Samantha Hansen
Capac,MI
Summary
Results-driven Customer Resolution Specialist with strong problem-solving and effective communication skills. Focused on enhancing customer satisfaction through timely resolutions and collaboration with cross-functional teams.
Overview
11
11
years of professional experience
Work History
Customer Resolution Specialist
DTE Energy
Cass City, MI
08.2022 - Current
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance customer service processes and improve resolution timelines.
- Utilized CRM systems to track customer engagements, ensuring consistent follow-through on all outstanding issues.
- Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
- Leveraged strong negotiation skills to reach mutually beneficial solutions for both the company and its customers.
- Enhanced customer satisfaction by promptly addressing and resolving their concerns.
- Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
- Participated in cross-functional teams to address complex issues involving multiple departments, achieving satisfactory resolutions for all parties involved.
Overnight Stocker
Kroger
Imlay City, MI
07.2015 - 08.2022
- Executed restocking of shelves to maintain product availability and visual appeal.
- Organized inventory in backroom to optimize space and improve retrieval efficiency.
- Collaborated with team members to ensure timely completion of overnight stocking tasks.
- Monitored expiration dates and rotated stock to minimize waste and enhance freshness.
- Assisted in training new staff on proper stocking procedures and safety protocols.
- Conducted regular inventory counts to support accurate stock management processes.
- Enhanced customer experience by ensuring shelves were fully stocked and well-displayed.
- Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Enhanced store appearance for better customer experience through meticulous shelf stocking and arrangement.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Ensured timely completion of nightly stocking tasks, optimizing store readiness for the following day''s operation.
- Collaborated with fellow team members, ensuring consistent communication and task distribution for a successful restocking process.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Consistently met or exceeded established stocking goals while maintaining accuracy in product placement throughout the store.
- Maintained a safe working environment by adhering to company safety procedures and promptly addressing potential hazards.
- Provided excellent customer service when encountering early morning shoppers, answering questions, and offering assistance as needed.
- Responded to customer queries and complaints regarding stock and merchandise to resolve issues and increase satisfaction.
- Observed safety protocols when transporting merchandise to different areas of store to alleviate item damage.
Education
No Degree - Psychology
University of Michigan Flint
Flint04-2028
High School Diploma -
Capac Jr./Sr. High Schol
Capac06-2024
Skills
- CRM software
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Calm and professional under pressure
- Reliability
- Excellent communication
- Effective communication
- Problem resolution
- Phone etiquette
- Call center experience
Timeline
Customer Resolution Specialist
DTE Energy
08.2022 - Current
Overnight Stocker
Kroger
07.2015 - 08.2022
No Degree - Psychology
University of Michigan Flint
High School Diploma -
Capac Jr./Sr. High Schol