Samantha Calder
Denver,CO
Summary
Dependable employee seeking an opportunity to expand skills and contribute to company success. Considered hardworking, ethical, a natural problem solver, and detail-oriented. Experienced working in challenging environments. Excited about the opportunity to take another career step!
Overview
9
9
years of professional experience
Work History
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
- Remote
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
- Remote
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.
- Upheld 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.
- Championed new policies and regulations to minimize production errors and incidents.
- (traveled between stores)
Skills
- Positive and professional
- Strong communicator
- Product Knowledge And Promotion
- Conflict management
- Customer retention
- Team development
- Written communication
- Jira Intercom Salesforce Google Workspace Apple Microsoft
Timeline
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
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