Hi, I’m
SAMANTHA MCDONELL
Gasport,NY
Summary
Professional, Organized and always ready to learn something new to advance my career.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
years of professional experience
1
Certification
Work History
Velocitii
Customer Service Executive
03.2023 - Current
Job overview
- Escalated complex issues to senior staff for further assistance.
- Handled customer transactions and processed orders with attention to detail.
- Resolved issues by providing accurate information and guidance.
- Assisted customers with inquiries and complaints through phone and email communication.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Described product and service details to customers to provide information on benefits and advantages.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other customer service managers.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Dr.Stahls
Medical Receptionist
05.2022 - 02.2023
Job overview
- Expedited outstanding service to 200+ patients weekly during all points of patient contact
- Scheduling patients' appointments using Medent on phone and in person
- Interpreting the patients' medical insurance policy and coverage
- Helping patients understand their medical coverage
- Directing 20+ patient calls daily while completing other tasks at hand
- Maintaining 100% compliance with HIPAA and other industry related laws
- Updating patient information and answering all patients' questions to the best of my abilities
- Received and processed payments for Co-payments
- Patients were always very satisfied with how professional I was, also how I always go above and beyond to help them
Homemaker
10.2018 - 05.2022
Job overview
- A self-starter with the ability to anticipate, organize and execute all tasks required in a multi-person household
- A strategic thinker who can effectively communicate and gain buy-in with all stakeholders
- Maintained records
- Scheduled many events and appointments
Niagara Frontier Equipment Sales
Front Desk Receptionist
05.2015 - 10.2018
Job overview
- Assisted sales team and service department with overall customer satisfaction
- Greeted and welcomed guest
- Handled all incoming calls on a multi-line system, passed messages to all appropriate personal
- Filed paperwork and went over invoices to file and check correct balances
- Posted sales equipment online for the company to reach other people looking for equipment
- Took battery inventory and ordered batteries for our parts department
- Did any miscellaneous tasks I was asked
- Customers would say how I'm professional and caring
- I always go above and beyond for my customers
Education
ROYALTON HARTLAND HIGH SCHOOL
HIGH SCHOOL GRADUATE
06.2014
University Overview
Was a hard-working student, did really well in Math and Participation in Government.
Skills
- Core Competencies in Tech
- Problem Solving
- Time Management
- Customer Service
- Organized
- Professional
- Willing to learn
- Customer relationship management
- Customer engagement
- Online chat and email
- Presentation skills
- Relationship building
- Call center experience
- Team training and development
- Appointment coordination
- Issue escalation
- Payment management
- Troubleshooting
- Technical support
- Call control
- Customer retention
- Documentation and notes
- Company policy adherence
- Account management
- Employee performance management
- Customer outreach
- Computer skills
- Problem-solving abilities
- Customer service
- Understanding customer needs
- Microsoft office
- Sales and upselling
- Calm and professional under pressure
- Quality control
- Active listening
- Data entry
- Data management
- Inbound call management
- Process improvement
- Employee coaching
- Remote office availability
- Calm under pressure
- Service upselling
- Staff education and training
- Database management
- Billing adjustments and refunds
- Account updates
- Call documentation
- Product education
Accomplishments
- Supervised team of 10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- We awarded multiple times for my hard work and core values.
Certification
- Certified Customer Service Professional (CCSP) - National Customer Service Association.
- Salesforce Certified Administrator - Salesforce
Timeline
Customer Service Executive
Velocitii
03.2023 - Current
Medical Receptionist
Dr.Stahls
05.2022 - 02.2023
Homemaker
10.2018 - 05.2022
Front Desk Receptionist
Niagara Frontier Equipment Sales
05.2015 - 10.2018
ROYALTON HARTLAND HIGH SCHOOL
HIGH SCHOOL GRADUATE
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