Samantha Imer
Wheeling,WV
Summary
Results-driven Job Title offering proven history of achievement during seven-year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Overview
7
7
years of professional experience
Work History
Customer Service Executive
Axels Beauty Bar
Wheeling, WV
06.2019 - Current
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Maintained financial accounts by processing customer adjustments.
- Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
- Received payment information from customers and implemented it carefully into system to alleviate errors.
- Leveraged Area of expertise knowledge to customize individual customer recommendations and increase sales changes.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Customer Service Representative Specialist
Delaware North
Wheeling , WV
01.2017 - 06.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Representative
Big Lots
Bridgeport, Ohio
10.2015 - 01.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Optimized customer support by establishing collaborative service environment.
Education
Bachelors Of Psychology - Bachelors of Psychology With A Concentration in Ad
Indiana University - Purdue University Indianapolis
Indianapolis, IN01.2021
Diploma - General Studies
Union Local High School
Belmont, OH06.2002
Skills
- Team Management
- Data Entry and Maintenance
- Issue Escalation
- Interpretation and Translation Services
- Customer Account Management
- Inbound Customer Calls
- POS Systems and Ordering Platforms
- Efficient and Detail-Oriented
- Loyalty Programs
- Order and Refund Processing
- Upbeat and Positive Personality
- Office Management
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Accurate Recordkeeping
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Special Assignments
- Corrective Actions
- Call Control
- Credit Card Payment Processing
- Microsoft Exchange
- Cash Register Operations
- Call Transfers
- Report Preparation
- Customer Service and Assistance
- Proactive Self-Starter
- Critical Thinking
- Excellent Attention to Detail
- Microsoft PowerPoint
- Proficiency in Microsoft Office and G Suite
Accomplishments
- Boosted customer call intake from an average of Number daily calls to Number calls by asking open-ended questions and making effective suggestions.
- Suggested free upgrades for customer equipment that clients were unaware of which boosted brand loyalty.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Native or Bilingual
Timeline
Customer Service Executive
Axels Beauty Bar
06.2019 - Current
Customer Service Representative Specialist
Delaware North
01.2017 - 06.2019
Customer Service Representative
Big Lots
10.2015 - 01.2017
Bachelors Of Psychology - Bachelors of Psychology With A Concentration in Ad
Indiana University - Purdue University Indianapolis
Diploma - General Studies
Union Local High School
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