Sam McClane
Long Beach,CA
Summary
Energetic and highly motivated individual passionate about customer satisfaction. I enjoy working to ensure an organized and efficient work place for team members. Takes lead in special projects and oversees the QA process to ensure product development is up to industry and company standards.
Overview
5
5
years of professional experience
Work History
QA Lead Tester
KAGED
09.2021 - 08.2023
- Implemented new quality assurance and customer service standards.
- Recorded, analyzed, and distributed statistical information.
- Inspected products and documented changes in manufacturing
- Reported and fully documented production malfunctions to manufacturer's QA Teams.
- Received and documented AER complaints from customer's and recorded them into Asana database.
- Received and documented customer product complaints and followed up with manufacturers to resolve.
Office Manager
KAGED
07.2020 - 08.2023
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Planned and oversaw lunches, dinners, and breakfast events for over 20 employees.
- Managed special projects to organize storage spaces and units as company needs expanded.
Customer Experience Specialist
KAGED
06.2018 - 08.2023
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Cross-trained and backed up other customer service managers.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Created a six week training manual for new hires; detailing responsibilities and goals for each week.
- Created a six week training review for trainer to track progress of trainee.
Education
Bachelor of Arts - Communication Studies
Cal State University Long Beach
Long Beach, CA12.2024
Associate of Arts - Associate Arts For Transfer
Orange Coast College
Costa Mesa, CA05.2023
High School Diploma -
Idaho Fine Arts Academy
Eagle, ID05.2018
Skills
- Computer Proficiency
- Typing Proficiency
- Customer Relations
- Store Maintenance
- Quality Assurance Controls
- Microsoft Excel (Intro)
- CRM Software (Zendesk, Gorgias)
- Google (Doc, Sheet, Calender, Gmail)
- Shopify
- Amazon Business
- Asana
- Notion
Timeline
QA Lead Tester
KAGED
09.2021 - 08.2023
Office Manager
KAGED
07.2020 - 08.2023
Customer Experience Specialist
KAGED
06.2018 - 08.2023
Bachelor of Arts - Communication Studies
Cal State University Long Beach
Associate of Arts - Associate Arts For Transfer
Orange Coast College
High School Diploma -
Idaho Fine Arts Academy
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