Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Samantha Dougan

Edwards,USA

Summary

Results-driven Senior Customer Service Representative with over 30 years of extensive experience delivering exceptional customer support across various industries. Proven track record in managing high-volume inquiries, resolving complex issues, and enhancing customer satisfaction through effective communication and problem-solving skills. Skilled in training and mentoring junior staff, implementing process improvements, and utilizing CRM systems to streamline operations. Adept at building strong relationships with clients and stakeholders while maintaining a positive and professional demeanor in fast-paced environments. Committed to achieving organizational goals and fostering a culture of excellence in customer service.

Overview

19
19
years of professional experience

Work History

Customer Service Representative (Remote)

FalconTek SDVOSB GovCon Services Firm
01.2024 - 05.2024
  • Managed approximately 70-90 incoming calls per day from customers calling to make non emergency medical
  • Enter Customer Contact information into appropriate software system, ensure accuracy of data entries
  • Schedule trips in most cost-effective manner
  • Meet job specific key performance indicators and goals
  • Respond to all inquiries within timely and professional manner
  • Respond and document customer complaints
  • Maintain daily customer scheduling for Eligibility staff
  • Maintain confidentiality and comply with HIPAA regulations
  • Communicate professionally with Leadership both internally and externally
  • Maintain program spreadsheets
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as top performer within team
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Inside Sales Coordinator (Remote)

Dexian (Dysis LTD)
12.2022 - 06.2023
  • Qualify leads then pass on to Sales Specialist
  • Discovery calls for additional needs
  • Engaged clients through effective communication and interpersonal skills, which helped to develop lasting relationships.
  • Updating CRM on every customer interaction
  • Prospected continuously for new potential customers and maintained robust conversion rate.
  • Supported team members by sharing best practices and knowledge, fostering a collaborative work environment.
  • Enhanced company reputation through consistent professional communication with clients via phone, email, and face-to-face meetings.
  • Scheduled customer appointments for sales representatives on road or out of office.
  • Researched customer issues and implemented solutions that proved to be efficient and effective.
  • Increased customer satisfaction by promptly addressing inquiries and providing accurate product information.
  • Followed up with customers by phone and email to resolve issues quickly and answer questions.
  • Completed 50-70 daily cold calls and achieved average customer conversion rate of 10%.

Inside Sales Representative (Remote)

Logomark
10.2021 - 09.2022
  • Responsible for developing strong relationships with customers, connecting with key business executives and stakeholders
  • Answered customers' questions regarding products, prices, and availability.
  • Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
  • Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
  • Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
  • Managed friendly and professional customer interactions.
  • Determined needs, delivered solutions, and overcame objections through consultative selling skills.
  • Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
  • Developed strategic relationships with existing customers by learning preferences and managing regular communications.
  • Used CRM software to maintain detailed contact logs and account records.
  • Nurtured long-term customer relationships through regular check-ins, keeping them informed of relevant updates and promotions.
  • Enhanced customer retention by offering tailored solutions to address unique needs and challenges, resulting in increased loyalty and repeat business.
  • Collaborated with outside sales representatives, marketing and other departments to generate leads and close sales.
  • Set up new accounts, established customer credit and set up payment methods.
  • Streamlined sales process efficiency by maintaining accurate records of client interactions in CRM systems, ensuring seamless follow up.
  • Facilitated improved communication between the sales team and other departments to ensure a cohesive approach to business growth strategies.
  • Boosted lead conversion rates by conducting thorough needs assessments, identifying opportunities for upselling and cross selling.
  • Conducted weekly review meetings with fellow Inside Sales Representatives to share insights and collaborate on strategies for improvement.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Kept detailed records of daily activities through online customer database.
  • Informed customers of promotions to increase sales productivity and volume.
  • Responsible for growing existing relationships, overseeing orders and overall customer satisfaction for accounts
  • Operates as the lead point of contact for all matters specific to assigned accounts and/or territory
  • Builds and maintains strong, long lasting customer relationships
  • Ensures the timely and successful delivery of solutions according to customer needs, requests and company objectives
  • Has a working knowledge and familiarity of all customer accounts and contacts within an assigned territory
  • Meets or exceeds revenue targets
  • Makes at least 30 outbound calls a day
  • Create and submit weekly/biweekly directed email campaigns and email blasts to the customer database for the assigned territory
  • Respond to all customer email inquiries within one hour or less
  • Is a subject matter expert on all products, pricing and decoration methods.
  • Uses this expertise to provide customers with best possible product and project recommendations (both proactively and reactively)
  • Creates virtual product presentations for clients
  • Follows up on all opportunities, projects and samples
  • Assists with challenging client requests or issue escalations as needed
  • Identifies and acts upon upsell and cross sell opportunities
  • Backs up other team members as needed

Customer Care Specialist (Remote)

Careington Solutions
02.2021 - 09.2021
  • Manage approximately 70-90 incoming customer service telephone calls in a friendly, professional manner, providing accurate and prompt responses to customer inquiries
  • Provide problem identification and resolution, with proper escalation of calls as needed
  • Perform other related duties as required and assigned
  • Used exceptional communication to connect with customers, assess needs, and present solutions.
  • Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
  • Identified customer issues with products or services, investigated causes and initiated resolutions.
  • Investigated and resolved customer inquiries and complaints quickly.

Relationship Banker

Bank of America
07.2019 - 02.2020
  • Company Overview: Kerrville, TX 78028, USA
  • Reach out to prospective retail banking customers and establish business relationships
  • Evaluate customers' financial needs, provide banking solutions and refer them to the appropriate branch officers as needed
  • Create new checking, savings and other deposit accounts for clients
  • Clearly explain product and service benefits, requirements and restrictions, changes and other related product information to clients and bank employees
  • Manage customer accounts, including opening and closing accounts and overseeing transactions
  • Provide ongoing banking relationship services with existing clients
  • Ensure customer satisfaction and resolve issues with banking products or services
  • Works with clients to build and deepen relationships by uncovering financial needs and recommending the best products, services and solutions to meet those needs
  • Responds to customer inquiries and concerns, creating customized solutions
  • Sells and fulfills banking products (examples: checking & savings accounts, credit cards, CDs, IRAs, loans)
  • Identifies client needs for Specialist (licensed) sales functions and refer to partners (Merrill, Lending, & Small Business)
  • Quotes rates, terms and programs for banking solutions
  • Manages risk in every business, product and service transaction leveraging available tools
  • Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
  • Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
  • Conducted comprehensive financial reviews for clients, resulting in more informed decision-making and better risk management.
  • Analyzed customers' financial information to deliver personalized account guidance.
  • Responded to customer inquiries regarding new accounts and account services.
  • Verified customer identity and reviewed documentation for accuracy.
  • Explained account terms and conditions to customers.
  • Collected customer information and completed new account forms.

Customer Service Sales Specialist

McNICHOLS CO.
04.2016 - 02.2018
  • Company Overview: Elk Grove Village, IL 60007, USA
  • Maintaining and developing relationships with existing customers via phone calls and emails
  • Making accurate, rapid cost calculations, and providing customers with quotations
  • Negotiating the terms of an agreement and closing sales
  • Gathering market and customer information and providing feedback on future buying trends
  • Negotiating variations in price, delivery and specifications with sales managers
  • Advising on forthcoming product developments and upselling special promotions
  • Communicating with suppliers to check on the progress of existing orders
  • Checking quantities of goods on display and in stock
  • Identifying new markets and business opportunities
  • Recording sales and order information
  • Reviewing own sales performance, aiming to meet or exceed targets
  • Other duties as directed by the District Manager or Sales Manager Identify and investigate customer requirements and provide solutions to meet their needs
  • Partner with outside sales managers to help drives sales and improved customer service

Account Executive Representative

Kuehne+Nagel
12.2014 - 04.2016
  • The single point of entry for Kuehne + Nagel's customers.
  • Managed approximately 30 incoming calls, emails and faxes per day from internal and external customer.
  • Responsible for maximizing sales growth from new and existing customers through the development of new lane segments, product marketing, and customer support strategies.
  • Act as the single point of contact for the assigned account base.
  • Retain accounts by providing superior service giving the client one point of contact for all questions.
  • Tracking import orders for customers prior to those shipments becoming operational files (prior to KINE opening)
  • Acting as a conduit between clients/operations/sales.
  • Driving higher margin by giving superior customer service.
  • Developing assigned accounts further by soliciting more business and building relationships with Key Customer contacts
  • Keeping the account base informed of Industry updates sand market trends.
  • · Deal with resolution/escalation of client complaints and urgencies.
  • · Provide guidance, advise and relevant training suggestions in relation to KN Login and additional functions were necessary.
  • Set up and distribution of monthly standard BO reports and implementation of KN Login Monitoring Alerts, for both internal and external.
  • Ensure implementation of corrective actions.
  • Monitor and Log as part of KPI's.
  • Obtaining rates, creating quotations and sending proposals to customers for spot quote requests.
  • Supporting sales team to implement newly awarded business for assigned customer base.
  • Participating in quarterly business reviews and meeting with assigned customers on regular basis.

Inside Sales Coordinator-Midwest

Kuehne+Nagel
08.2011 - 11.2014
  • Assisting sales force on all communications with potential New and current customers
  • Research of sales leads
  • Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%-50%
  • Dailey communications with offices domestic & overseas
  • Monthly updating and maintaining spread sheets for current customers
  • Maintaining Sales information in the Sales system
  • Problem solving with operations on a daily basis
  • Communicating between customers and operations on shipment requirements
  • Monthly pipeline reviews, monthly mercury training
  • Meetings with global management on current market levels
  • Dailey quoting on current shipment for customers outside of current tariff's
  • First contact for incoming calls on potential house accounts
  • Researching, preparing and assembling sales material for Sales presentations
  • Customer visits with Sales force when needed
  • Preparing in house customers luncheons, meetings and warehouse tours
  • Elk Grove Village, IL 60007

Inside Sales & Customer Service

SDV INTERNATIONAL
07.2008 - 07.2011
  • All Global Ocean Export operations for a VIP account
  • Managed approximately 40-50 phone calls, emails and inquiries of Import and Export logistics
  • All initial communication with potential New customers
  • Research of all sales leads globally
  • Dailey communications with offices domestic & overseas
  • Updating and maintaining spread sheets for sales force
  • Maintaining all Sales information in the main server for all operations imports & Exports
  • Negotiating rates with truckers and steam ship carriers
  • Backing up operations when needed
  • Maintaining the sales force computer system
  • Bensenville, IL, USA
  • Handled escalated customer issues or concerns effectively resulting in satisfactory resolutions.
  • Boosted customer satisfaction by addressing and resolving inquiries promptly and professionally.
  • Participated in ongoing training sessions to stay up-to-date on industry trends, product offerings, and sales techniques.
  • Utilized CRM systems efficiently for tracking leads, managing contact information, reporting progress updates.
  • Cross-sold and upsold products to customers based on solid understanding of current and forecasted needs.
  • Navigated multiple computer systems expertly to handle customers' sales and service needs.
  • Troubleshot sales and service operations to increase profitability and bring positive organizational change.

Freight Forwarder / Ocean Export

BDP International, Inc.
12.2007 - 06.2008
  • All Ocean operations
  • Scheduling shipment pick up, booking with steam ship lines, all export documentation including legalizations, letters of credit and all other documentations
  • Billing of shipments, tracing of shipments, All Customer service of shipments from beginning to end
  • 75-100 files monthly
  • Managed a high volume of shipments daily, prioritizing tasks effectively to meet tight deadlines without compromising quality or accuracy.
  • Prepared accurate shipping documents such as bills of lading, commercial invoices, packing lists, and certificates of origin to facilitate smooth customs clearance processes.
  • Developed customized logistics solutions to meet unique client needs, resulting in increased business opportunities.
  • Improved customer satisfaction ratings by providing timely updates on shipment status and addressing concerns promptly.
  • Prepared accurate cost estimates for international shipments to provide clients with exact fees and information.

Customer Service Representative

Time Definite Services
09.2005 - 07.2007
  • Fleet dispatch, Fleet operation, and Drivers payroll
  • Drivers logs for DOT
  • Movement of outbound and inbound shipments
  • Searching, negotiating and securing full loads including refrigeration loads
  • Setting and confirming delivery appointments with distribution facilities
  • Following up with shortages and damaged freight
  • Trouble shooting all problem areas
  • Elk Grove Village, IL 60007, USA
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

GED -

Rolling Meadows High School
Rolling Meadows, IL
06.1992

Skills

  • Customer Service
  • Empathy
  • Problem Solving
  • Product Knowledge
  • Patience
  • Commination
  • Active Listening
  • Conflict Resolution
  • Time Management
  • Positive attitude
  • Leadership
  • Thick Skin
  • Willingness to improve
  • Customer Retention
  • Fraud Detection
  • Interpersonal Skill
  • Attention to Detail
  • Adaptability
  • Resourcefulness
  • Relationship Building
  • Critical Thinking
  • Professional telephone demeanor

Timeline

Customer Service Representative (Remote)

FalconTek SDVOSB GovCon Services Firm
01.2024 - 05.2024

Inside Sales Coordinator (Remote)

Dexian (Dysis LTD)
12.2022 - 06.2023

Inside Sales Representative (Remote)

Logomark
10.2021 - 09.2022

Customer Care Specialist (Remote)

Careington Solutions
02.2021 - 09.2021

Relationship Banker

Bank of America
07.2019 - 02.2020

Customer Service Sales Specialist

McNICHOLS CO.
04.2016 - 02.2018

Account Executive Representative

Kuehne+Nagel
12.2014 - 04.2016

Inside Sales Coordinator-Midwest

Kuehne+Nagel
08.2011 - 11.2014

Inside Sales & Customer Service

SDV INTERNATIONAL
07.2008 - 07.2011

Freight Forwarder / Ocean Export

BDP International, Inc.
12.2007 - 06.2008

Customer Service Representative

Time Definite Services
09.2005 - 07.2007

GED -

Rolling Meadows High School

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