SAMANTHA MCCALLA-BARES
Orlando,FL
Summary
Results-driven, high-performing and passionate Customer Service Professional. Well-versed in directing personnel, all while working in fast-paced call center environment. Believes in providing excellent customer service without compromising service or quality. Proven ability to establish a rapport with customers and exceed company expectations. Motivated to maintain customer satisfaction and contribute to the company’s success.
Overview
10
10
years of professional experience
Work History
Customer Service Coordinator III
Ultimate Kronos Group
08.2020 - Current
- Promote a world class customer experience and culture by serving as a liaison between the Global Support team and customers.
- Maintain high-level knowledge of extensive UKG product suite.
- Adhere to standard operating procedures and policies
- Answer inbound calls to create a case/ticket and dispatch to proper queues.
- Handle difficult or sensitive customer situations in a professional manner.
- Monitor the customer self-ticket creation queue
- Reach out to on-call technicians for urgent customer issues.
National Accounts HCM Benefits Consultant
Automatic Data Processing, ADP
01.2019 - 02.2020
- Primary Benefit Consultant for several clients implemented under the Human Capital Management pillar.
- Problem solve systematic issues by analyzing the system to determine gaps in functionality as compared to client plan rules.
- Research and resolve complex employee benefit problems and questions.
- Manage the workflow (both manual and electronic) to ensure that benefit transactions are accurately processed.
- Take a proactive approach to establish systematic processes and procedures that will reduce or eliminate errors.
- Lead projects utilizing standard project management disciplines.
- Daily interactions with team members, third-party providers, external vendors and client contacts to ensure seamless process delivery.
- Quality assurance completed by executing test plans to ensure accurate client plan rules.
Randstad Supervisor
Randstad At Alight Solutions
08.2018 - 01.2019
- Track, analyze, and document results on individual/team level performance and established necessary action plans to remediate issues that impacted goal attainment.
- Responsible for coaching, development, and supervision of customer service representatives.
- Provide feedback, motivation and guidance to aid representatives in attaining their key measures of success.
- Provide feedback regarding performance issues and make recommendations on applicable training opportunities.
Customer Service Lead
Charter Communications, Spectrum
12.2013 - 05.2018
- Provide guidance and supervision of 100 + call center employees.
- Administrative support to the management team, ensuring the department operated effectively and efficiently.
- Guide and motivate team members towards achievement of individual, departmental, organizational goals.
- Train/Coach employees as needed on process and quality standards.
- Review and provide resolutions to corporate escalation complaints submitted to the Federal Communications Commission (FCC).
Education
High School Diploma -
Lake Gibson High School
Lakeland, FL06.2010
Skills
- Team Leadership
- Customer Relationship Management (CRM)
- Multitasking and Organization
- Handling Escalations
- Priority management
- Call Monitoring
- Recordkeeping strengths
- Training and mentoring
- Quality Control
- Complaint resolution
Timeline
Customer Service Coordinator III
Ultimate Kronos Group
08.2020 - Current
National Accounts HCM Benefits Consultant
Automatic Data Processing, ADP
01.2019 - 02.2020
Randstad Supervisor
Randstad At Alight Solutions
08.2018 - 01.2019
Customer Service Lead
Charter Communications, Spectrum
12.2013 - 05.2018
High School Diploma -
Lake Gibson High School
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