Summary
Overview
Work History
Education
Skills
Timeline
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Samantha Murphy

Davenport,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Sales Representative

Concentrix
Lake Mary, FL
05.2022 - Current
  • Answered inquiries from prospective customers regarding features of products and services offered.
  • Identified opportunities for cross-selling additional products and services.
  • Demonstrated product features to align with customer needs.
  • Provided technical support for customers using the company's products or services.
  • Developed key customer relationships to increase sales.
  • Improved overall customer purchasing experiences to promote steady revenue.
  • Contacted new and existing customers to outline benefits of products.
  • Answered store and merchandise questions and led customers to wanted items.
  • Performed regular follow-ups with prospects to close deals in a timely manner.
  • Adhered to company initiatives and achieved established goals.
  • Adhered to established policies and procedures when handling customer accounts.
  • Analyzed customer feedback to improve products and services.
  • Greeted customers to determine wants or needs.

Call Representative

Orlando Vacation Hotels
Orlando, FL
11.2021 - 05.2022
  • Maintained contact with customers to request referrals.
  • Updated customer records in CRM to document interactions.
  • Interpreted, audited and reconciled reports for accuracy or completeness.
  • Evaluated customer relationships to streamline operational efficiencies resulting in highest quality of service.
  • Escalated complex matters to management to request information or appropriate action to resolve.
  • Attended training to stay up to date with new products and service offerings.
  • Answered inbound customer service calls to assist with questions, concerns or problems.
  • Recognized and documented trends in customer calls to facilitate process improvements.
  • Developed understanding of client's business and supported procedures and adherence to service agreements.
  • Leveraged scripts and other resources to answer questions and direct to appropriate resources.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Educated customers about billing, payment processing and support policies and procedures.

Hostess/Takeout/Server

Kobe Steaks Japanese Restaurant
Orlando, FL
06.2020 - 08.2021
  • Cultivated positive guest relations by managing information and orchestrating speedy seating.
  • Assigned patrons to tables suitable for needs and restaurant section rotation.
  • Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
  • Maintained customer satisfaction and increased drink sales by directing customers to bar area while waiting for tables.
  • Recorded available tables after seating each party using specialized seating software.
  • Prepared artistic menu boards highlighting current specials and promotions using eye-catching decorative techniques.
  • Assisted FOH and BOH staff with preparing for events to coordinate smooth execution to maximize guest satisfaction.
  • Assessed large restaurant and lounge according to state and federal cleanliness standards.
  • Governed dining area with natural leadership talents and organizational strategies focused on balancing guest and business needs.
  • Routinely supported other areas of restaurant by answering telephones and completing financial transactions for other staff members.
  • Documented reservations, alerted servers and managers of large groups and prepared seating.
  • Kept detailed payment records throughout shift to complete cash and card payments.
  • Maintained highly loyal clientele by delivering unparalleled service at every stage of restaurant dining experience.
  • Supported servers, food runners and bussers with keeping dining area ready for every guest.
  • Used cash registers and credit card machines to cash out customers.

Kitchen Manager

Chipotle
Orlando, FL
02.2019 - 06.2020
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
  • Delegated food preparation duties down to cooks and followed up with cooks to verify proper preparation and production of meals.
  • Checked and tested foods to verify quality and temperature.
  • Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
  • Developed kitchen staff through training, disciplinary action and performance reviews.
  • Conducted daily checks of refrigerators and freezers to verify proper food storage, container labeling and surface cleaning.
  • Scheduled and received food and beverage deliveries, adhering to food cost and budget.
  • Wiped down counters using sanitizing spray to prevent cross-contamination among food items.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Followed standardized recipes set by Chef for production of breakfast, lunch and dinner meals.
  • Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
  • Motivated staff to perform at peak efficiency and quality.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
  • Verified prepared food met standards for quality and quantity before serving to customers.

Cashier/Bagger

Publix Grocery Store
Orlando, FL
07.2015 - 02.2019
  • Restocked and organized merchandise in front lanes.
  • Helped customers complete purchases, locate items and join reward programs.
  • Answered questions about store policies and addressed customer concerns.
  • Monitored self-checkout systems and provided assistance or intervention where required.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Checked identification for proof-of-age for alcohol and tobacco sales.
  • Collected and authorized payments of guests.
  • Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.

Education

GED -

Olympia High School
Orlando, FL
08.2019

Skills

  • Customer Data Confidentiality
  • Responding to Difficult Customers
  • Efficient and Detail-Oriented
  • Verbal and Written Communication
  • Multitasking and Prioritization
  • Upbeat and Positive Personality
  • Understanding Customer Needs
  • Building Customer Trust and Loyalty
  • Order and Refund Processing
  • Creative Problem Solving
  • Calm and Professional Under Pressure
  • POS Systems and Ordering Platform
  • Customer Service Industry Knowledge

Timeline

Sales Representative

Concentrix
05.2022 - Current

Call Representative

Orlando Vacation Hotels
11.2021 - 05.2022

Hostess/Takeout/Server

Kobe Steaks Japanese Restaurant
06.2020 - 08.2021

Kitchen Manager

Chipotle
02.2019 - 06.2020

Cashier/Bagger

Publix Grocery Store
07.2015 - 02.2019

GED -

Olympia High School

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Samantha Murphy