Samantha Ott

Answer incoming calls from 50 different offices in a professional manner and multitasking during calls

Experience in working overnight shifts

Knowledge in Wellsky, Excel and Nextiva

Cancel, add and or modify care giver shifts in Wellsky

Hippa certified

Effectively find coverage for any cancelled shifts by calling other caregivers listed in Wellsky

Complete caregiver tasks and document shift notes

Follow up on missed clock ins by reaching out to caregivers and helping them clock in or out

Document client and or caregiver inquiries and ensure they are followed up on

• Utilized Cloudcords scheduling system to create weekly schedules for 15+ employees. Managed peak times and understood forecasting to effectively schedule for customer needs and employee tasks.
• Created and maintained a secondary staff schedule to be prepared for employee call outs, emergencies and unexpected branch needs.
• Scheduled monthly employee one on one’s to review branch data, customer experience surveys and productivity.
• Created schedules for in branch partners to host meetings, trainings and morning huddles.
• Maintained a flexible work schedule with an expectation of being on call during holidays and peak times to cover my branch and other branches in our district.
• Managed incoming calls by coaching and implementing strict call processes and multi tasking behaviors.
• Managed a 1500 plus book of business which consisted of making ten calls minimum per day with a focus of making customer appointments.
• Increased branch profitability by implementing cost-saving measures and optimizing resource allocation.
• Enhanced customer satisfaction rates by streamlining processes and improving staff training programs.
• Developed and executed strategic growth plans for expanding the branch''s market share and client base.
• Managed daily operations while maintaining a high level of efficiency, productivity, and customer service.
• Built strong relationships with key clients, resulting in increased loyalty and repeat business.
• Led a diverse team to achieve sales targets through proactive coaching, mentoring, and performance management.
• Collaborated with senior management to develop branch-specific goals aligned with company objectives.
• Optimized branch operations by regularly analyzing financial reports and identifying areas for improvement.
• Introduced new products and services tailored to the unique needs of the local market, driving competitive differentiation.
• Ensured regulatory compliance by keeping abreast of industry developments, updating policies as necessary, and conducting regular audits.
• Fostered a culture of continuous improvement by encouraging staff feedback and incorporating suggestions into operational enhancements.
• Maintained a secure environment for customers'' assets by implementing robust risk management procedures and controls.
• Boosted employee morale through effective communication, recognition initiatives, and opportunities for career development.
• Streamlined workflow processes to increase operational efficiency without compromising on service quality or delivery speed.
• Volunteered within the community and is a member of the business chambers of commerce.

• Increased loan portfolio growth by identifying client needs and recommending appropriate financial products.
• Managed a 800 plus book of business with an expectation of making ten outbound calls per day to achieve in branch customer appointments.
• Familiar with having to be on call to unexpectedly help staff other branches in our district and provide the same customer experience to those branch customers.
• Managed high-net-worth clients, ensuring their financial goals were met with tailored banking services.
• Streamlined account opening processes for improved efficiency and reduced waiting times.
• Enhanced customer satisfaction by providing personalized banking solutions and prompt service.
• Strengthened client relationships through consistent follow-ups and proactive communication.
• Collaborated with branch team members to ensure seamless execution of daily operations and optimal customer experience.
• Mentored junior personal bankers, sharing industry knowledge and best practices for career development.

• Assisted teller manager in creating schedules for tellers and ensuring proper scheduling was done four weeks in advanced.
• Improved customer satisfaction by providing efficient and accurate transaction processing.
• Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
• Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
• Assisted customers with account inquiries, resolving issues promptly and professionally.
• Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
• Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
• Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
• Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
• Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
• Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
• Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
• Provided training to new tellers on bank procedures, systems, and customer service best practices.

• Boosted customer satisfaction by implementing innovative bar management strategies.
• Ensured I was available when I was on call, during high traffic times, holidays and weekends.
• Enhanced team productivity through effective scheduling and task delegation.
• Streamlined inventory management for optimal stock levels and reduced waste.
• Increased revenue with creative marketing initiatives and promotional events.
• Developed strong relationships with suppliers, negotiating favorable terms and pricing.
• Mentored and trained staff members to ensure exceptional customer service standards.
• Collaborated with kitchen team for seamless integration of food and beverage offerings.
• Created a welcoming atmosphere, fostering a loyal customer base and repeat business.
• Safeguarded compliance with health, safety, and sanitation regulations in all operations.
• Implemented cost control measures to maximize profit margins without compromising on quality or service levels.
• Handled conflict resolution among staff members promptly and professionally, maintaining a positive work environment.
• Oversaw maintenance tasks for the bar area, ensuring a clean and safe environment for patrons at all times.
• Closed out cash register and prepared cashier report at close of business.
• Kept alcoholic beverages well-stocked and organized to meet expected demands.
• Consulted with managers to organize special events and promotions.