Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samantha Hollis

Lee's Summit,MO

Summary

Quality professional committed to maintaining high standards and achieving results. Expertise in improving operational processes and ensuring compliance with regulatory requirements. Known for strong team collaboration and adaptability to changing needs. Skilled in quality control methodologies and process optimization.

Overview

11
11
years of professional experience

Work History

Senior Quality Coordinator

CVS Caremark
10.2023 - Current
  • Monitor and Evaluate recorded calls to assess the quality of service provided, including escalated calls for QA research team
  • Ensured agents adhere to policies and compliance guidelines by identify coaching opportunities, and provide actionable feedback to agents and their supervisors.
  • Drive service excellence by hosting and assisting with Call Calibrations with internal and vendor teams.
  • Lead onboarding and trained new team members by sharing quality standards, evaluation processes, and best practices to ensure consistent performance.
  • Create coaching guide, and provided coaching techniques to support team development to ensure quality alignment.
  • Suggest corrections and updates to internal source documents to ensure accuracy, clarity and alignment with current processes and standards.





Customer Care Representative III/ Team Lead

CVS Caremark
12.2020 - 09.2023
  • Managed large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Navigated multiple computer systems and applications (people safe, Marxs, Fazal, compass) to find information.
  • Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.

Customer Care Representative II/Onboarding SME

CVS Caremark
04.2017 - 11.2020
  • Assisted with new Hire Training during hiring season.
  • Managed high call volume assisting members, provider's and 3rd party callers.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Trained new personnel regarding company operations, policies and services.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.


Customer Care Representative I

CVS Caremark
09.2014 - 03.2017
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.

Education

Lee's Summit North
Lee's Summit, MO

Skills

  • Effective verbal/written communication
  • Resourceful
  • Critical thinking/Problem Solving
  • Efficient Time management
  • Detail Oriented
  • Self Motivator
  • Positive Attitude
  • Collaborative

Timeline

Senior Quality Coordinator

CVS Caremark
10.2023 - Current

Customer Care Representative III/ Team Lead

CVS Caremark
12.2020 - 09.2023

Customer Care Representative II/Onboarding SME

CVS Caremark
04.2017 - 11.2020

Customer Care Representative I

CVS Caremark
09.2014 - 03.2017

Lee's Summit North

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