Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Danielle Sams

Customer Service Management
Marietta,GA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Food Hospitality and Call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

1
1
Certification
1
1
year of post-secondary education
8
8
years of professional experience

Work History

Restaurant Manager

Calhoun Management
Acworth, GA
12.2018 - 10.2020
  • Developed, implemented and managed business plans to promote profitable food and beverage sales.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Led and directed team members on effective methods, operations and procedures.
  • Effectively managed payroll and timekeeping, including completion of proper paperwork for new hires and terminations.
  • Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and increase efficiency in different areas.
  • Created fun team building activities to engage staff in up-selling to meet revenue targets.
  • Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.

Customer Service Representative

Concentrix
Columbus, GA
06.2018 - 12.2018
  • Promised best prices for [Type] customer services and maintained accuracy when determining quotes.
  • Recorded actions taken, issues resolved and [Type] information to effectively manage customer accounts.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
  • Assessed caller accounts to determine [Type] benefits, identify service needs and resolve issues.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Resolved [Type] issues over phone with [Number] customers daily.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Production Worker

NCR
Columbus, GA
10.2017 - 06.2018
  • Supported machine operators in setup and operation of production equipment resulting in efficient runs.
  • Located and picked merchandise weighing up to [Number] pounds to fulfill daily customer orders.
  • Examined incoming materials and compared to documentation for accuracy and quality.
  • Organized work to meet demanding production goals.
  • Took on additional shifts during peak work periods to keep projects on schedule.
  • Unloaded incoming products and moved boxes to staging areas, sorted items and transported to final storage locations.
  • Implemented updated operating procedures for [Type] machine and adjusted use to increase productivity and longevity.
  • Conducted quality inspections of finished products and made minor repairs to meet project expectations.

Customer Service Representative

Convergys, AT&T
Columbus, GA
08.2016 - 09.2017
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Responded to customer requests for products, services and company information.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Regularly exceeded daily sales and product add-on quotas.
  • Promoted available products and services to customers during service, account management and order calls.
  • Maintained up-to-date knowledge of product and service changes.
  • Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Communicated professionally with colleagues, freelancers and clients.

Administrative Assistant

Georgia Department Of Veterans Affairs
Columbus, GA
05.2015 - 07.2016
  • Scheduled office meetings and client appointments for staff teams.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Prepared packages for shipment, pickup and courier services for prompt delivery to customers.

Shift Leader

Java Cafe
Fort Benning, GA
03.2014 - 05.2015
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Maintained overall safe work environment through [Action] and [Action] to reduce safety risks [Number]%.
  • Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Observed packing operations to verify conformance to specifications.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference purposes.
  • Oversaw talented team of [Job title]s by actively communicating project information, remedying issues and delivering positive feedback.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.

CYPA Youth Program Assistant

1st Division Chid Care Center
Fort Benning, GA
08.2012 - 06.2014
  • Assisted with youth development and other recreation programs to improve quality of camper experience.
  • Created safe, fun environment for children and teens attending special programs at [Type] facility.
  • Communicated effectively with children, fellow staff members and parents by utilizing active listening and interpersonal skills.
  • Recommended activities, equipment and supplies for programs and identified vendors to furnish materials.
  • Explained and enforced rules and regulations of [Type] program.
  • Delivered high level of care, assistance and supervision to children in compliance with organization's rules and policies.
  • Created list of needed supplies and materials for activities and submitted it to [Job title].

Education

High School Diploma -

Cornerstone Correspondance School
Townsend, GA
08.2008 - 05.2009

Skills

Customer service

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Certification

ServSafe

Timeline

ServSafe

03-2024

Restaurant Manager

Calhoun Management
12.2018 - 10.2020

Customer Service Representative

Concentrix
06.2018 - 12.2018

Production Worker

NCR
10.2017 - 06.2018

Customer Service Representative

Convergys, AT&T
08.2016 - 09.2017

Administrative Assistant

Georgia Department Of Veterans Affairs
05.2015 - 07.2016

Shift Leader

Java Cafe
03.2014 - 05.2015

CYPA Youth Program Assistant

1st Division Chid Care Center
08.2012 - 06.2014

High School Diploma -

Cornerstone Correspondance School
08.2008 - 05.2009

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Danielle SamsCustomer Service Management