Jennifer Samaras

Positions Held:

• Tier 2 Maintenance & Technical Support
• Tier 1 POS Senior Support (Tier 1 Plus)
• Tier 1 Point of Sale (POS) Support

Duties and Actions Performed:

• Managed high levels of call flow and responded to BP & Arco gas station site technical support needs.
• Responded promptly to incoming calls, emails, and ticket requests for customer, maintenance, & technical support.
• Monitored systems in operation and quickly troubleshot errors.
• Assisted callers in identifying point of sale, card processing, pump, & other gas station maintenance issues and explained solutions to restore site network service, register, pump, & back office functionality via telephone.
• Collaborated with POS vendors & pump vendors as well as jobber/dealer representatives via phone, email, & ticketing systems to dispatch technicians and/or escalate to higher level support to resolve advanced problems.
• Assisted site managers in creating user accounts and assigned permissions for their employees from their back office & POS devices.
• Translated network & other site technical issues into digestible language for non-technical users to be able to troubleshoot their issues.
• Met customer call guidelines for service levels, handle time and productivity.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Documented support interactions for future reference & provided customers with case numbers.
• Used ticketing systems, including Siebel & eMaintenance to manage and process support actions and requests for emergency calls & non.
• Contacted local emergency representatives, BP/Arco sales representatives, & environmental managers for 911 issues such as fuel spills, dispenser damage, & retail store damage.
• Collaborated with subject matter experts, team leads, other departments, & supervisors to escalate and address customer inquiries or technical issues. Also collaborated with vendors/partners such as Hughes Network, Mako, Verifone, Gilbarco, & Retalix.
• Assisted with updating technical support best practices in knowledge base documents for use by helpdesk team.
• Diagnosed and troubleshot hardware, software and network issues with personal work equipment.
• Followed the company's cybersecurity requirements to regularly update software and install new versions to eliminate security problems, protect data, & maintain functionality on each personal work device (laptops & remote desktops used as backup).
• Worked remotely as needed on or off site depending, and up to twice a week after meeting the company's approved agile work arrangement (AWA)requirements.
• Attended regular one-on-one performance meetings with team leads & regular monthly team meetings.
• Assisted in training new contractors and employees through job-shadowing and coaching.
• Participated in assigned projects including updating software for multiple retail sites, making outbound calls, data entry, resolving remaining open tickets, & updating shared Excel spreadsheets.
• Responded to password resets for vendors such as Verifone agents.
• Assisted other departments with calls as needed.
• Warm-Transferred callers to proper departments & people, as well as other helpdesk agents when assistance could not be provided by technical support.
• Attended all required training on updated systems & practices, as well as safety training such as Slip & Fall.
• Worked assigned holiday shifts.

Special BP Projects:

• Maintenance & Technical Support Tower - Knowledge Management (KM) Document Review Team
• Procure to Pay Tower
  -Banking Validations - confirm account updates with vendors for fraud prevention
  -Accounts Payable - sort & distribute vendor checks & mail, process SAP invoices using Pay Key, & process Maintenance A/P invoices in the eMaintenance system
  -Master Data Vendor Record Updates
  

• Assisted call-in customers with setting sales appointments, questions/concerns regarding their orders & product installations, canceling/retaining their orders, payments, & applying for financing.
• Logged call information and solutions provided into internal database (Siebel).
• Addressed concerns with products or sales and installation services to help with retention.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained up-to-date knowledge of product and service changes.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Collaborated with on-site sales representatives to stay current on product performance & information, answer customer inquiries, and resolve order issues.
• Bolstered customer retention by offering discounts on orders as well as assistance in resolving order issues.

Hostess:

• Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
• Took reservations and to-go orders, answered customer questions, and informed of accurate wait times.
• Answered customer questions about hours, seating, and menu information.
• Supported servers, food runners, and bussers with keeping dining area ready for every guest.
• Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
• Assigned patrons to tables suitable for needs and restaurant section rotation.
• Rearranged tables and chairs for large parties and retrieved high chairs for children.
• Completed daily side work and opening and closing duties without fail.
• Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
• Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
• Prepared food plates with chefs & restocked buffet stations along with set up & clean up for private parties & special events such as Sunday Brunch.

In-Room-Dining:

• Delivered room service orders to guest rooms on all floors in timely manner.
• Poured & served alcohol for guests in their rooms.
• Split tips equally with other employees working same area during same shift.

From Part-Time One-On-One Counselor to Full-Time Lead Kindergarten Counselor:

• Provided childcare before and after school hours on site in school gym, as well as off site during summer break for grades one through sixth, and at separate location for Kindergarteners.
• Set up, broke down, and cleaned classrooms and designated areas daily at each grade school or off-site location.
• Communicated closely with supervisors & other counselors to devise daily schedule with activities based on developmental and academic levels.
• Provided one-on-one support by shadowing child struggling with behavioral issues as needed.
• Designed safe and supportive environment for children whether on site at designated location for care, as well as during off-site trips to local parks & other places.
• Displayed sensitivity to cultural and linguistic needs of children & their families served.
• Provided emergency responses to injured children.
• Worked actively to diffuse any developed tensions among children and prevented violence.
• Prepared & served daily snacks to multiple children at appropriate times.
• Prepared for potential need to administer Epi-Pen to appropriate body part for children with severe allergic reactions.
• Completed CPR & other necessary training.
• Collected late fee payments from parents unable to pick up their children by end of program time.
• Prepared children for graduation from Kindergarten Program by teaching them songs and actions to be performed on stage for their families.
• Reapplied for position each summer and beginning of school year separately.

• Ranked in Top 10% of high school class
• Distinguished Scholarship Recipient covering all Harper College tuition aside from book costs
• Honoree of Phi Theta Cappa
• 3.9 GPA

Extracurricular Activities:

Volunteer Requirement of 20 Hours of Community Service for High School Graduation

Completed: June 2000

• Assisted in serving food to, visiting with, & caring for elderly patients at Lexington facility

Volunteer Requirement of 30 Hours of Community Service for Distinguished Scholars at Harper College

Completed: Aug 2000 - Jun 2002

• Planted trees at a local nature center.
• Helped students register for classes at Harper.
• Ushered two theater productions at Harper.

Other Extracurricular Activities:

• Harper College Choir