Sam Amescua
Murfreesboro,TN
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Team Leader of customer service-focused professionals to improve customer ratings, reduce complaints and increase business acumen. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Actively looks for ways to grow the business, through analyzing data, coaching to behaviors, drive performance to work with outliers, partner across channels to build relationships, and provide operational influence throughout the organization.
Overview
6
6
years of professional experience
Work History
Customer Service Coordinator
Verizon
02.2018 - Current
- Helped 20-30 customers daily with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained and managed customer files and databases.
- Resolved concerns with products or services to help with retention and drive sales.
- Set benchmarks for customer service employees and monitored progress against targets.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution with a 99.8% resolution rate.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Customer Service Trainer
Verizon
08.2022 - 02.2023
- Facilitated virtual learning and upskilling sessions to over 800 learners across 29 classes through the Rocking the Value Initiative and New Employee Experience, with 98.2% learner satisfaction
- Completed Learning and Development GOAL and TEACH certifications. Self development time used to focus on TEACH knowledge, Network building, Effective communication, Presentation Skills, Navigating Change, Blue Jeans, G Suite, Inbox 0, and Project Management Pathways.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives,work-flow management, and training completions.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Built and maintained professional relationships with frontline and leadership
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Business Operations Coordinator
Verizon
11.2018 - 03.2019
- Worked with peers to better understand business process and initiate improvements, helping company achieve goals.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
- Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.
- Developed effective improvement plans in alignment with goals and specifications.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Education
Bachelor of Science - Business Management
Strayer University
Washington, DC05.2025
Associate of Science - Business Administration
Strayer University
Washington, DC05.2021
Skills
- Time Management
- Conflict Management
- Issue Resolution
- Goal Attainment
- Coaching and Training
- Verbal and Written Communication
- Customer Relations
- Exceptional Interpersonal Communication
- Effective Workflow Management
- Positive and Constructive Feedback
- Coordinating Service and Training Initiatives
- Process Improvement
- Build trusting relationships
- Thrive in fast paced environment
- Project management
- Data Analysis
- Drive Employee Engagement
- Agile Trained
Accomplishments
- Winners Circle Recipient 2022
- Your Voice Matters Ambassador 2022
- Achieved goal of reducing general help outliers by 72% through effectively managing the Outlier Team project
- Built over 60 presentations to assist in up-skilling reps through our activities team
- Facilitated up-skilling of My Plan and VHI to Customer Service organization, seeing growth of adds increase by 2% month over month.
- Re-Trained outliers how to handle financial service requests
Timeline
Customer Service Trainer
Verizon
08.2022 - 02.2023
Business Operations Coordinator
Verizon
11.2018 - 03.2019
Customer Service Coordinator
Verizon
02.2018 - Current
Bachelor of Science - Business Management
Strayer University
Associate of Science - Business Administration
Strayer University
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