Work Preference
Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Open To Work

Lou Ann Sams

Jacksonville,Arkansas

Work Preference

Desired Job Title

Customer Care ChampionNew Employee Classroom CoachSupport Coach

Work Type

Full Time

Location Preference

Remote

Salary Range

45000/yr - 200000/yr

Important To Me

Career advancementWork-life balancePersonal development programsHealthcare benefitsWork from home optionTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit SharingCompany CultureFlexible work hours

Summary

Successful Customer Service Representative who excels in a fast-paced atmosphere. I thrive in busy call centers with 10+ years of expertise —I handled 200+ inbound calls daily. Proven expert in billing support, escalations, and elevating customer experience, with a stellar record of resolving complex issues and de-escalating upset customers under pressure. A strong track record of resolving complex issues and de-escalating upset customers.

Overview

20
20
years of professional experience

Work History

Customer Care Champion

Verizon Wireless
Little Rock, Arkansas
08.2005 - 12.2025
  • History in managing high-call volume of inbound calls.
  • Maintain first call resolution.
  • Documenting custom concerns and disclosing all offerings for products.

New Employee Classroom Coach

Verizon Wireless
Little Rock, AR
02.2016 - 01.2018
  • Train new employees’ on policy and procedures.
  • Provided real-time coaching.
  • Assisted with classroom training and completed observations.
  • Here are six original resume statements for the role of Classroom Coach at Verizon Wireless, designed to fill responsibility gaps and align with the existing work history provided:
  • Developed comprehensive training materials to enhance onboarding processes for new hires.
  • Facilitated ongoing workshops that reinforced product knowledge and customer engagement techniques.
  • Evaluated training effectiveness through participant feedback and performance metrics, adjusting content as necessary.
  • Collaborated with team leaders to identify skill gaps and tailor coaching interventions accordingly.

Support Coach

Verizon Wireless
Little Rock, AR
03.2012 - 01.2015
  • Supported front-line agents by answering questions, reviewing difficult cases and coached them through challenging customer situations.
  • Handled escalated calls that agents could not resolve.
  • Provided higher level problem solving and decision making.
  • Gave feedback and informal coaching to agents on call handling, tone and accurate billing explanations.

Education

Studies - Business Management

University of Phoenix
Houston, TX
05-2011

Studies - Office Technology

Bossier Parish College
Bossier, LA
12-2004

Certificate - Office Technology

Control Data Institution
Houston, Tx
11-1986

Diploma - undefined

North Desoto High School
Stonewall, LA
05-1983

Skills

  • High-Volume Multitasking
  • Troubleshooting
  • Customer Service
  • Strong Communication
  • Time Management
  • Adaptability
  • Customer Retention
  • Data Proficiency
  • Active Listening

Languages

English

Timeline

New Employee Classroom Coach

Verizon Wireless
02.2016 - 01.2018

Support Coach

Verizon Wireless
03.2012 - 01.2015

Customer Care Champion

Verizon Wireless
08.2005 - 12.2025

Diploma - undefined

North Desoto High School

Certificate - Office Technology

Control Data Institution

Studies - Office Technology

Bossier Parish College

Studies - Business Management

University of Phoenix

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