Samantha Jimenez
Monroeville
Summary
I began working in the customer service field at 16 years of age as a residential and commercial cleaner. I remained in this field into adulthood, and ventured into the call center environment just after having my first and only child in August of 2018. I worked with the same company for seven years, until being laid off December 5, 2025, as a support agent answering emails, inbound and outbound calls, virtual chat support, supervising, as a provisioning analyst, and again as a supervisor/lead.
I'm currently looking to expand my work experience and join a team that will provide advancement opportunities that complement my passion for working with and helping people. I am a quick learning, driven, patient and compassionate person waiting for my opportunity to shine!
Overview
11
11
years of professional experience
Work History
Premier Commercial Support Lead
Lingo Communications
06.2023 - 12.2025
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Researched and corrected customer concerns to promote company loyalty.
- Created, prepared, and delivered reports to various departments.
- Created customer support strategies to increase customer retention.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
Provisioning Analyst
Lingo Communications
12.2022 - 06.2023
- Specialzing in Broadband/Data Services.
- Primary responsibilities include coordinating all stages of order processing from submission to carrier through service installation/activation and supporting internal customers as a subject matter expert in new implementation & MACD ordering for area of proficiency.
- Prepare, process, and submit orders to ILECs, CLECs, & vendors nationwide for new installations, moves, changes, and disconnects of telecommunications technologies.
- Track all provisioning orders for the entire life cycle of the order installation and communicate ongoing and milestone statuses.
- Participate in status calls with carriers/vendors as needed.
- Escalate orders & vendor/carrier when appropriate.
- Act as back up for all Provisioning Analyst positions as assigned.
- Identify opportunities for process improvements that will result in demonstrated increases in production quality, efficiency, or quantity.
- Create, maintain, and update internal documentation as necessary.
- Act as 1st level internal resource to assist team members in performing duties and providing expertise as needed.
- Maintain the acceptable standards of efficiency and quality established by the company to ensure customer satisfaction.Built long-term relationships due to prompt and courteous service.
- Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting 100% end-user satisfaction.
- Streamlined office operations using automation, oversaw client communications, managed record tracking and data communication activities.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
Customer Service Lead
Lingo Communications
08.2021 - 12.2022
- Aid in residential and business customers with traditional phone service, voice over IP services, and internet
- Help supplied include billing inquiries, service requests, product suggestion sales, general information, troubleshooting and repairs via live chat, email, inbound and outbound calls
- Additional skill in light provisioning work
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
- Cover departments due to expected or unexpected absences
- Assist in defusing customer dissatisfaction by reaching out and providing solution and plan of action to correct customer concerns.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Responded to customer calls and emails to answer questions about products and services.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Customer Service Representative
Lingo Communications
09.2018 - 08.2021
- Customer service representative aiding residential and business customers with traditional phone service, voice over IP services, and internet
- Help supplied include billing inquiries, service requests, product suggestion sales, general information, troubleshooting and repairs via live chat, email, inbound and outbound calls.
- 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.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Cross-trained and provided backup support for organizational leadership.
Cashier/Customer Service
Dollar General
02.2018 - 08.2018
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Developed and managed relationships with customers to increase customer loyalty.
- Counted money in drawers at beginning and end of each shift.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Answered product questions using knowledge of sales and store promotions.
- Utilized POS system to handle customer cash and credit card transactions.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Maintained awareness of surroundings and secured cash to minimize loss potential.
- Maintained accurate records of customer transactions for reporting purposes.
- Learned duties for various positions and provided backup at key times.
- Responded promptly to requests for assistance, spills and customer inquiries.
Residental Cleaner
Mandy's Cleaning Service
07.2014 - 08.2018
- Top to bottom thorough residential, office, and construction cleaning.
- Used time management and efficient cleaning methods to meet deadlines.
- Delivered quality customer service to address urgent needs and cleaning requests.
- Organized and used industrial cleaning products following strict safety procedures.
- Adhered to professional house cleaning checklist.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
Sales Associate
Circle K
08.2016 - 03.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
Education
High School Diploma -
Coastal Alabama
Monroeville, ALSkills
- Customer Service Skills (13 years)
- Residental Cleaning (5 years)
- Problem-solving
- Flexibility
- Team Work
- Reliability
- Commercial Cleaning
- Help Desk
- Live Chat
- Technical Support
- Upselling
- Desktop Support
- Troubleshooting
- Quality Assurance
- Team Productivity
- Information Updates
- Incident Investigation
- Microsoft Office
- Call Center Software
- Maximizing Coverage
- Handling Complaints
- Making Announcements
- Investigation Support
- Staff Training
- Customer Service
- Customer Relationship Management
- Team Meetings
- Customer Relations
- Customer Escalations
- QA
- Training Programs
- Performance Management
- Supervising Employees
- Write Reports
- Verbal and Written Communication
- New Hire Training
Timeline
Premier Commercial Support Lead
Lingo Communications
06.2023 - 12.2025
Provisioning Analyst
Lingo Communications
12.2022 - 06.2023
Customer Service Lead
Lingo Communications
08.2021 - 12.2022
Customer Service Representative
Lingo Communications
09.2018 - 08.2021
Cashier/Customer Service
Dollar General
02.2018 - 08.2018
Sales Associate
Circle K
08.2016 - 03.2017
Residental Cleaner
Mandy's Cleaning Service
07.2014 - 08.2018
High School Diploma -
Coastal Alabama