Samantha Cannon
Frederick,MD
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 6-year background maintaining customer satisfaction and contributing to company success.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Apple
05.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Customer Service Specialist
Vector Marketing
02.2017 - 05.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
Education
Bachelor of Science - Business Administration
University of Maryland-College
High school diploma - Highschool
Middletown High School
Skills
- Process Improvement
- Issue Resolution
- Billing and Filing
- Coaching and Training
- Quality Assurance
- Customer Data Confidentiality
- Complex Problem-Solving
- Sales and Upselling
- Customer Relationship Management
- Sales Quota Achievement
- QuickBooks
- Zendesk
Timeline
Customer Service Manager
Apple
05.2022 - Current
Customer Service Specialist
Vector Marketing
02.2017 - 05.2022
Bachelor of Science - Business Administration
University of Maryland-College
High school diploma - Highschool
Middletown High School
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