Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Work Preference
Timeline
CustomerServiceRepresentative

Samantha Downer

Worcester,MA

Summary

Dynamic customer service professional with a proven track record at Verizon Wireless, excelling in client satisfaction and upselling techniques. Skilled in critical thinking and data entry, I effectively resolved customer issues, enhancing loyalty and driving sales growth. Committed to delivering exceptional service while adapting to fast-paced environments. I am also a Certified Recovery Coach , and have a certificate from an Enduring Skills Course I've taken in my spare time.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Lawn Care Company
09.2022 - 06.2023
  • 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.

Brigham Gill & Jeep

Uknown
10.2020 - 12.2021
  • 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.
  • Utilized strong multitasking abilities to manage simultaneous tasks efficiently without compromising quality of service.

Sales Representative

Verizon Wireless and Fios
01.2018 - 04.2019
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
  • Negotiated favorable terms in contracts, ensuring both customer satisfaction and profitability.
  • Exceeded sales targets through effective planning and goal setting.
  • Exceeded monthly sales goals by effectively upselling additional products during consultations.
  • Employed various tools and equipment to find solutions to difficult or complex issues.
  • Set challenging goals and helped team work together to accomplish all objectives.

Delivery Driver

Dominos Pizza Inc.
12.2017 - 04.2018
  • Delivered packages to customer doorsteps and business offices.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.

Cashier

Friendly's Restaurant
07.2016 - 09.2017
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.

Bartender

Mexicali
05.2016 - 05.2017
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.

Server

Mexicali
03.2016 - 04.2017
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.

Cashier

Nicks Roast Beef
11.2015 - 09.2016
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.

Education

GED -

Assabet Valley Regional School
Marlborough, MA

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience
  • Customer relations
  • Computer proficiency
  • Microsoft Excel
  • Payment processing
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Call management
  • Product knowledge
  • Data collection
  • Prioritization

Accomplishments

I achieved becoming a Certified Recovery Coach by going to Westfield State, taking classes and doing 1000 hour intern ship in 2018.

Certification

Certified Recovery Coach

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart Time

Work Location

On-SiteRemoteHybrid

Important To Me

Personal development programsCareer advancementWork-life balanceFlexible work hoursHealthcare benefits401k matchPaid sick leave

Timeline

Customer Service Representative

Lawn Care Company
09.2022 - 06.2023

Brigham Gill & Jeep

Uknown
10.2020 - 12.2021

Sales Representative

Verizon Wireless and Fios
01.2018 - 04.2019

Delivery Driver

Dominos Pizza Inc.
12.2017 - 04.2018

Cashier

Friendly's Restaurant
07.2016 - 09.2017

Bartender

Mexicali
05.2016 - 05.2017

Server

Mexicali
03.2016 - 04.2017

Cashier

Nicks Roast Beef
11.2015 - 09.2016

GED -

Assabet Valley Regional School

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