Arianne Samson
Rockaway,NJ
Summary
Customer service professional prepared for challenging roles with focus on resolving escalations and enhancing customer satisfaction. Proven ability to handle high-pressure situations and deliver impactful solutions. Excellent teamwork and adaptability, consistently contributing to team goals and adapting to changing environments. Recognized for strong communication and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Customer Service Escalation Specialist
Teleperformance USA
09.2023 - Current
- Resolved complex customer inquiries through effective communication and problem-solving strategies.
- Collaborated with cross-functional teams to ensure timely resolution of escalated issues.
- Mentored junior team members on best practices for handling customer escalations.
- Analyzed escalation trends to identify areas for process improvement and enhanced customer satisfaction.
- Streamlined escalation processes, reducing response times and enhancing overall efficiency in operations.
- Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
- Resolved complex customer issues by diligently researching and collaborating with cross-functional teams.
- Strengthened relationships between key departments involved in issue resolution by fostering open communication and collaboration.
- Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.
- Conducted root cause analysis on recurring issues, implementing corrective actions to prevent future occurrences.
- Mentored junior team members on proper escalation handling techniques, improving overall team performance.
- Assisted in the development of training materials related to escalation handling best practices for new hires.
Customer Service Supervisor
Teleperformance USA
09.2022 - 08.2023
- Led team in delivering exceptional customer service, ensuring high satisfaction levels and effective issue resolution.
- Implemented process improvements that enhanced efficiency and reduced customer wait times significantly.
- Trained and mentored staff on best practices for handling complex customer inquiries and complaints.
- Developed training programs to enhance team performance and promote professional growth within the department.
- Analyzed customer feedback data to identify trends, driving strategic decisions for service enhancements.
- Oversaw daily operations, managing scheduling and workload distribution among team members effectively.
- Collaborated with cross-functional teams to streamline communication between departments regarding customer needs.
- Established performance metrics to evaluate team effectiveness, fostering a culture of accountability and excellence.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
Phone Agent/Subject Matter Expert
Teleperformance USA
10.2020 - 09.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers on promotions to enhance sales.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Led cross-functional teams to develop and implement training programs for new product launches.
- Mentored junior team members, fostering professional growth and enhancing overall team performance.
- Mentored junior team members, contributing to their professional growth and development.
Cashier/ Customer Service
Nordstrom Rack Rockaway Commons
04.2017 - 04.2019
- Greeted customers entering store to ascertain what each customer wanted or needed
- Politely assisted customers in person and via telephone
- Provided elevated customer experience to generate loyal clientèle
- Developed reputation as efficient service provider with high levels of accuracy
- Top credit card opener
- Provided ongoing guest service, including giving fashion advice
- Directed 100 +calls to appropriate individuals and departments
Sales Lead Manager
Ann Taylor
10.2014 - 01.2017
- Delivered excellent customer service by greeting and assisting every client
- Promoted from Sales associate to Assistant Manager within 6 months
- Assigned employees to specific duties to best meet needs of store
- Examined merchandise to verify that it was correctly priced and displayed
- Reported to district manager regarding all store and staff issues
- Completed profit and loss performance reports
- Trained and developed new associates on POS system and key sales tactics
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
- Used POS system to process sales, returns, online orders and gift card activations
- Coached employees in successful selling methods and encouraged cross-selling for additional products and services
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies
Crew Member
Dunkin Donuts
08.2013 - 05.2015
- Placing order for next day production
- Count money made for day
- Serve customers
- Performed inventory weekly
- Managed to multi task
Front Desk Officer
Allied Rehab Care Specialists
08.2013 - 06.2014
- Scheduling appointments for 30+ patients
- Assisting physical therapists
- Communicate and co-operate with doctors
- Gives appropriate forms to new patients and updates forms as necessary for established patients
- Collects patient co-payments and any past due balance at check in
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Increased customer satisfaction by resolving issues
Pharmacy Technician
Partners Pharmacy
10.2012 - 04.2013
- Properly filled and dispensed average of 10,000 prescriptions per day
- Managed drug and supply inventories
- Pre-packed bulk medicines, filled bottles with prescribed medications and affixed correct labels
- Receptively answered customer questions and helped locate desired items in pharmacy
- Hand counted control medications, measured liquids and reconstituted antibiotics
- Properly compounded and dispensed medications as prescribed by doctors and dentists
- Checked prescriptions for appropriate dosage, drug interactions, allergies and contra-indications before dispensing medications
Crew Member/Shift Leader
Dunkin Donuts
04.2012 - 10.2012
- Interviewed job candidates and made staffing decisions
- Counted cash drawers and made bank deposits
- Reordered inventory when it dropped below predetermined levels
- Instructed staff on appropriately handling difficult and complicated sales
- Perform inventory
Education
GED - Undefined Years
Ashworth College
Norcross, GA2014
High School Diploma -
Valenzuela Christian School
Philippines, Philippines2007
Skills
- Payroll administration
- Inventory and Management
- Operational improvements
- Flexible schedule
- Goal-oriented
- POS systems
- Personnel development
- Excellent customer service skills
- Self-Motivated
- Team building
- Problem-Solving
- Critical Thinking
- Teamwork and Collaboration
- Attention to Detail
- Call center experience
- Complaint handling
- De-escalation techniques
- Email etiquette
- Live chat support
- Remote support
- Customer empathy
- Escalation management
- Service level agreements
- Teamwork and collaboration
- Customer service
- Problem-solving
- Problem-solving skills
- Attention to detail
- Multitasking
- Calm and professional under pressure
- Reliability
- Computer skills
- Excellent communication
Accomplishments
- Supervised team of 18 staff members.
- Certified Supervisor Foundation Training Program
- JUMP graduate
Timeline
Customer Service Escalation Specialist
Teleperformance USA
09.2023 - Current
Customer Service Supervisor
Teleperformance USA
09.2022 - 08.2023
Phone Agent/Subject Matter Expert
Teleperformance USA
10.2020 - 09.2022
Cashier/ Customer Service
Nordstrom Rack Rockaway Commons
04.2017 - 04.2019
Sales Lead Manager
Ann Taylor
10.2014 - 01.2017
Crew Member
Dunkin Donuts
08.2013 - 05.2015
Front Desk Officer
Allied Rehab Care Specialists
08.2013 - 06.2014
Pharmacy Technician
Partners Pharmacy
10.2012 - 04.2013
Crew Member/Shift Leader
Dunkin Donuts
04.2012 - 10.2012
High School Diploma -
Valenzuela Christian School
GED - Undefined Years
Ashworth College