Samantha Calder
Summary
Dependable employee with a strong desire to expand skills and contribute meaningfully to company success. Recognized for hard work, ethics, and natural problem-solving abilities with acute attention to detail. Thrives in challenging environments, excels at active listening to customers, exceeding productivity targets, and staying up-to-date on company offerings. Demonstrates exceptional problem-solving skills to retain customers and consistently delivers a high level of service in every interaction.
Overview
14
14
years of professional experience
Work History
Professional Nanny
Charlie and Erica Carpenter
05.2024 - Current
- Supported children in play activities, meals, and snacks, hygiene and socialization.
- Maintained household cleanliness through light housekeeping tasks, contributing to a well-organized living space for the entire family.
- Built positive and nurturing environments to support child social and emotional growth.
- Organized educational outings such as museum visits or nature walks, integrating hands-on learning experiences into everyday life.
- Collaborated with parents on developmental milestones, sharing observations and discussing strategies for continued progress.
Customer Support Specialist II
Bonusly
08.2022 - Current
- Trained employees by providing performance feedback and coaching in service techniques
- Documented problems in Jira tracking systems based on information gleaned from calls, emails, and chat conversations
- Built trusting relationships with customers to better understand their needs with fast and knowledgeable service
- Collaborated across departments to resolve customer-related issues and enhance the customer experience
ATO Support Analyst
Coinbase
11.2021 - 06.2022
- Internally recognized numerous times as top talent within frontline customer support
- Managed, prioritized, and responded to customer issues, inquiries, and escalations via email, while also providing full-time phone support
- Partnered with Trust & Safety to tag-team investigations, in an effort to prevent phishing attacks
- Proactively drove impactful changes across workflows, policies, and tools by working with internal support teams and vendor partners
Customer Support Representative II
AvidXchange
08.2019 - 08.2021
- Excelled in KPIs and metrics
- Gained trust from leaders and teammates through my work which has been consistently highly rated by our clients
- Trained customers one-on-one to use company products
- Handled most issues within one call and consistently met performance targets
- Resolved customer inquiries, payments and service requests
Assistant Manager
QuikTrip
08.2016 - 08.2019
- Hired as a clerk; promoted to AM
- Adjusted to multiple demands and shifting priorities in a fast-paced work environment
- Uphold brand image by maintaining branch cleanliness, approachability, and service
- Optimized inventory for maximum revenue generation
- Provided performance and motivational feedback to employees
- Supported senior managers with day-to-day operational requirements
- Handled escalating problems to improve customer relations, maintain brand loyalty and recapture lost revenue opportunities
Collaborator
Playing for Others (PFO)
08.2011 - 05.2015
- Company Overview: PFO (Playing for Others) is a leadership training program that combines personal development, service, and the arts to foster leaders who are confident, compassionate, and creative
- PFO (Playing for Others) is a leadership training program that combines personal development, service, and the arts to foster leaders who are confident, compassionate, and creative
Skills
- Positive and professional
- Strong communicator
- Product Knowledge and Promotion
- Customer education
- Conflict management
- Customer retention
- Team development
- Written communication
- Customer service
- Professional telephone demeanor
- Building rapport
Timeline
Professional Nanny
Charlie and Erica Carpenter
05.2024 - Current
Customer Support Specialist II
Bonusly
08.2022 - Current
ATO Support Analyst
Coinbase
11.2021 - 06.2022
Customer Support Representative II
AvidXchange
08.2019 - 08.2021
Assistant Manager
QuikTrip
08.2016 - 08.2019
Collaborator
Playing for Others (PFO)
08.2011 - 05.2015
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