Sam Nasr
Reliable Solutions Specialist
Laredo,TX
Summary
Results-driven service expert with a proven track record in enhancing client relations and driving operational efficiency. Strong problem-solving skills and a commitment to process improvement consistently deliver exceptional customer experiences. Highly collaborative, with an emphasis on team success and the ability to adapt to evolving needs. Recognized for effective communication, inspirational leadership, and unwavering dedication to achieving organizational goals.
Overview
16
16
years of professional experience
Work History
Auto & Special Lines Services Consultant
Progressive Casualty Insurance Company
Laredo, Texas
02.2025 - 03.2026
- Identified, answered, explained and resolved complex billing and policy related questions
- Supported personal auto and special lines policies for all 50 states while adhering to state specific requirements.
- Recognized as elite level performer in role for seven consecutive months due to exceptional metrics
- Provided peer to peer mentoring for teammates and created power point presentations for team huddles to share good practices.
Direct Dispatch Chat Advisor
Apple Inc.
Laredo, Texas
02.2021 - 07.2022
- Provided direction and assistance for 200-400 weekly chat inquiries, while consistently meeting and exceeding performance benchmarks.
- Exceptional results on performance evaluations (98.89 % over 67 evaluations)
- Helped business identify trends and emerging issues , via (Gather explanation)
- Displayed cross-program multitasking efficiency with SAP, GSX, GCRM, SEMS, Core while maintaining high level of accuracy.
Customer Relations Advisor
Apple Inc.
Austin, TX
11.2017 - 02.2021
- Maintained excellent customer support and satisfaction through use of advanced de-escalation skills and excellent tailoring of communication style
- Displayed excellent case management skills in a full ownership group
- Resolved complex repair issues and repaired damaged client relationships due poor experience.
- Promoted team unity by encouraging improvements and recognizing team member’s accomplishments in team meetings, chat rooms and group emails.
- Trained in Return To Work Peer mentoring for Specialty Groups.
Customer Service Manager
Fry’s Electronics
Austin, TX
11.2009 - 05.2017
- Managed front checkout, returns, quality control, customer service and store operations for a high volume retail store with $ 52 million in annual sales.
- Led department of 45 associates while achieving aggressive weekly labor goals and supporting 10,000 customers weekly.
- Department ranked internally in the top 25% of stores for 5 consecutive years, winning District Cup 3 times.
- Charlie Chip Award Winner (Store MVP) - 2010 & 2012
Education
B.A. - Political Science/Government
The University of Texas
Austin, Texas01.2008
Skills
- Proven leadership skills
- Product knowledge
- Policy evaluation
- Account management
- Maintaining client confidentiality
- Effective verbal communication
- Customer service
- Engaged listening
- Problem-solving
- Call center experience, 60 Correct WPM
- Multitasking and organization
- Insurance terminology
Timeline
Auto & Special Lines Services Consultant
Progressive Casualty Insurance Company
02.2025 - 03.2026
Direct Dispatch Chat Advisor
Apple Inc.
02.2021 - 07.2022
Customer Relations Advisor
Apple Inc.
11.2017 - 02.2021
Customer Service Manager
Fry’s Electronics
11.2009 - 05.2017
B.A. - Political Science/Government
The University of Texas