Amy Samples
Morrison,IL
Summary
Meticulous Coordinator with versatile background in various administrative support functions. Follows office workflow to increase performance levels, maintain files and records and support teams with various administrative tasks. Outstanding knowledge of MS Office and Google software.
Overview
18
18
years of professional experience
Work History
Intraday Staffing Analyst
WPS Health Solutions
11.2019 - 04.2023
- Work with supervisors and agents to schedule needed training
- Monitor RTA and update agent schedules
- Make necessary changes to scheduling for trainings, meetings, and coaching
- Provide reporting to Operations for quality, adherence, and compliance
- Pull daily and weekly reports from SQL
- Analyze data compiled in reports and provide trending analysis
- Compile report data and manually enter inventory totals into reports for operations/executives
- Create tracking reports/spreadsheets and update data to provide trending
- Track areas of concern and report to operations items of interest
- Provide timely communication to WFM team and operations
- Meet with team members to collaborate on ideas and analyze data and trending areas
- Create and reformat spreadsheets for tracking data, keeping staffing data, and inventory totals
- Update and analyze staffing counts and training totals
- Communicate with supervisors on changes made to teams and staffing/training of teams
- Attend weekly and bi-weekly meetings to provide changes, trending, areas of concern, and progress made in the inventory, claims, and staffing
- Monitor customer service agent call performance, auxiliary states, adherence, and attendance
- Provide performance data to supervisors based on tracking reports for coaching opportunities
- Create automations and macros within reports and spreadsheets to maximize time efficiencies.
Social Media Moderator
LiveWorld
08.2016 - 01.2020
- Moderate Facebook comments made by customers for Walmart
- Assist Walmart customers with general questions, responding via Facebook, Twitter, Instagram, and YouTube
- Communicated with Walmart customers regarding escalated issues via Facebook Messenger
- Promoted improved Walmart brand reputation by responding to customers with positive replies
- Escalated issues to upper management that were unable to be resolved through Facebook Messenger
- Removed negative comments that broke the terms of use policies for Facebook, Instagram, and YouTube, as well as watched for trending issues that increased traffic
- Moderate and respond to Facebook, Twitter, Instagram, YouTube, LinkedIn, and Google+ posts for Cancer Treatment Centers of America hospitals
- Moderate and respond to Facebook, Twitter, Instagram, and Google+ posts for CBR (Cord Blood Registry)
- Moderate and respond to Facebook and Twitter posts for AMAG (Intrarosa and Vyleesi) pharmaceutical.
Life Coach
SYKES
06.2015 - 02.2016
- Life Coach for 160 agents during training, OJT, and production
- Assisted agents with payroll issues, scheduling changes, and general needs and questions about Sykes
- Assisted agents and Human Resources with LOA and ADA accommodation requests and processed related paperwork and communication
- Entered manual payroll for agents and adjusted hours worked due to errors, or technical issues
- Monitored and tracked agent's attendance, and attrition, and provided information on absenteeism
- Engaged with agents daily regarding their attendance and found creative solutions to decrease absenteeism and retain talent
- Created detailed excel spreadsheets and Google sheets for reporting and tracking metrics, absenteeism, time bank balances, etc
- Assisted agents with personal issues that affected their ability to work and communicated with management regarding creative solutions to improve work-life balance and work metrics
- Advocated on agent's behalf to ensure their success
- Provided assurance when needed and kept all agent concerns confidential
- Provided emotional support during multiple ramp-downs to increase morale
- Assisted agents who were a part of ramp-downs with job placement through communication with recruiting
- Assisted agents on demand via phone, chat, email, and text as needed.
Online Educational Customer Service Representative (Flex)
SYKES
12.2013 - 06.2015
- Handled incoming calls, chats, and emails from customers and provided general and technical assistance
- Advanced customer issues and followed up on resolution when appropriate
- Developed proactive methods of assisting customers with possible future issues
- Maintained and exceeded program metric goals for AHT, ACW, QA, and FCR
- Followed company and program policies to ensure the customer's account privacy.
Customer Care Representative for DirecTV Protection Plan
N.E.W. Customer Service Companies, Inc
06.2010 - 03.2012
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Assisted other co-workers in chat with questions, how to information, procedures, and technical pc and internet issues
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Refer unresolved customer grievances to designated departments for further investigation
- Resolve customers' service or billing complaints by performing activities such as refunding money, or adjusting bills
- Confer with customers to determine the nature of problems or to explain troubleshooting
- Instruct customers on the safe and proper use of equipment
- Schedule service calls to repair equipment in customers' homes
- Assist customers with technical support and how to instruction
- Assist customers with program changes and upgrading equipment.
Certified Nursing Assistant
Private Home
Locust Grove, VA
11.2004 - 04.2005
- Monitored vital signs including blood pressure, pulse rate, respiration rate.
- Reported changes in patient condition to registered nurse or physician.
- Cleaned and sanitized patient rooms according to established protocols.
- Turned and repositioned bedridden patients to prevent bedsores.
- Observed and reported unusual symptoms and changes to charge nurse.
- Administered medications and educated patients and families on correct at-home administration.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Helped patients maintain dignity during difficult times.
- Exercised comatose and paralyzed patients to reduce delirium and improve physical function.
Education
Bachelor's degree - English Language and Literature, General
American Military University
12.2019
Skills
- Charting and Clinical Documentation
- Multi-Line Phone Systems
- Appointment Scheduling
- Scheduling
- Excellent interpersonal communication
- Technical writing
- Report Preparation
- Data Entry
- Time management
- Ability to work independently
- Database Administration
- Report Writing
- Phone and Email Etiquette
- Handling Complaints
- Documentation and Recordkeeping
- Multitasking and Organization
- Microsoft Office
Affiliations
- Volunteer work for the American Red Cross
- Volunteer work with Dementia patients
Languages
French
Limited
Spanish
Limited
Accomplishments
Member of:
- Golden Key International Honours Society
- Sigma Tau Delta International English Honor Society
- National Society of Collegiate Scholars
- The Society for Collegiate Leadership & Achievement
Scholastic Accomplishments
- Named on Dean's List five quarters consecutively
- Magna cum laude graduate
References
References available upon request.
Timeline
Intraday Staffing Analyst
WPS Health Solutions
11.2019 - 04.2023
Social Media Moderator
LiveWorld
08.2016 - 01.2020
Life Coach
SYKES
06.2015 - 02.2016
Online Educational Customer Service Representative (Flex)
SYKES
12.2013 - 06.2015
Customer Care Representative for DirecTV Protection Plan
N.E.W. Customer Service Companies, Inc
06.2010 - 03.2012
Certified Nursing Assistant
Private Home
11.2004 - 04.2005
Bachelor's degree - English Language and Literature, General
American Military University