Samantha Hicks
Seaside,CA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
27
27
years of professional experience
Work History
Customer Service Specialist
Sigma
04.2023 - 08.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Trainer Coordinator
AnswerNet
08.2014 - 02.2021
- Optimized day-to-day instruction to align educational strategies with industry best practices.
- Initiated new learning methods, eliminating instructional gaps and improving comprehension.
- Enhanced student comprehension and shortened learning process through new teaching methods.
- Facilitated learning with creation of engaging written and oral assignments.
- Applied various teaching aids to minimize learning gaps and instruct and motivate students.
Customer Service Representative
Chase Manhattan Mortgage
01.1997 - 04.2003
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Albany High School
Albany, CA06.1986
Skills
- Document and Records Management
- Benefits Explanations
- Customer Service
- Revenue Generation
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Communications Strategies
- QC
- Online Chat
- Telephone Etiquette
- Ability to Work Independently
- Cultural Awareness
Timeline
Customer Service Specialist
Sigma
04.2023 - 08.2023
Trainer Coordinator
AnswerNet
08.2014 - 02.2021
Customer Service Representative
Chase Manhattan Mortgage
01.1997 - 04.2003
High School Diploma -
Albany High School
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