Summary
Overview
Work History
Education
Skills
Timeline
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Samantha Davey

Wyandotte,MI

Summary

Possessing exceptional interpersonal skills and a strong drive to learn and thrive in a customer-centric setting, I offer a remarkable aptitude for swiftly comprehending new systems and processes. Proficient in communication and data management, I excel at navigating intricate information. Prepared to leverage and advance my communication and problem-solving abilities in any role.

Overview

10
10
years of professional experience

Work History

Member Contact Specialist II

Advia Credit Union
08.2024 - Current
  • Handled between 60-80 calls a day, in a fast paced environment with competing priorities.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Managed up to 3 chat communications at a time, with members, addressing concerns and delivering solutions in a timely and effective manner.
  • Partnered with colleagues, both in department and cross-functional, to optimize both member and engagement methods.
  • Maintained referral objectives, driving increased member participation and retention.
  • Consistently upheld quality standards to enhance member satisfaction with an average quality score of 90%.
  • Worked independently and in team environment and inspired fellow employees to engage in high-performing and values-based culture.

Member Contact Specialist I

Advia Credit Union
05.2024 - 08.2024
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Contributed positively to overall team morale by maintaining a positive attitude and consistently demonstrating a strong work ethic, even during periods of high call volume or increased workload pressures.
  • Maintained high levels of service quality by consistently meeting performance metrics and adhering to established protocols.
  • Maintained up-to-date knowledge of product and service changes.

Call Center Customer Service Team Lead

Integra Partners
05.2022 - 02.2024
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
  • Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
  • Met a quality score of 98% call handling procedures.
  • Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.

Call Center Customer Service Representative

Integra Partners
02.2021 - 05.2022
  • Managed approximately 40 incoming calls/escalations per shift, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Documented and detailed calls and complaints using call center's CRM database.

Manager/Team Lead - Service & E-Commerce

Walmart
07.2016 - 02.2021
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.

Cashier/Customer Service Representative

Walmart
07.2015 - 07.2016
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Answered questions about store policies and addressed customer concerns.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.

Education

No Degree -

Eastern Michigan University
Ypsilanti, MI

Skills

  • Attention to detail
  • Problem-solving abilities
  • Complaint resolution
  • Team building
  • Data entry
  • MS office
  • De-escalation techniques
  • Skill development
  • Product knowledge
  • Teamwork and collaboration
  • Call Handling

Timeline

Member Contact Specialist II

Advia Credit Union
08.2024 - Current

Member Contact Specialist I

Advia Credit Union
05.2024 - 08.2024

Call Center Customer Service Team Lead

Integra Partners
05.2022 - 02.2024

Call Center Customer Service Representative

Integra Partners
02.2021 - 05.2022

Manager/Team Lead - Service & E-Commerce

Walmart
07.2016 - 02.2021

Cashier/Customer Service Representative

Walmart
07.2015 - 07.2016

No Degree -

Eastern Michigan University

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Samantha Davey