SAMANTHA NIEVES
EAST STROUDSBURG,PENNSYLVANIA
Summary
To secure a fulltime, challenging position, utilizing my extensive, hands on work experience, with the opportunity for career advancement. Innovative professional in workforce training and development, known for high productivity and efficiency in task completion. Possess specialized skills in instructional design, employee engagement strategies, and performance assessment tools. Excel using communication, adaptability, and leadership to foster learning environments that promote growth.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Lead Trainer
LEXINGTON PLASTIC SURGEONS
New York, NY
11.2020 - Current
- Manage 10 call center representatives within eight locations in all aspects of call center operations.
- Interview and train new staff members, delegate work responsibilities, and ensure timely execution of tasks.
- Supervise up to 450 calls daily, assisting existing and prospective patients with scheduling appointments, including initial, rescheduling, and follow-up care.
- Maintain ongoing communication with registered nurses regarding patient requests, and coordinate telehealth services on behalf of patients.
- Follow up with patient website inquiries and respond to service-related questions, successfully scheduling initial consultations with surgeons.
- Maintain ongoing communication with internal principals and interdepartmental staff members, prioritize, and manage multiple projects simultaneously.
- Utilize an independent initiative with exceptional verbal and written abilities, and interpret and apply company policies and procedures.
- Answer to call center manager and assist with emergent assignments upon request.
- Attend staff meetings, workshops, and quality assurance meetings.
- Comply with all HIPAA guidelines and demonstrate a professional level of confidentiality in regard to all patient/practice affairs.
- Display a proficient, versatile demeanor in a diverse body of circumstances, effectively contributing to the expedient resolution of patient/practice challenges.
- Provided feedback to participants regarding their performance during the training sessions.
- Assisted with the development of learning objectives and course outlines for each training session.
- Facilitated problem solving workshops designed to improve team dynamics among employees.
- Conducted needs assessments to determine training requirements and identified gaps in performance.
- Monitored participant progress through post-training surveys, interviews and focus groups.
- Delivered classroom lectures and facilitated group discussions on topics related to the training program.
- Ensured compliance with applicable laws, regulations and policies pertaining to safety, health and environmental protection.
- Adapted existing curricula based on changes in technology or industry standards.
- Managed multiple projects simultaneously while ensuring quality standards were met.
- Coached staff members on best practices for delivering effective instruction techniques.
- Advised senior management about potential improvements that could be made to current training processes or systems.
- Developed training plans, e-learning materials, handouts, job aids, and audio-visual presentations and coordinated material distribution for each course.
Call Center Representative
J CLUB
Lindenhurst, NJ
12.2014 - 09.2020
- Answered 300 inbound calls daily, responding to customer inquiries within this retail clothing and accessory store for men, women and children
- Facilitated new orders, exchanges and returns of merchandise, and assisted with selection of items based on sizing, fabric and personal preference of customers
- Implemented marketing and promotional strategies for increased sales; monitored current sales trends, economic indicators and competitors' pricing; and developed sales action plans accordingly
- Assisted clients with special order merchandise, establishing long term, lucrative relationships with customers
- Ensure availability of retail items within designated timeframes of order launch dates
- Answered email and website inquiries, consistently implementing innovative financial and organizational directives to protect company assets and escalate sales margins
- Answered directly to call center manager and assisted with time sensitive projects
- Demonstrate a professional level of integrity, honesty and amiability regarding all company and customer affairs.
Account Service Representative
SPRINT
Elmsford, NY
06.2010 - 08.2013
- Assisted up to 375 Sprint customers monthly with the resolution of technical and service-related challenges.
- Utilized various resources for the achievement of goals, including information technology, networking, and inter-departmental communication.
- Developed a collaborative working environment, fundamental to the success of customer service and day-to-day operations.
- Responded to customer inquiries, requests, and complaints; troubleshot and resolved billing discrepancies; and made account adjustments as deemed necessary.
- Served as a product representative and implemented various customer retention directives and resolution strategies, while mindful of contractual upgrades and additional service initiatives.
- Provided direct support in the promotion of new products, enhancing the quality of existing marketing efforts.
- Consistently demonstrated a vast knowledge of both Sprint and competitors' products, service availability, and pricing options, significantly increasing rate of retention by more than 15%.
- Answered directly to department supervisor, attended seminars and workshops, and consistently maintained a broad knowledge of new and existing products, company programs, policies, and operational procedures.
- Utilized exemplary oral and written abilities and provided customers with amiable service and prompt response time.
- Demonstrated a professional level of confidentiality in regard to all customer/company affairs.
Education
Diploma - Academic
Theodore Roosevelt High School
Bronx, NYSkills
- Exemplary leadership/interpersonal skills
- Troubleshooting and problem resolution
- Collaboration/independence
- Oral and written proficiency
- Cultural diversity
- Computer literate
- Mentoring abilities
- Training Needs Analysis
- Learning Management Systems
- Team Management
- Organizational Leadership
- Data Analytics
- Technical training
- Lesson Planning
- Developing lesson plans
- Designing teaching aids
- Employee Onboarding
- Assigning Work
Certification
- New York Banking Institute, Teller
- American Heart Association, CPR/AED (pediatric and adult)
Awards
Sprint, Outstanding Service: (successfully exceeding monthly quota of consumer calls)
References
Available upon request
Timeline
Lead Trainer
LEXINGTON PLASTIC SURGEONS
11.2020 - Current
Call Center Representative
J CLUB
12.2014 - 09.2020
Account Service Representative
SPRINT
06.2010 - 08.2013
Diploma - Academic
Theodore Roosevelt High School
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