Samantha Keim

• Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
• Responded to customer inquiries via telephone, email and live chat to provide updated information.
• Utilized active listening skills to identify customer needs and provide appropriate solutions.
• Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
• Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
• Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
• Demonstrated strong problem-solving skills by resolving customer issues during first call.
• Built positive relationships with customers by providing exceptional customer service.
• Provided timely feedback to management regarding customer inquiries and issues.
• Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
• Developed rapport with customers while maintaining a professional tone throughout conversations, resulting in higher satisfaction scores.
• Participated in ongoing training sessions to continuously improve knowledge base and skillset within the call center environment.
• Kept up-to-date with company products, services, policies, and regulations to provide accurate information to callers at all times.
• Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
• Maintained strict adherence to data protection regulations when handling customer information, ensuring confidentiality and security at all times.
• Facilitated communication between customers and other departments to facilitate resolution.
• Achieved success in retaining dissatisfied customers by offering targeted solutions and demonstrating empathy during challenging interactions.
• Followed standard operating procedures when handling customer problems and complaints.
• Escalated complex issues appropriately to management or specialized departments for further resolution when necessary.
• Exceeded established performance metrics by demonstrating strong problem-solving abilities in addressing caller concerns quickly.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Directed telephone calls to appropriate parties.
• Demonstrated flexibility by adjusting schedules quickly in response to last-minute changes or requests from both clients and service providers.
• Regularly reviewed current processes for potential improvements, sharing insights with management for continuous optimization of the work environment.
• Coordinated appointments for multiple departments, ensuring optimal use of resources and time management.
• Collaborated with team members to improve overall productivity and communication within the office.
• Streamlined appointment cancellations and rescheduling, minimizing disruptions to daily operations.
• Was in charge of Multiple Regions in regards to scheduling and mapping out technician's schedules, coordinating with SMs and consultants
• Assessed customer needs and responded to customer emails and calls.
• Called and rescheduled appointments for clients.
• Mapped and scheduled technician's schedules

• Supervised window, doors and bath projects from project start through delivery by prioritizing needs and delegating assignments.
• Updated customers on the ETA of their products and in constant contact with them until full completion of installation
• Kept projects on schedule by managing deadlines and adjusting workflows.
• Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
• Created job files for each project and maintained current data in each file.
• Maintained open communication by presenting regular updates on project status to customers.
• Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
• Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
• Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
• Worked with manager and supervisor to plan and coordinate production schedules.
• Optimized workflow by prioritizing tasks based on urgency and aligning staff assignments accordingly.
• Fostered a positive work environment by addressing employee schedule concerns in a timely manner and with empathy.
• Supported company growth by effectively managing an increasing volume of scheduling requests without compromising service quality.
• Developed strong working relationships with management and executive team through effective scheduling and communication skills.
• Generated reports and tracked data to monitor operational priorities and scheduling.
• Coordinated daily schedules for 30+ staff members, ensuring optimal coverage and productivity.
• Improved patient satisfaction with timely and accurate scheduling with installation and regular sales appointments.
• Coordinated with the Sales Managers to ensure the sales team and install teams schedules and all customer information is correct.
• Call to obtain permits for installation for projects
• Manually mapped appointments to ensure drive time efficiency

The dates are approximate

• Conducted regular audits of existing contracts to identify opportunities of any discrepancies
• Sustained high levels of productivity under tight deadlines by efficiently using available resources.
• Maintained strong attention to detail while reviewing numerous documents daily, ensuring consistent quality and accuracy.
• Maintained strict confidentiality with sensitive client information, adhering to industry standards and company policies.

• Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
• Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
• Trained and mentored new employees to maximize team performance.
• Improved overall team performance by effectively delegating tasks and providing clear instructions.
• Promoted a positive work environment through open communication and constructive feedback.
• Kept employees operating productively and working on task to meet business and customer needs.
• Supervised employees and oversaw quality compliance with company standards for food and services.
• Worked closely with team members to schedule breaks and shifts to meet state regulations.
• Coached crew members to optimize performance and motivate toward more efficient work.
• Excelled in every store position and regularly backed up front-line staff.
• Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
• Tracked receipts, employee hours, and inventory movements.
• Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
• Adhered to company standards and compliance requirements for operations and cleanliness of areas.
• Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.