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
Monroeville, AL
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