SAMANTHA COLE
Fort Lauderdale,FL
Summary
Dynamic Customer Service Manager with a proven track record at Wal-Mart Supercenter, skilled in data analysis and customer relationship management. Successfully developed training materials and implemented quality control measures, enhancing service delivery and operational efficiency. Adept at resolving complex issues through effective communication and collaboration across departments.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Wal-Mart Supercenter
Orlando , FL
01.2021 - 03.2025
- Developed training materials for onboarding new customer service representatives.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Monitored phone calls to provide feedback and coaching.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Conducted research and reviewed findings to solve customer issues.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Implemented quality control measures to uphold company standards.
- Monitored inbound calls, emails, and faxes for new service orders.
- Received inbound calls and managed pipeline in CRM to meet and exceed contact attempts and new lead quotas.
International Travel Agent
Vacation By LeJuane
Fort Lauderdale, Florida
10.2018 - 01.2021
- Coordinated international travel itineraries for diverse client preferences.
- Researched destinations and accommodations to provide tailored travel options.
- Managed booking systems to ensure accurate and timely reservations.
- Communicated with vendors to confirm travel arrangements and services.
- Developed strong relationships with clients to enhance repeat business opportunities.
- Answered customer inquiries about travel services in a timely manner.
- Assisted customers with last minute changes such as cancellations or rescheduling of reservations.
Education
High School Diploma -
Henry D Perry
Miramar, FL06-2018
Skills
- Customer relationship management
- Customer service software
- Data analysis
- Training development
- Quality control
- Call monitoring
- Issue resolution
Timeline
Customer Service Manager
Wal-Mart Supercenter
01.2021 - 03.2025
International Travel Agent
Vacation By LeJuane
10.2018 - 01.2021
High School Diploma -
Henry D Perry
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