Samantha Koren
De Pere
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Bringing value to collaborative teamwork and leadership roles. Excellent organizational, planning, and communication skills with passion for positively impacting patients and families with efficiency, safety, and confidentiality.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Alta Resources
10.2024 - Current
- Managed high volume of incoming calls while maintaining service quality and customer satisfaction.
- Documented customer interactions in CRM system to ensure accurate records and follow-up actions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Proficiency using computer, phone, and office equipment.
- Retained product, service, and company policy knowledge to serve as a resource for both coworkers and customers.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Certified Nursing Assistant
Unity Hospice
06.2024 - 10.2024
- Cleaning and preparing equipment.
- Assisting patients and family physically, mentally, and emotionally with coping skills.
- Implemented infection control measures, ensuring compliance with health and safety regulations within hospice settings.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Provided compassionate care to patients, ensuring comfort and dignity during end-of-life transitions.
- Assisted nursing staff with daily tasks, improving workflow efficiency in patient care delivery.
- Monitored vital signs and reported changes in patient conditions to healthcare team for timely interventions.
- Supported daily living activities, enhancing quality of life for hospice patients through personalized assistance.
Certified Nursing Assistant
Bellin Medical Hospital: Observation Unit
08.2023 - 06.2024
- Proficiency using computer, phone, and office equipment.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Built rapport with patients and families, providing emotional support during difficult times.
- Educated families on caregiving techniques, fostering a supportive environment for patients and loved ones.
- Trained new staff on best practices in patient care and safety protocols, promoting high standards of service.
- Collaborated with interdisciplinary teams to develop individualized care plans tailored to patient needs and preferences.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Certified Nursing Assistant
Winnebago Mental Health Institute
05.2023 - 08.2023
- Crisis management prevention and intervention training.
- Training with 5-point restraints.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Managed patients in crisis mode and helped them deescalate.
- Efficiently rounding on patients every 15 minutes for safety.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Certified Nursing Assistant
HSHS St. Vincent Flex Team
03.2022 - 03.2023
- Managed patient care and needs, including addressing inquiries and applying feedback to/from nursing staff.
- Accurately taking and recording vital signs, respirations for PCAs, blood glucose tests and more.
- Updated patient information boards consistently.
- Efficiency in tasks and hourly rounds on up to 30 patients while charting and managing communications in a shift.
- Experience at four different hospitals, on ICU, CVICU, IMCU and Boarder Patients. As well as Rehab, one surgical floor, and five med/surg floors.
- Over 100 hours of experience in ICU, and over 300 hours in IMCU.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, and repositioning of patients.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
Server
Perkins
08.2021 - 01.2022
- Customer service in a fast-paced and stressful environment
- Managed cash register operations, accurately processing payments and maintaining financial records.
- Resolved customer complaints efficiently, fostering a welcoming environment for repeat business.
- Maintained cleanliness and organization of dining areas, adhering to health and safety standards.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Maintained knowledge of menu and products.
- Delivered exceptional customer service, ensuring a positive dining experience for all guests.
- Collaborated with kitchen staff to coordinate timely food preparation and delivery.
Promotions Assistant
Authors
07.2020 - 08.2021
- Generated interest for new and upcoming product and service releases by managing social media accounts.
- Tracked and analyzed social media and online marketing initiatives.
- Posted new content for products and services when managing marketing and releasing calendars.
- Spearheaded creation of blogs and social media content.
- Wrote social media content to increase engagement with customers.
- Managed client accounts, including addressing inquiries and applying feedback to meet customer needs.
- Coordinated promotional events to enhance brand visibility and engage target audiences.
- Developed marketing collateral, ensuring alignment with brand messaging and objectives.
- Assisted in executing social media campaigns, increasing audience interaction and reach.
- Managed logistics for author appearances and book signings, optimizing event success.
Seasonal Sales Associate
Kohls Corp.
11.2019 - 01.2020
- Retained product, service, and company policy knowledge to serve as a resource for both coworkers and customers.
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Assisted customers by finding needed items and checking inventory for items at other locations.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service, and operational goals.
Guest Specialist
Petco
05.2019 - 07.2019
- Greeted customers and always provided knowledgeable assistance.
- Collaborated with team members to ensure optimal store presentation and inventory management.
- Maintained knowledge of current promotions, policies, and procedures to support sales efforts.
- Ensured a clean and safe environment for guests by adhering to company cleanliness standards and safety protocols.
- Accepted payments, submitted into system and issued receipts.
- Went above and beyond job requirements to provide superior service to every customer.
- Assisted with purchases, locating items, and signing up for rewards programs.
- Promoted specific item options to drive sales and achieve add-on purchases.
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Educated pet owners on proper care and product selection to enhance pet health and well-being.
Sales Associate
rue21
04.2018 - 04.2019
- Retained product, service, and company policy knowledge to serve as resource for both coworkers and customers.
- Answered incoming telephone calls to provide information about products, services, store hours, policies, and promotions.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers by finding needed items and checking inventory for items at other locations.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service, and operational goals.
- Won store sales competition for selling a number of perfumes, resulting in being a top store in our district.
- Enhanced customer experience through personalized service and product recommendations.
- Fostered a positive team environment that motivated staff to achieve daily sales targets.
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction and loyalty.
Education
Associate Of Science - Nursing
Northeast Wisconsin Technical School
Green Bay, WISkills
- Efficient time management
- Administrative assistance
- Positive and impactful patient care
- Database administration
- Cash register operation
- Controlled manner under pressure
- Positive attitude
- Effective communication
- Nursing Assistant Certification
- Received Bee Award
- Customer assistance
- Assessing patient needs
- Teamwork and leadership
- Accurate reading of vital signs
- Dedication to helping people
- Crisis Management Prevention training
- Crisis Management Intervention training
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Conflict resolution
- Computer proficiency
Timeline
Customer Service Representative
Alta Resources
10.2024 - Current
Certified Nursing Assistant
Unity Hospice
06.2024 - 10.2024
Certified Nursing Assistant
Bellin Medical Hospital: Observation Unit
08.2023 - 06.2024
Certified Nursing Assistant
Winnebago Mental Health Institute
05.2023 - 08.2023
Certified Nursing Assistant
HSHS St. Vincent Flex Team
03.2022 - 03.2023
Server
Perkins
08.2021 - 01.2022
Promotions Assistant
Authors
07.2020 - 08.2021
Seasonal Sales Associate
Kohls Corp.
11.2019 - 01.2020
Guest Specialist
Petco
05.2019 - 07.2019
Sales Associate
rue21
04.2018 - 04.2019
Associate Of Science - Nursing
Northeast Wisconsin Technical School