Summary
Overview
Work History
Education
Skills
Timeline
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Samantha LeClair

Belmont,NH

Summary

Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.

Overview

13
13
years of professional experience

Work History

Sr Customer Service Representative

Lincare
08.2017 - Current
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Responded to customer calls to answer questions about products and services.
  • Informed customers of product, price and policy changes to educate on issues and resolve concerns.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained and directed new employees in conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Managed over 50 customer calls per day.

Department Manager

Walmart
04.2010 - 06.2017
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
  • Communicated with managers of other departments to maintain transparency.
  • Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
  • Created and enforced department policies, procedures and standards to establish productivity and quality.
  • Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up.
  • Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Remerchandised department to increase sales by 25%.

Education

Bachelor of Science - Computer Science

Keene State College
Keene, NH
05.2005

Skills

  • Credit and Debt Card Processing
  • Customer Support
  • Information Updates
  • Complaint Resolution
  • Answering Client Questions
  • Order Fulfillment
  • Answering Phones
  • Policy and Procedure Adherence
  • Good Communication Skills
  • Inbound Customer Calls
  • Process Transactions
  • Microsoft Office
  • POS Systems and Ordering Platforms
  • Calm and Professional Under Pressure
  • Administrative and Office Support
  • Understanding Customer Needs

Timeline

Sr Customer Service Representative

Lincare
08.2017 - Current

Department Manager

Walmart
04.2010 - 06.2017

Bachelor of Science - Computer Science

Keene State College

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Samantha LeClair