Samantha Loving
Fairview Heights,IL
Overview
23
23
years of professional experience
Work History
Retail Customer Service Associate
Macys Department Store
05.2022 - Current
- Developed strong relationships with customers through active listening, empathy, and understanding their needs.
- Handled high-volume cash transactions accurately, ensuring proper handling of both cash and credit payments.
- Increased store revenue with proactive upselling of products and promotions to customers.
- Maintained a clean and organized front end area, ensuring a positive shopping experience for all customers.
- Assisted in training new team members, sharing best practices for providing excellent customer service.
WFH Customer Service Specialist
LiveOps
03.2020 - 04.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Virtual agent to answer phone calls and assisted customers with questions regarding online tax software and preparation. Handled approximately 30-50 incoming calls and emails per day, Researched various reference material to provide an accurate answer to the customer question.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Identified and resolved discrepancies and errors in customer accounts.
Team Lead (Detail)
Internal Revenue Service
06.2019 - 11.2019
- Coaching team member's and answer technical questions
- Effectively perform duties that was assigned by management
- Review team members work to ensure referrals, emergency inventory is accurately routed and closed
- Creative ability to effectively teach, instruct and coached
Contact Representative
Internal Revenue Service
10.2001 - 08.2019
- Assigned to the toll-free system, I courtesy, professionally, and efficiently, interact with American Taxpayer's, Authorized Representatives with various Tax Law and Individual Account questions
- Handle inquires on a day to day basis for the results of a one stop shop
- Actively listening, targeting, and paraphrase to gain confirmation and understanding to arrive at resolution
- Exhibit strong communication and critical thinking skills, patience, empathy, possessing a smile, and voice control, is a must in my role
- Review and analyze accounts to establish Installment Agreements, answer refund questions, and adjust accounts in reference to math errors
- Educate taxpayers on the importance to meet Federal Tax Obligations and remain in Full Compliance.
Tier I Support Specialist/Technician (Detail)
Internal Revenue Service
01.2015 - 08.2015
- Offered level 1 support for hardware, software, and computer network problems as submitted to Help Desk Ticketing System, support calls, emails, and support via Remote tools
- Updated pertinent resolution information and procedures into knowledge base
- Managed site wide PC deployment of 600 workstations
- Migrated workstation images using HP Altiris Deployment Solution
- Configured, formatted, and maintained PC desktops, laptops, local printers, peripheral devices, and associated software.
Education
Information Technology (Help Desk Support) -
Southwestern Illinois College
Belleville, IL05.2013
High School Diploma -
Lincoln Sr. High School
East St. Louis, IL05.1994
Skills
- Leadership Skills
- Technical Support
- Strong Problem-Solving Skills
- Time Utilization
- Work Independently
- Multitasking
- Excellent Communication Skills
Timeline
Retail Customer Service Associate
Macys Department Store
05.2022 - Current
WFH Customer Service Specialist
LiveOps
03.2020 - 04.2022
Team Lead (Detail)
Internal Revenue Service
06.2019 - 11.2019
Tier I Support Specialist/Technician (Detail)
Internal Revenue Service
01.2015 - 08.2015
Contact Representative
Internal Revenue Service
10.2001 - 08.2019
Information Technology (Help Desk Support) -
Southwestern Illinois College
High School Diploma -
Lincoln Sr. High School
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