appetit Management Company Barista (Starbucks Cafe) March 2012 - July 2013    Responsible for closing the cafe each day Prepare food and drinks Ensure both Starbucks and Bon Appetit standards are being met EDUCATION South High School, Minneapolis Graduated with Diploma in 2005