Samantha Ledford
Apopka
Summary
Highly motivated professional with a decade of experience in customer service and leadership roles, particularly at Cox Automotive. I have demonstrated expertise in team management and a strong dedication to achieving customer satisfaction. I am committed to empowering my team through continuous training and development, fostering a culture that promotes ownership and excellence. Demonstrated enhancing service standards through effective training and mentoring highlights my ability to drive significant improvements in customer care environments.
Overview
11
11
years of professional experience
Work History
Customer Care Center Supervisor
Cox Automotive
02.2022 - Current
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Interviewed, trained and onboarded new agents, maintaining exceptional service standards.
- Actively contributed to fostering change and innovation by articulating the vision for the future, exploring new methodologies, and collaborating with colleagues to ensure successful implementation of the changes.
- Conducted regular performance evaluations and weekly coaching sessions for team members, providing constructive feedback for continued growth and improvement.
- Developed tailored coaching plans for each agent based on their individual needs, leading to increased performance and job satisfaction.
- Facilitated weekly team meetings focused on identifying trends in customer inquiries and discussing strategies for addressing common pain points.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
Customer Care Specialist
Cox Automotive
11.2017 - 02.2022
- Successfully managed high call volumes while maintaining quality assurance standards and a positive attitude while focusing on customer satisfaction.
- Developed strong communication skills while providing excellent customer service over the phone and via email.
- Took ownership of customers issues to follow problems through to resolution.
- Navigated multiple computer systems and applications to find information.
- Assisted in the training of new employees.
Cashier Team Lead
Ace Hardware
07.2013 - 12.2020
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Developed strong customer service skills, with experience in resolving customer complaints efficiently and professionally.
- Performed daily maintenance tasks such as counting the cash drawer, balancing receipts, and restocking supplies.
Education
Associate of Science -
Adventist University
01-2016
High School Diploma -
Ocoee High School
01-2012
Skills
- 10 years of customer service experience
- 2 years of leadership experience
- Training and mentoring
- Multitasking
- Team Management
- Quality Assurance
- MS Office Suite
- Workday
- Salesforce
- Kronos
- ServiceNow
- Genesys Cloud
Timeline
Customer Care Center Supervisor
Cox Automotive
02.2022 - Current
Customer Care Specialist
Cox Automotive
11.2017 - 02.2022
Cashier Team Lead
Ace Hardware
07.2013 - 12.2020
Associate of Science -
Adventist University
High School Diploma -
Ocoee High School
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