A strong leader offering a sales driven, customer-centric expertise with education and work history in the logistics, marketing and hospitality industries. Proven and poised corporate trainer who thrives in all areas of customer service and product knowledge. Known for developing and implementing training procedures, resources and policy updates to ensure the highest level of employee performance and customer satisfaction. Knowledgeable and dedicated customer service professional with extensive experience in hospitality and logistics industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Hi, I’m
Samantha Hummel
Summary
Overview
7
years of professional experience
Work History
Unishippers
Operations Specialist
11.2021 - 03.2023
Job overview
- Served as primary contact for customers and their B2B shipping needs
- Utilized Microsoft Suite for daily reporting and maintained organized data for internal systems
- Handled customer queries, escalations and a large volume of day to day reports through the life cycle of pickup to delivery
- Communicated both internally and externally with customers, vendors, national trucking carriers and UPS to ensure all products shipped are received, damage-free and in a timely fashion
- Managed damage claims, disputes, lost items and delayed transits and communicated expectations and outcomes with both customers and teammates
- Assisted outside sales team with any arising LTL and small package shipping crisis.
GrowGeneration Corp
Training Manager
06.2021 - 08.2021
Job overview
- Established on-boarding training program from the ground up
- Utilized PowerPoint, Excel, Paycor and other online resources to create necessary documents for onboarding process for new hires across nation-wide brick and mortar stores
- Created OSHA compliant programs including EAP, IIP, HIP, Safety Training and others for the HR department to implement in an upcoming new employee handbook
- Created content for new policies and procedures; including biographies of the C-Suite, storyboard design and content for the onboarding welcome video, and training specific resources for the retail stores
- Collaborated with leadership and peers to ensure understanding of key initiatives
- Maintained flexibility as new assignments and tasks were given daily.
Zynex Medical
Senior Patient Support Representative and Training Specialist
10.2019 - 03.2021
Job overview
- Developed department training and on-going education including: building specific training programs, conducting classroom and virtual seminar's and delivering pertinent communication to each new hire and incumbents
- Maintained a thorough understanding of company culture, vision, brand, policies and procedures to ensure seamless onboarding and training for new employees
- Collaborated with supervisors and other department managers to determine training requirements
- Conducted evaluations to identify areas of improvement for employees and department functions
- Used blended learning theories to provide sustainable, engaging and impactful learning opportunities
- Coordinated and scheduled on-going education for current department representatives
- Provided innovative, forward-thinking ideas for implementing positive work culture, department retention and company aligned performance expectations
- Conducted all department new hire training and supported and mentored new employees through their first 90 days in Patient Support
- Monitored and recorded quality assurance scores, KPI's and personal development notes for each team member
- Developed efficiencies to eliminate bottlenecks and counterproductive behaviors and processes in the department.
Cameron Mitchell's Restaurants
FOH Trainer and Sales Associate
10.2018 - 04.2019
Job overview
- Graduated from grand opening training with the highest grade on the overall exam and was promoted to store training team
- Collaborated with management regarding shift expectations and ensured communication was honest and open between team members during daily meetings
- Maintained superb knowledge of all menu items and company policies to uphold the highest standards of hospitality and service through training and service
- Participated in monthly leadership meetings regarding positive work culture, team building and on-going leadership training
- Conducted new hire training by leading orientation groups, grading tests and assisting with the full training process for all sales associates hired
- Embodied company culture and mission to ensure extraordinary guest experience.
J Alexander's Redlands Grill
Captain and Lead Trainer
01.2016 - 10.2018
Job overview
- Advanced from entry level server to captain and shift leader within months of employment
- Top sales performer; exceeding existing numbers and maintaining highest sales earned each month
- Executed ongoing training and educational resources for team members through handouts and powerpoint
- Managed quality scores (secret shoppers) and coached teammates to elevate performance scores and service skills.
Education
University of KentuckyLexington, KY
Integrated Strategic Communication from Integrated Strategic Communication/ Account Management
05.2009
University Overview
Minor: Communication
Lexington Community CollegeLexington, KY
from Communication
01.2005
University Overview
Skills
- Sales Support
- Brand Representation
- Upselling and Cross Selling
- Escalation Management
- Client Relationship Building
- Product knowledge
- Adaptability and flexibility
- Customer retention
- Problem-solving abilities
- Attention to detail
- Customer Service
Awards
Awards
2020 Brand Ambassador, Zynex MedicalLanguages
Spanish
Elementary
Timeline
Operations Specialist
Unishippers
11.2021 - 03.2023
Training Manager
GrowGeneration Corp
06.2021 - 08.2021
Senior Patient Support Representative and Training Specialist
Zynex Medical
10.2019 - 03.2021
FOH Trainer and Sales Associate
Cameron Mitchell's Restaurants
10.2018 - 04.2019
Captain and Lead Trainer
J Alexander's Redlands Grill
01.2016 - 10.2018
University of Kentucky
Integrated Strategic Communication from Integrated Strategic Communication/ Account Management
Lexington Community College
from Communication