Samantha Perryman
Gainesville,FL
Summary
Dynamic customer service manager with a proven track record at America Best Value Inn, enhancing guest satisfaction through effective problem-solving and team leadership. Skilled in training and mentoring staff, I excel in customer relations and time management, driving operational efficiency and fostering a collaborative environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Forklift Operator
Fed Ex Ground
Orlando, FL
04.2019 - 05.2024
- Operated forklifts safely to transport freight within warehouse environment.
- Inspected equipment daily to ensure operational safety and compliance with regulations.
- Loaded and unloaded packages efficiently, minimizing damage and ensuring timely deliveries.
- Maintained accurate inventory records using warehouse management systems.
- Followed safety protocols rigorously, contributing to a safe working environment for all employees.
- Safely loaded and unloaded trucks using appropriate forklift attachments, reducing the risk of accidents or injuries.
- Kept warehouse clean and organized by removing debris and returning unused pallets to designated areas.
- Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
- Transported goods between warehouse locations according to shipment and storage needs.
Cleaning Assistant
Mr Bubbles
Orlando, FL
05.2016 - 01.2019
- Performed routine cleaning tasks to maintain cleanliness and hygiene standards.
- Assisted in inventory management of cleaning supplies and equipment.
- Collaborated with team members to ensure efficient workflow during peak hours.
- Adapted to various cleaning techniques based on different surfaces and spaces.
- Supported training of new staff on safety protocols and cleaning procedures.
- Monitored compliance with health and safety regulations within the workplace.
- Mopped and vacuumed floors to remove residue and restore finished appearance.
- Used time management and efficient cleaning methods to meet deadlines.
- Wiped windows, tables and other surface areas to eliminate dust and residue and increase aesthetic value.
- Scrubbed and sanitized toilets and trash cans to maintain healthy environment.
- Handled equipment, chemicals, and materials properly and with caution.
- Performed deep-cleaning tasks on carpets, upholstery, and hard floors using specialized equipment and techniques for optimal results.
- Contributed to a safe working environment by adhering to safety protocols during all tasks, reducing workplace accidents.
- Removed rubbish from trash receptacles, disposing of waste in specified areas to eliminate risk of pests.
Front Desk Supervisor
Ramada Plaza Hotel & Oasis Convention Center
Charlotte, NC
05.2015 - 02.2018
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored team members on customer service standards and hotel policies.
- Managed room assignments, optimizing occupancy rates and guest satisfaction.
- Resolved guest inquiries and complaints promptly to enhance overall experience.
- Collaborated with housekeeping and maintenance departments to ensure room readiness.
- Coordinated scheduling for front desk staff to maintain adequate coverage during peak times.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
Customer Service Representative
Wells Fargo
Charlotte, NC
01.2015 - 03.2017
- Resolved customer inquiries and issues efficiently via phone, email, and chat channels.
- Assisted customers with account management, transaction processing, and service-related requests.
- Maintained accurate records of customer interactions and transactions in internal systems.
- Collaborated with team members to improve customer satisfaction through proactive communication.
- Educated customers on product features and services to enhance their banking experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
DSW Call Center
Charlotte, NC
03.2011 - 2014
- Identified opportunities for process improvements to streamline service delivery operations.
- Provided training and support to new representatives on company policies and procedures.
- Led initiatives to enhance team performance and drive overall service excellence standards.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Manager
America Best Value Inn
Alachua, FL
04.2022 - Current
- Managed customer inquiries and resolved complaints to enhance guest satisfaction.
- Oversaw staff training programs to improve service quality and operational efficiency.
- Implemented feedback systems to gather guest insights for continuous improvement.
- Developed and maintained standardized operating procedures for front desk operations.
- Coordinated scheduling and staffing to ensure optimal coverage during peak hours.
- Established relationships with vendors to streamline supply chain processes for hotel amenities.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Education
Bachelor of Science - Business Administration
University of Phoenix
Tempe, AZ04.2012
Skills
Customer service
Problem-solving
Microsoft outlook, word, and Excel
Customer focused
Customer relations
Time management
Training and mentoring
Decision-making
Cash handling
Team building and leadership
Customer relationship management (CRM)
Exceptional telephone etiquette
Quality assurance
Handling escalations
Certification
Forklift
Timeline
Customer Service Manager
America Best Value Inn
04.2022 - Current
Forklift Operator
Fed Ex Ground
04.2019 - 05.2024
Cleaning Assistant
Mr Bubbles
05.2016 - 01.2019
Front Desk Supervisor
Ramada Plaza Hotel & Oasis Convention Center
05.2015 - 02.2018
Customer Service Representative
Wells Fargo
01.2015 - 03.2017
Customer Service Representative
DSW Call Center
03.2011 - 2014
Bachelor of Science - Business Administration
University of Phoenix