Samantha Loving
Fairview Heights,IL
Summary
I’m a dedicated and motivated individual who appreciates the importance of maintaining customer satisfaction as it contributes to your company success. My successes include my proven ability to establish rapport and exceed customer satisfaction. I’m described by others as being reliable and driven with strong time management and prioritization abilities.
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.
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.
Team Lead (Detail)
Internal Revenue Service
11.2019 - 06.2019
- 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 coach
- Actively participated in meetings by listening and providing feedback to management and co-workers
- Led team meetings and served in a management role when asked upon
- Professionally conduct mini session and offer helpful suggestions, techniques, and references to team members
Tier I Support Specialist/Technician (Detail)
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
- Provided technical support to internal users regarding application with highly sensitive data
- 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
- Computer Literate
- Goal-orientated
- Leadership Skills
- Detail-focused
- Critical Thinking
- Technical Support
- Strong Problem-Solving Skills
- Time Utilization
- Phone Support
- Work Independently
- Multitasking
- Excellent Communication Skills
- Writing Skills
- Customer Support
- Soft Skills
Timeline
Retail Customer Service Associate
Macys Department Store
05.2022 - Current
Team Lead (Detail)
Internal Revenue Service
11.2019 - 06.2019
Tier I Support Specialist/Technician (Detail)
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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