Samantha Herrera

• Achieved high levels of customer satisfaction through effective resolution of concerns and comprehensive account evaluations. Drove monthly performance metrics by activating new phone lines, upgrading devices, and promoting new plans. Resolved escalated customer issues, achieving one-call resolutions that enhanced customer loyalty. Streamlined processes for new device orders, port-ins, and troubleshooting, resulting in improved operational efficiency. Delivered impactful team training sessions on emotional intelligence, fostering a motivated team environment that consistently exceeded performance targets. Supported daily team activities, providing assistance to peers and ensuring alignment with call performance objectives.

Achieved timely customer registrations through efficient document management and verification. Enhanced customer understanding of registration requirements, resulting in increased satisfaction. Delivered a positive customer experience by addressing all inquiries promptly. Maintaining and or exceeding weekly metrics which consisted of a dialer rate of 55% or above.

• Achieved efficient assessment of participant eligibility through structured interviews. Enhanced data integrity by coding interview responses accurately. Streamlined call information by logging into the Putty database for improved tracking. Advanced knowledge of new surveys and software through comprehensive training. Maximized call efficiency while upholding professionalism and focus. Successfully completed 10-15 surveys daily by employing effective probing techniques. Promoted a positive attitude within the team and workplace. Enabled participants to verify surveys by sharing critical callback numbers and websites.