Samantha De Giovanni
Customer Service, Leadership, Technology
Phoenix,AZ
Summary
Approaches each day and unique challenge with enthusiasm, patience, and humor. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills, motivating team building, and sound judgment to positively impact overall success.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
6
6
Certifications
Work History
IOS Tech Support
Conduent
3 2019 - 3 2020
- Perform appropriate trouble shooting to customers devices to get them in working order
- Providing top notch customer service in assisting customers with issues and requests
- Provide appropriate knowledge and educate customers on products to better serve and for future reference
- Assisting in article finding for fellow team members to assist with effective and positive customer service
- Seek additional training to improve my current role and educational training for the next role.
- Evaluated potential software applications for compatibility with current systems, recommending effective solutions when appropriate.
- Actively contributed ideas during strategy sessions that resulted in increased member engagement.
Customer Service, Tech Support
Dish Network
08.2017 - 02.2019
- Assist customers who call in with technical related issues
- Perform appropriate trouble shooting to get customers equipment to work
- Meeting and exceeding goals set forth by the company for performance
- Share best practices or ideas with team live or during meetings to achieve customer satisfaction in a team environment
- Assisting customers with any questions or requests they have in a fast paced, but friendly environment, ensuring meeting my call handle time, but providing world class customer service
- Educate customers on self-service options available and direct how to access to save time
- Educating customers on additional products and services we offer
- Promoting our services to enhance customer’s experience
- Seeking further training for a complete understanding of my job duties
- Keeping up to date on changes so I have knowledge for my customers easing any concerns and accurately responding to their questions.
- Self-motivated, with a strong sense of personal responsibility.
Service Manager-Lead Teller
Wells Fargo Bank
08.2012 - 08.2017
- Maintain Store Operations to meet and exceed Wells Fargo & Federal Operational Guidelines
- Receive policy and procedure updates through real-time alerts via internet home page, weekly recaps, market support consultant conference calls, and online-generated reports
- Train and enable employees to comply with local and national standards
- Perform spot check inspections to ensure up-to-date policies are being closely observed
- Assign training tasks and ensure employees have completed formal training
- Work with compliance coordinators to ensure excellent audit scores
- Perform weekly conference calls with market support consultant
- Receive monthly visits from compliance specialists
- Receive annual audits from external quality assurance
- Train and manage tellers and bankers to create solutions and maintain sales goals
- Train tellers to recognize sales opportunities & maintain high level of customer satisfaction
- Facilitate & supervise the transition from teller to Banker
- Organize and report numbers/productivity
- Perform daily conference calls, deliver projections, report sales numbers, provide sales goals, and create action plans to ensure steady progress
- Attend District meetings, share sales techniques, provide coaching examples
- Manage employee schedules & store budgets
- Manage employee schedules, shuffle employee breaks, organize team-building events & morale boosters while staying under store budget
- Ensure a high level of productivity
- Monitor and encourage employee productivity in order to make sales goals and incentive plans.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and develop effective and practical solutions.
Teller/Lead Teller
Bank of America
07.2009 - 07.2012
- Adhering to Bank policies and procedures to mitigate risk while helping customers financially and exceeding branch goals
- Keeping up with current policies and marketing material
- Responsible for ensuring brochures and marketing are up to date and following up with team members and training to the material
- Daily look over of Policy and Procedures website to adhere to proper policies and share with team members on any changes
- Preparing the branch for perfect scores in annual audits
- Exceeding daily and monthly sales goals, receiving awards and merits for hard work in my job, goals, and striving for customer service
- Participate in district conference calls, set store goals and maintain sales projections responsible for developing procedures for “on-boarding” new hires to ensure they are successfully equipped with proper access and tools to become valued, contributing team members.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
Education
High School Diploma -
Sharon Springs Central School
Sharon Springs, NY 05.2001 - 05.2004
Skills
Hardware troubleshooting
Technical Troubleshooting
Operating System Knowledge
Quality Control
Computer Skills
Customer Service Excellence
Banking Relationships
Banking Operations Understanding
Multitasking
Team Leadership
Certification
Elected to participate in a collaborative group geared towards developing new ways to ensure delivery of “World Class” customer service.
Accomplishments
- Highest score in district for an audit. Consistently passing audit and receiving merit.
- Customer service letters written to the regional manager for my top-notch service.
- Meeting and exceeding goals in my store and receiving incentive. Team members with my coaching and assistance receive quarterly incentive.
- Recognition on region calls and by District Manager in person for my perfect 5 score surveys in customer service. Received 10 in two months.
- Under my leadership, responsible for promoting 4 team members under me. Retained my team longer than other stores in the district.
- Consistency in meeting or exceeding Customer Service goals and other metrics in different job roles.
Volunteer and Community
- Teach Children to Save with Hands on Banking, Hands on Banking for Senior Citizens.
- Support in the United Way Campaign
- Raise money and awareness for Diabetes
- Participation and raise money for the March of Dimes Campaign
- Worked with Habitat for Humanity
References
- Cecilia Braden, Branch Manager, Bank of America, 500 Bay Isles Road, Longboat Key, FL, 34228, 941-780-5306
- Morgan Buccolo, Store Manager, Wells Fargo Bank, 5327 Gulf Drive, Holmes Beach, FL, 34217, 989-590-2250
- Tasia Agamez, Service Manager, Wells Fargo Bank, 2302 W Northern Ave, Phoenix, AZ, 85021, 602-301-7948
- Benito Cereceres, Supervisor/Coach, Dish Network, 915-422-3284
Timeline
Customer Service, Tech Support
Dish Network
08.2017 - 02.2019
Service Manager-Lead Teller
Wells Fargo Bank
08.2012 - 08.2017
Teller/Lead Teller
Bank of America
07.2009 - 07.2012
High School Diploma -
Sharon Springs Central School
05.2001 - 05.2004
IOS Tech Support
Conduent
3 2019 - 3 2020