Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samantha Brown

West Bend,WI

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

8
8
years of professional experience

Work History

Dog Handler

Charming Paws
08.2020 - 08.2021
  • Managed up to 100+ dogs of varying breeds and sizes, providing attentive care.
  • Interpreted body language to keep dogs engaged in fun activities and de-escalated potential cases of aggression.
  • Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
  • Observed animals closely to understand individual needs and behaviors.
  • Incorporated positive reinforcement methods to correct behavior problems.
  • Administered prescribed medications to animals based on individual needs.
  • Kept animals stimulated with variety of enrichment activities.
  • Talked to or interacted with animals to increase familiarity with human voices or contact.

Member Represenative II

06.2023 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Maintained and managed customer files and databases.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Generated leads and met with potential clients to explain insurance options and encourage purchases.
  • Completed sales documentation and collected signatures to finalize purchases.
  • Checked documentation for accuracy and validity on updated systems.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Cross-sold insurance products to existing clients to reach sales targets.

Member Represenative I

AAA - Auto Club Group
08.2021 - 06.2023
  • Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction.
  • Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
  • Booked transportation using booking engines and Travel Port, Vax, and other preferred vendors to make hotel reservations and collected payments to optimize trip planning.
  • Maintained favorable working relationships with co-workers to foster and promote cooperative working environment.
  • Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
  • Assisted prospective and established members in person or by telephone.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Helped customers complete purchases, locate items, and join reward programs.

Cashier / Usher

West Bend Cinema
01.2016 - 01.2018
  • Greeted customers with smile and provided friendly, knowledgeable service.
  • Provided friendly and courteous customer service to all guests at events to enhance satisfaction.
  • Directed ticket holders to seats and facility locations.
  • Worked with other staff members to facilitate smooth flow of operations.
  • Handled crowd control to maintain order and prevent overcrowding.
  • Maintained clean and organized venue to create pleasant experience for guests.
  • Monitored entrance and exit of venue to guarantee safety of guests.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Education

Insurance Licensing - Property And Casualty

Kaplan
Online
05.2023

Associates - General Studies

University of Wisconsin - Milwaukee
Milwaukee, WI
06.2020

Skills

  • Customer service
  • Committed, loyal, and a hard worker with excellent communication and teamwork skills
  • Constantly maintain a positive attitude and enjoy helping people
  • Understanding people of different backgrounds and temperaments
  • Communicate and work with others to produce and deliver required work
  • Listening to the customers that walk in the branch, I do my best to assist them or to point them in the correct directions
  • Not all customers who reach out to AAA have a good experience, I make sure I understand their complaint, let them know they are heard, keep a calm voice, and try to assist them to rectify the situation
  • Applauded by the investors at West Bend Cinema for always having a positive attitude towards work and helping solve customers complaints / issues they may have fast and efficiently while maintaining to keep upset customers calm
  • Possess excellent conflict resolution skills in the event of customer / employee disputes
  • Ensure all duties are handled to 100% completion, and lend assistance to other co-workers when duties are completed, and responsive to co-workers needs and questions
  • Handles orders from upper management and oversees that the request gets done
  • At Charming paws, the most efficient way of getting work done is to do it together It makes for getting things done faster, and more things are able to get done when working together, meaning a more clean and organized place to work
  • At Charming Paws, there is always cleaning that needs to get done, and keeping the place tidy
  • Every day I worked at West Bend Cinema or Charming Paws, I was constantly cleaning or making sure everything is organized The Best way to be effective at the job is to know where everything is and always finding something to clean, organize, or to just keep busy
  • At AAA, I need to know how to book different types of travel, and help make amendments or payments on an insurance policy I take notes on the steps needed to perform these activities If I am ever in need of help, I reference my notes If for some reason I am still unsure, then I utilize my resources around me
  • Complex Problem-Solving
  • Basic Animal Care
  • Daily Logs
  • Client Service
  • Product Selection
  • Enrichment Programs
  • Reading Comprehension
  • Computer Proficiency
  • Problem-Solving Ability
  • Closing Sales
  • Credit Card Payment Processing
  • Oral and Writing Communication
  • Customer Service and Assistance

Timeline

Member Represenative II

06.2023 - Current

Member Represenative I

AAA - Auto Club Group
08.2021 - 06.2023

Dog Handler

Charming Paws
08.2020 - 08.2021

Cashier / Usher

West Bend Cinema
01.2016 - 01.2018

Insurance Licensing - Property And Casualty

Kaplan

Associates - General Studies

University of Wisconsin - Milwaukee

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