Samantha Contreras
Aldie,VA
Summary
Talented Team Leader experience and dedicated to enhancing employee satisfaction and business success. Build positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
3
3
years of professional experience
Work History
Verifications Team Lead
ID.me
04.2022 - Current
- Maintain high levels of employee morale through effective communication, recognition, and coaching initiatives.
- Evaluate team member performance and productivity, provided feedback and implemented corrective actions.
- Develop and grow high-performing representatives, identifying top performers for promotion
- Train new employees on company policies, procedures, and best practices to facilitate their rapid integration into team.
- Develop and update tracking spreadsheets for process monitoring and reporting.
- Act as subject matter expert with urgent customer needs and critical support issues
- Manage day-to-day customer support activities including coverage, triage, and escalations
- Create and innovate processes and procedures for Multilingual workflow.
- Translated scripts and other materials from English to Spanish.
Senior Trusted Referee, Fraud
ID.me
09.2021 - 04.2022
- Assisted Team Leads with quality audits to ensure team is achieving 100% accuracy on their sessions
- Maintained working knowledge of various primary and secondary documents in order to accurately answer questions in-person and virtually
- De-escalated agitate members, maintaining calm, friendly demeanor
- Coach and mentor high-performing representatives
- Executed needs across day-to-day coverage including but not limited escalations, hopping into queue, assisting with Spanish live and escalated calls.
Trusted Referee
ID.me
01.2021 - 09.2021
- Assist members with their identity verification
- Assisted members with Spanish-language calls in timely and professional manner
- De-escalated agitate members, maintaining calm, friendly demeanor
- Maintain working knowledge of various primary and secondary documents in order to accurately answer questions.
- Consistently maintained professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
Education
Associate of Science - Business Administration
NOVA Community College
Manassas, VA01.2021
Skills
- Empathize with members and representatives when issue or concern arises
- Receptive to new and different ideas and opinions from others
- Patience when coaching and mentoring is needed to help improve productivity and boost morale
- Identify problem and use data and information to find best solution
- Attention to Detail
- Fluent Spanish speaker
- Issue and Complaint Resolution
- Spanish Translation
- Documentation Review
- Quality Audits
- Customer Focus
- Triage
- Process Improvement
- Performance monitoring
Projects
- Multilingual - Spanish, Conduct Spanish mock sessions to approve a representative's proficiency in Spanish, created and innovated processes and procedure for multilingual workflow, Designed Master data templates for multilingual process
- Social Duplicate Task Force - Assisted members who created more than one unverified account, Reviewed account information and documents to ensure that there was not any fraudulent activity.
- Group Verification - Assisted Group Verification with Document Review for Lowe's and Tieks discounts.
Languages
Spanish
Native or Bilingual
French
Elementary
Timeline
Verifications Team Lead
ID.me
04.2022 - Current
Senior Trusted Referee, Fraud
ID.me
09.2021 - 04.2022
Trusted Referee
ID.me
01.2021 - 09.2021
Associate of Science - Business Administration
NOVA Community College
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