Denise Samson

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

• CUSTOMER CARE REPRESENTATIVE, Seville Classics, INC, Torrance, CA, 01/01/2002, Present, Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers. Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques. Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance. Managed an average of 150 customer interactions per day, successfully resolving 90% of issues on the first call.
• ESCALATIONS SUPPORT SPECIALIST I, Jyoungin & CO., Long Beach, CA, 04/01/1997, 01/01/2002, Assisted an average of 100 customers per day via email, Loom, and live video (Zoom) resulting in 90% satisfaction rate. Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate. Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement. Communicated effectively with internal groups to resolve urgent or escalated issues, resulting in a 50% decrease in resolution time. Routed an average of 20 incoming, existing tasks per day to the appropriate team, resulting in a 90% success rate in task completion.