Open To Work
Hi, I’m
Samantha Bernstein
Shellman,GA
Work Preference
Summary
Sales and Customer Service Professional experienced in delivering superior customer service and fostering loyalty through innovative solutions. Developed effective training processes that enhanced team performance and improved retention rates. Focused on leveraging extensive product knowledge and strong interpersonal skills to drive customer satisfaction and organizational success.
Dynamic sales and customer service professional recognized for implementing impactful training processes that boost team efficiency and retention rates. Expertise in addressing customer inquiries and simplifying complex technical information to enhance overall satisfaction.
Customer-centric professional skilled in delivering exceptional service and streamlining processes across multiple roles. Proficient in analyzing guest feedback, facilitating effective training, and simplifying complex information to ensure clear communication and enhance overall customer experiences.
Overview
1
year of post-secondary education
7
years of professional experience
Work History
Carnival Cruise Lines, MI
Cruise Representative
08.2020 - 11.2024
Job overview
- Facilitated guest inquiries and travel arrangements, enhancing overall cruise satisfaction.
- Delivered exceptional customer service while resolving guest concerns promptly.
- Provided information about ship amenities and itineraries to guests.
- Coordinated onboard activities and events for diverse passenger groups.
- Analyzed guest feedback to enhance cruise experience and service quality.
- Handled payment processing and refunds, ensuring seamless booking transactions.
Teleperformance USA
CSR
08.2018 - 05.2022
Job overview
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer request for products, services, and company information
- Educated customers about billing, payment processing and support policies and procedures.
- Developed and implemented customer service training processes to enhance team knowledge and service delivery.
- Attended team meetings and training sessions to remain updated on product enhancements and changes.
Concentric
Technical Support Representative
01.2018 - 05.2021
Job overview
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Diagnosed and troubleshot hardware, software, and network issues
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Monitored systems in operation and quickly troubleshot errors.
- Analyzed user problems using test scripts, personal expertise, and probing questions to identify root causes
- Facilitated timely resolution of system issues, enhancing cross-departmental efficiency
- Monitored system performance to identify potential issues
- Simplified complex technical issues into clear explanations for non-technical users, improving understanding and satisfaction
- Tested new software and hardware prior to development
Education
University of PhoenixTempe, AZ
Bachelor of Science from Health Care Management
09.2024 - 09.2025
University Overview
Skills
- Technical support
- Live chat support
- Billing processes
- Customer Education
- Customer Retention
- Active listening
- Effective communication
- Communication skills
- Attention to detail
- Organizational skills
- Basic computer skills
- Computer literacy
- Technical support
- Problem-solving skills
- Custom orders
- Computer literacy
Timeline
University of Phoenix
Bachelor of Science from Health Care Management
09.2024 - 09.2025
Cruise Representative
Carnival Cruise Lines
08.2020 - 11.2024
CSR
Teleperformance USA
08.2018 - 05.2022
Technical Support Representative
Concentric
01.2018 - 05.2021