Samantha Lee

• Created help desk tickets, troubleshot and resolved desktop issues.
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Answered questions and provided information to customers about new software or hardware.
• Offered new customers training to reduce frustration and improve customer satisfaction.
• Provided technical support to business clients.

• Resolved problems, improved operations and provided exceptional service.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Prepared variety of different written communications, reports and documents.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Worked with customers to understand needs and provide excellent service.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Adhered to social distancing protocols and wore mask or face shield.
• Participated in team-building activities to enhance working relationships.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Used coordination and planning skills to achieve results according to schedule.
• Maintained energy and enthusiasm in fast-paced environment.

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services and company information.
• Processed customer adjustments to maintain financial accounts.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Updated account information to maintain customer records.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

• Provided Tier 1 IT support to non-technical internal users through desk side support services
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
• Monitored systems in operation and quickly troubleshot errors
• Explained security measures in simple terminology to help users understand malware and phishing threats
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Researched product and issue resolution tactics to address customer concerns
• Submitted service tickets for equipment maintenance requests

• (801) 984-9502 - Contact Dawn Supervisor
• Provided primary customer support to internal and external customers in fast-paced environment.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Responded to customer requests for products, services and company information.
• Devised solutions to operations issues related to AdvancedMD, working closely via phone, email, live chat and web teleconference.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

• I worked as a hotel reservation specialist for Extended Stay America Hotels.
• My duties included making reservations, checking availability and pricing.
• Went over policies, procedures, and details about their reservation.
• Provided primary customer support to internal and external customers in fast-paced environment.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Responded to customer requests for products, services and company information.
• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with up to 30+ calls in queue per minute.

• My duties included helping customers with enrolling in a health insurance plan through the Marketplace.
• I learned a lot about health insurance here including definitions to insurance terms, 1095 forms, and Medicaid.
• Provided primary customer support to internal and external customers
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Answered customer telephone calls promptly to avoid on-hold wait times
• Responded to customer requests for products, services and company information
• Processed customer adjustments to maintain financial accounts
• Offered advice and assistance to customers, paying attention to special needs or wants

• Used Microsoft Word and other software tools to create documents and other communications
• Used coordination and planning skills to achieve results according to schedule
• Managed team of employees, overseeing hiring, training and professional growth of employees
• Maintained excellent attendance record, consistently arriving to work on time
• Successfully maintained clean, valid driver's license and access to reliable transportation
• Conducted research, gathered information from multiple sources and presented results
• Proved successful working within tight deadlines and fast-paced atmosphere
• Improved operations through consistent hard work and dedication
• Adhered to social distancing protocols and wore mask or face shield
• Identified issues, analyzed information and provided solutions to problems
• Received and processed stock into inventory management system
• Participated in team-building activities to enhance working relationships
• Prepared variety of different written communications, reports and documents
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
• Developed and maintained courteous and effective working relationships
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
• Exceeded goals through effective task prioritization and great work ethic
• Demonstrated respect, friendliness and willingness to help wherever needed
• Carried out day-to-day duties accurately and efficiently
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately

• Created successful work schedules for each team member to maintain deadlines and fully staff shifts
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Provided primary customer support to internal and external customers
• Monitored workflow to improve employee time management and increase productivity
• Tracked and prepared quarterly reports to present to leadership
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
• Organized contests and established goals to optimize productivity and improve employee morale
• Evaluated employee performance and coached and trained to improve weak areas
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
• Identified individual employee's unique work styles and adapted management methods
• Monitored expenditures to mitigate risk of overages
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference
• Recommended products to customers, thoroughly explaining details
• Answered customer telephone calls promptly to avoid on-hold wait times
• Maintained compliance with company policies, objectives and communication goals
• Offered advice and assistance to customers, paying attention to special needs or wants
• Repaired equipment to keep jobs moving smoothly, informing maintenance department of major machinery failures
• Collected and analyzed customer information to prepare product or service reports
• Prepared, calibrated and monitored production levels to achieve targets
• Clarified customer issues and determined root cause of problems to resolve product or service complaints
• Worked with management team to implement proper division of responsibilities
• Recorded account information to open new customer accounts
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently
• Answered product and service questions, suggesting other offerings to attract potential customers
• Developed training, task and process guidelines and communicated clear and concise directions to employees
• Defined operational metrics to evaluate efficiency of processes and procedures
• Conducted employee evaluations to provide feedback and set expectations for future job performance
• Processed customer adjustments to maintain financial accounts
• Responded to customer requests for products, services and company information
• Conducted routine inspections to check quality and compliance with established specifications
• Achieved results by working with staff to meet established targets
• Delegated high volumes of work to empower team, build trust and assist with professional development
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs
• Set overall vision and provided team leadership
• Interviewed, hired and trained new employees for production positions
• Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures
• Updated account information to maintain customer records
• Coordinated employee schedules to keep pace with business needs and meet company demands
• Streamlined operations to improve process efficiency
• Revitalized operational structures and procedures to successfully control turnover and waste, enhance output and boost overall quality

• I worked here as a store attendant mainly did cashiering, but I also stocked the shelves and cooler, cleaned bathrooms, and maintained the store.
• Processed POS transactions, including cash, debit and credit purchases or refunds.
• Reviewed and resolved differences between accounting information and cash drawer.
• Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
• Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
• Restocked, arranged and organized merchandise in front lanes to drive product sales.
• Requested official identification for tobacco and alcohol purchases and verified details, consistently meeting strict legal standards of underage sales.
• Counted cash in register drawer at beginning and end of shift.
• Educated customers on promotions to enhance sales.
• Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
• Worked closely with my manager to solve problems and handle customer concerns.
• Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
• Checked prices for customers and processed items sold by scanning barcodes.
• Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
• Organized and reported on financial information to document payment histories and assist with sound financial accounting.
• Assisted customers by answering questions and fulfilling requests.
• Mentored new team members on POS system operation, customer service strategies and sales goals.
• Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
• Used cash registers and POS systems to request and record customer orders and compute bills.
• Answered questions about store policies and concerns to support positive customer experiences.

• I worked here as a marketing agent.
• My job was to call insurance agents and offer them buy/sell opportunities with our company, and I would ask them qualifying questions and try to convince them to talk to our clients.
• I also helped train and supervise agents and I learned how to master being assertive yet polite with this job.
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
• Enhanced training programs to strengthen employee knowledge and promote new managers from within.
• Delegated tasks to others on grooming team.
• Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.
• Measured team performance and reported metrics to leadership team members.
• Interviewed, hired and trained new employees for call center positions.
• Built, managed and coached insourced and outsourced team, implementing training programs to improve efficiency and productivity.

Attended here for a year in, in the medical field I took classes on CNA, Medical assisting, and phlebotomy. I do plan on finishing my degree in the near future but I am not currently a student. Skills/Tools - Computer Literate and Internet knowledgeable -Over 5 years of cashier and cash handling experience - Over 10 years of childcare experience - Microsoft Word, Windows, Dream Weaver, Excel, and PowerPoint knowledgeable -Over 7 years of sales and telemarketing experience - Over 10 years of phone and customer service experience - Tech support and sales specialist experience