Samantha Joshua
Spring,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Waste Management Company
Lafayette , LA
11.2021 - 04.2022
- 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.
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed dispatching, routing and tracking of 15 fleet vehicles.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Monitored flow of paperwork and directed information to appropriate departments.
Administrative Specialist
Push Start Transportation
Spring , Texas
03.2018 - 11.2021
- Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Assisted in payroll by overseeing time punch accuracy.
- Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks.
- Scheduled and tracked movements of owned and rented equipment.
- Communicated with over 40 customers daily about freight movements and delivery timetables.
- Tracked purchase orders and approved vendor invoices for outside services.
Customer Service Call Center Manager
ATT
Alexandria , LA
07.2016 - 03.2018
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Documented and detailed calls and complaints using call center's CRM database.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Established team priorities, maintained schedules and monitored performance.
- Directed training and retraining of employees to boost performance and enhance business results.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Increased sales by 10%
Education
Some College (No Degree) - Biology
South Louisiana Community College
Lafayette, LAin Progress - Education
Lone Star College System
Spring, TXCertificate - Cosmetology Education
Blue Cliff College - Alexandria
Alexandria, LA04.2014
High School Diploma -
Avoyelles High School
Moreauville, LA05.2009
Skills
- Information Updates
- High-Volume Environments
- Responding to Difficult Customers
- Good Listening Skills
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Advanced Excel Spreadsheet Functions
- Order and Refund Processing
- Microsoft Excel
- Staff Training
- Order Fulfillment
- Freight Operations
- Senior Leadership Support
- Report Creation
- Account Management
- Report Preparation
- Sales Expertise
- Microsoft Word
- Credit Card Payment Processing
- Active Listening
- Business Development Understanding
- Fleet Dispatching
- Report Transcription
- Customer Relations
- Microsoft PowerPoint
- Retail Sales Customer Service
- Closing Sales
- Handheld Computer Device Software
- Data Evaluation
- Microsoft Outlook
- Receiving Support
- Microsoft Windows
- First-Tier Technical Support
- Administrative Support
- Route Dispatch
- Adobe Systems Adobe Photoshop
- Investigate Claims
- Issue and Complaint Resolution
- Quality Control
- CRM Software
- Call Volume and Quality Metrics
- Multi-Line Telephone Operation
- Prioritization
- Filing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Customer Service Representative
Waste Management Company
11.2021 - 04.2022
Administrative Specialist
Push Start Transportation
03.2018 - 11.2021
Customer Service Call Center Manager
ATT
07.2016 - 03.2018
Some College (No Degree) - Biology
South Louisiana Community College
in Progress - Education
Lone Star College System
Certificate - Cosmetology Education
Blue Cliff College - Alexandria
High School Diploma -
Avoyelles High School
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