Sametris Landers
St. Petersburg,FL
Summary
Results-driven customer service professional with a strong work ethic and proven problem-solving abilities at Paychex Inc. Enhanced client retention through effective conflict resolution and personalized support, achieving a significant reduction in escalated issues. Skilled in CRM software and adept at fostering positive relationships, ensuring exceptional service delivery and customer satisfaction.
Overview
13
13
years of professional experience
Work History
Dedicated Service Representative
Paychex Inc
St. Petersburg, FL
05.2022 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Provided exceptional customer support through phone and email communication, ensuring prompt resolution of inquiries.
- Assisted clients with payroll processing and reporting, enhancing overall service delivery efficiency.
- Maintained accurate client records using Paychex systems, improving data integrity and accessibility.
Customer Service Representative
HSN
St. Petersburg, FL
05.2017 - 12.2021
- Assisted customers with inquiries, ensuring timely and accurate resolutions.
- Utilized CRM software to track customer interactions and manage follow-ups efficiently.
- Collaborated with team members to streamline processes, enhancing service delivery.
- Adapted quickly to changing product information and promotional offers for effective communication.
- Provided product knowledge and support, contributing to a positive customer experience.
- Handled escalated issues, employing conflict resolution skills to maintain customer satisfaction.
- Participated in training sessions, improving personal performance and team cohesion.
- Developed FAQs and resources for common inquiries, reducing response time for customer support requests.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Lead Customer Service Representative
Super Shuttle- Veolia Transportation
St. Petersburg, FL
06.2013 - 05.2017
- Led customer service team to improve response times and enhance client satisfaction.
- Developed training materials and conducted sessions for new hires on service protocols.
- Implemented process improvements that increased operational efficiency within customer support workflows.
- Resolved escalated customer issues, ensuring timely and effective solutions to maintain service quality.
- Collaborated with cross-functional teams to streamline communication and enhance service delivery processes.
- Mentored junior representatives, fostering a culture of continuous learning and professional development.
- Analyzed customer feedback data to inform strategic decisions and improve overall service offerings.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Implemented new CRM software, improving response times and overall efficiency in handling customer requests.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
- Collaborated with cross-functional teams to ensure seamless communication and coordination for customer inquiries.
- Decreased average call time through effective problem-solving techniques and clear communication with customers.
- Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
- Coordinated the implementation of company-wide policies affecting the Customer Service department.
- Exceeded sales targets by upselling products or services during routine customer interactions.
- Streamlined processes for better service delivery, resulting in improved customer retention rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other customer service managers.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Managed timely and effective replacement of damaged or missing products.
Education
High School Diploma -
Pinellas Technical Education Center
St. Petersburg, FLSkills
Strong work ethic
Patience and composure
Coaching and mentoring
Client retention strategies
Cross-selling
Customer service
Problem-solving
Time management
Multitasking and organization
Team collaboration
Critical thinking
Active listening
Adaptability and flexibility
Verbal and written communication
Creative problem solving
Money handling
Decision-making
Problem resolution
Customer relations
Relationship building
Call center experience
Computer proficiency
Data entry
Task prioritization
Product knowledge
Technical troubleshooting
Client relations
Conflict resolution
Documentation
Complaint handling
Follow-up skills
Payment processing
De-escalation techniques
Professional telephone demeanor
Administrative support
Order fulfillment
Call management
Prioritization
Customer relationship management (CRM)
Product sales
Dispute resolution
Call center operations
Customer education
Feedback and evaluation
Complaint resolution
Timeline
Dedicated Service Representative
Paychex Inc
05.2022 - Current
Customer Service Representative
HSN
05.2017 - 12.2021
Lead Customer Service Representative
Super Shuttle- Veolia Transportation
06.2013 - 05.2017
High School Diploma -
Pinellas Technical Education Center