Samantha Baldeon
Hinesville,GA
Summary
Accomplished Customer Service Representative with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
Overview
16
16
years of professional experience
Work History
Sr. Qualifying Guide/ Call Center Specialist
Instant Teams
08.2022 - 05.2024
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Business Owner
Tré’s Hermanas
04.2011 - 08.2020
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
- Provided outstanding coaching to employees to boost productivity.
- Input income and expense details into database to track business finances and address variances.
- Employed prompt decision-making and in-depth research to resolve issues.
- Provided financial management through preparation of bank deposits and settlement of sales, returns and transaction reports.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Maintained updated knowledge of regulatory changes to adjust business operations accordingly.
- Optimized team hiring, training and performance.
- Verified parts and materials through audit inspections and independent checks.
- Trained and motivated employees to perform daily business functions.
- Built and deployed operational procedures, training programs and administrative systems to handle needs.
Sales Representative
Convergys
01.2008 - 02.2011
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Developed and delivered engaging sales presentations to convey product benefits.
- Automated contact management system, resulting in better client organization and goal alignment.
- Exceeded goals for new accounts in single sales cycle.
- Created and executed reorganization plan, training and development programs and implemented process improvements.
- Cold-called leads and closed large number of new sales over several months.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Trained and mentored new sales representatives.
- Attended advanced training sessions and conferences to increase product knowledge and productivity.
- Brought Customer Satisfaction Index levels from unsatisfactory to levels acceptable to manufacturer.
- Documented customer interactions using SalesForce to capture data in processing system.
Education
High School Diploma -
Swansboro High School
Swansboro, NC06.2007
Skills
- Employee Motivation and Performance
- Relationship and Team Building
- Organizational Development
- Business Development
- Leadership and People Development
- Thrive Under Pressure
- Process Improvement
- Adaptable and Flexible
Timeline
Sr. Qualifying Guide/ Call Center Specialist
Instant Teams
08.2022 - 05.2024
Business Owner
Tré’s Hermanas
04.2011 - 08.2020
Sales Representative
Convergys
01.2008 - 02.2011
High School Diploma -
Swansboro High School
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