Aaron Samples
Dellroy,OH
Summary
In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Able to create plans to assist customer service representatives ti meet KPIs and provide excellent and consistent customer service.
Overview
16
16
years of professional experience
Work History
Customer Service Quality Assurance Specialist
Zulily Inc.
Remote
08.2021 - Current
- Maintain and develop internal support and call center quality standards
- Review a subset of support agents’ conversations (calls, emails, chat, etc)
- Assess support interactions based on internal standards
- Accompany evaluations with meaningful and constructive feedback
- Discuss and explain feedback with agents in regular meetings
- Analyze all customer service metrics and how the support team’s performance affects those KPIs
- Create strategies to improve KPIs
- Help agents improve their performance with specific instructions and constant support
- Create reports that reflect support performance
- Report support team’s performance to higher-ups
- Participate in calibration sessions to maintain consistency in internal evaluations
Customer Service Representative- Teir 1 and Teir 2
Zulily Inc.
Remote
08.2021 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor handled issues while on T2.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Confirmed payments, refunds, etc.
- Answered phone and assisted customers with inventory questions
- De-escalated angry customers
- Assisted customers with returns
- Assisted customers with refunds
- Addressed and resolved customer product complaints empathetically and professionally
- Accurately documented, researched and resolved customer service issues
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging environment
- Acted professionally and patiently when addressing negative customer feedback
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Inbound Customer Service Representative
Kimble Cpmpanies
Dover, OH
10.2019 - 08.2021
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Mastered customer service management systems and databases
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Acted professionally and patiently when addressing negative customer feedback
Inbound Customer Service Representative
Ameridial Inc
New Philadelphia, OH
06.2015 - 04.2019
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Mastery of customer service management systems and databases
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Referred unresolved customer grievances to designated departments for further investigation
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Managed high call volume with tact and professionalism
- Acted professionally and patiently when addressing negative customer feedback
Gas Station Clerk
Starfire Express
Uhrichsville, OH
06.2010 - 06.2015
- Maintained clean and orderly work station.
- Checked customer identification for alcohol, cigarette, and lottery sales.
- Replenished products on shelf, rotated products and confirmed adherence to code dating procedures.
- Delivered exemplary customer service and warmly greeted guests.
- Supported Manager and Assistant Manager with daily operational functions.
- Trained new cashiers on procedures, customer service and sales techniques.
- Received customer payments.
- Supervised invoice processing and purchase orders
- Set up storeroom and work areas to allow easy access to stock items.
- Displayed friendly, outgoing and energetic behavior to create a warm, fun atmosphere for guests.
- Operated and maintained all equipment and utensils in accordance with guidelines and safety procedures.
- Resolved escalated customer issues in a timely manner.
Preschool Teacher
DuBois Child Development Center
New Philadelphia, OH
06.2008 - 06.2010
- Developed weekly lesson plans and activities to engage children and promote learning.
- Established positive communication with parents in daily conversation and formal conferences.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Educated students in foundational concepts such as shapes, numbers, and letters.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
Education
No Degree - Early Childhood Education
The University of Akron
Akron, OHNo Degree - Early Childhood Education
Kent State University
New Philadelphia, OHHigh School Diploma -
Claymont High School
Uhrichsville, OH06.2006
Skills
- Customer Service
- Account Management
- Coaching
- Call Center Operations
- Continuous Improvement
- Complaint Resolution
- Positive and Constructive Feedback
- Performance Evaluation
- Records Management
Timeline
Customer Service Quality Assurance Specialist
Zulily Inc.
08.2021 - Current
Customer Service Representative- Teir 1 and Teir 2
Zulily Inc.
08.2021 - Current
Inbound Customer Service Representative
Kimble Cpmpanies
10.2019 - 08.2021
Inbound Customer Service Representative
Ameridial Inc
06.2015 - 04.2019
Gas Station Clerk
Starfire Express
06.2010 - 06.2015
Preschool Teacher
DuBois Child Development Center
06.2008 - 06.2010
No Degree - Early Childhood Education
The University of Akron
No Degree - Early Childhood Education
Kent State University
High School Diploma -
Claymont High School