Samantha Freeman
Highland Park,IL
Summary
Results-driven customer service and order entry professional with over a decade of experience in data entry, account management, customer support and sales. Committed to ensuring customer satisfaction and unmatched support. Proven ability to create long-lasting customer relationships and resolve complex issues. My exceptional communication skills, attention to detail, and being a team player is what makes me unique. I am committed to improving operational efficiency while building lasting customer relationships and contributing to organizational success.
Overview
17
17
years of professional experience
Work History
Reservations Agent/Night Audit
Marriott International- Renaissance Hotel
05.2026 - Current
- Assisted guests with check-ins and check-outs, ensuring seamless experiences through professional customer service.
- Change, confirm and cancel reservations while providing accurate guest information.
- Process individual reservations by phone and email.
- Managed changes, confirmations, and cancellations of reservations, delivering precise guest information.
- Balance cash and complete closing reports after every shift.
- Executed nightly audit tasks to reconcile financial transactions, maintaining accuracy and accountability.
- Run and review daily financial reports.
- Run, review, and distribute night audit reports.
- Coordinate with front desk and housekeeping teams to align inventory, arrival schedules, and room readiness.
Guest Service Representative
Thorntons
01.2025 - 01.2026
- Resolved customer concerns efficiently.
- Delivered friendly guest assistance, resolving questions and concerns quickly.
- Maintained clean, organized sales floor, restrooms, and service areas.
- Restocked merchandise, beverages, and food items to support store readiness.
- Verified exact cash drawer balances and daily transaction records.
- Stocking and inventory counts.
- Monitored shift priorities, supporting smooth operations during busy periods.
RGA Specialist
Visual Comfort & Co.
01.2020 - 03.2022
- Responded to approximately 100 customer emails and calls daily in call center environment.
- Managed end-to-end processing of all RGAs, ensuring accurate tracking and resolution.
- Generated shipping labels and supported return documentation.
- Applied customer credits to the proper accounts and reconciled account information.
- Investigate discrepancies involving returned merchandise, orders, and credits.
- Developed Excel spreadsheets to monitor missing inventory and returns, enhancing visibility.
- Worked with multiple departments to resolve customer issues efficiently.
- Checked product availability, and pricing.
- Investigated discrepancies involving returned merchandise, orders, and credits.
- Prioritized daily workloads to meet deadlines while preserving data integrity.
Customer Service & Showroom Sales Associate
Idlewood Electric Supply
04.2010 - 12.2019
- Processed purchase orders, pricing updates, vendor credits, and return goods authorizations.
- Showroom Sales.
- Trained new associates on sales procedures, product knowledge, and customer service expectations.
- Managed inventory documentation and account updates.
- Answered high-volume phone calls and directed to the appropriate department.
- Daily balancing of previous days' sales using Excel.
- Received, inspect and verify incoming shipments against purchase orders, packing slips and invoices.
- Advised customers on lighting, fixtures, and electrical products to match project requirements and budgets.
- Updated pricing per vendor requests.
Education
Diploma -
Highland Park High School
Skills
- Microsoft Excel
- Phone etiquette
- CRM/POS Systems
- Returns Processing
- Cash Handling
- Team Training
- Attention to Detail
- Data Entry
- Purchase Orders
- Account Maintenance
- Inventory Control
- Typing speed 45WPM
- Problem Solving
- Customer engagement
Timeline
Reservations Agent/Night Audit
Marriott International- Renaissance Hotel
05.2026 - Current
Guest Service Representative
Thorntons
01.2025 - 01.2026
RGA Specialist
Visual Comfort & Co.
01.2020 - 03.2022
Customer Service & Showroom Sales Associate
Idlewood Electric Supply
04.2010 - 12.2019
Diploma -
Highland Park High School