Quikbooks
Samantha Collier
Orange Park,FL
Summary
Dynamic and results-oriented professional with extensive experience in customer service management and support. Excelled in complaint handling and CRM software, enhancing customer satisfaction and retention. Proven track record in fostering team collaboration, resolving complex issues efficiently, and driving continuous improvement. Skilled in problem-solving and conflict resolution, consistently achieving high performance ratings.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
Voya Financial
11.2021 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Provided timely assistance to customers via phone, ensuring a high level of professionalism at all times.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Researched and identified solutions to technical problems.
- Tested new software prior to deployment.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
Customer Service Manager
Pearl Interactive Network
02.2021 - 01.2023
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Completed bi-weekly payroll for 15 employees.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Led efforts to improve overall departmental culture through employee engagement initiatives such as team-building events, rewards programs, and peer-to-peer recognition systems.
- Kept high average of performance evaluations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Served as a liaison between the Customer Service team and other departments, fostering collaboration and open communication to best serve our customers.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
Customer Service Escalation Specialist
Citibank
09.2014 - 12.2020
- Maintained comprehensive knowledge of company products, services, and policies to provide accurate information to customers during escalations.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Educated customers about billing, payment processing and support policies and procedures.
- Recognized as a top performer within the team, consistently meeting or exceeding key performance indicators related to escalation case handling.
- Represented the voice of the customer internally by sharing feedback from escalated cases with relevant stakeholders for process improvements.
- Strengthened relationships between key departments involved in issue resolution by fostering open communication and collaboration.
- Collaborated with management to develop strategies for dealing with common customer pain points and recurring issues.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in a timely manner.
Education
Bachelor of Arts - Business Administration And Management
Radford University
Radford, VA12-2010
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Call center experience
- Conflict resolution
- Salesforce
Software
Microsoft Excel
Payroll processing
Timeline
Customer Support Specialist
Voya Financial
11.2021 - Current
Customer Service Manager
Pearl Interactive Network
02.2021 - 01.2023
Customer Service Escalation Specialist
Citibank
09.2014 - 12.2020
Bachelor of Arts - Business Administration And Management
Radford University
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