Samantha Peters
Jacksonville
Summary
Dynamic customer service professional with extensive experience at Venus Fashion inc and Blue Cross and Blue Shield, adept at resolving inquiries and enhancing satisfaction. Proven ability to implement process improvements and train new representatives. Skilled in data entry and maintaining professionalism under pressure, fostering loyalty through empathetic communication and effective problem-solving.
Overview
16
16
years of professional experience
Work History
Customer Care Representative
Venus Fashion
01.2016 - 11.2025
- Resolved customer inquiries through various channels, enhancing overall satisfaction.
- Assisted in processing returns and exchanges, ensuring smooth transactions for customers.
- Collaborated with team members to maintain accurate product knowledge and inventory levels.
- Utilized CRM software to track customer interactions and improve service efficiency.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Handled escalated complaints professionally, maintaining positive customer relationships.
- Educated customers on product features and benefits, facilitating informed purchasing decisions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Customer Service Representative
Blue Cross and Blue Shield
01.2014 - 12.2015
- Resolved customer inquiries through multiple channels, ensuring timely and effective communication.
- Implemented process improvements that enhanced service delivery and increased customer satisfaction.
- Trained and mentored new representatives, promoting consistent service quality across the team.
- Analyzed customer feedback to identify trends and recommend actionable solutions to management.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Sales Associate
Metro Pcs
03.2010 - 10.2014
- Assisted customers with product selection and provided exceptional service to enhance satisfaction.
- Managed inventory levels, ensuring accurate stock counts and timely replenishment of products.
- Executed daily sales transactions efficiently using point-of-sale systems and software.
- Trained new associates on sales techniques, product knowledge, and customer engagement strategies.
Education
Medical Assistant
Concorde Career Institute
Jacksonville, FLHigh School Diploma -
Fletcher High School
Jacksonville, FL06.2005
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
Timeline
Customer Care Representative
Venus Fashion
01.2016 - 11.2025
Customer Service Representative
Blue Cross and Blue Shield
01.2014 - 12.2015
Sales Associate
Metro Pcs
03.2010 - 10.2014
Medical Assistant
Concorde Career Institute
High School Diploma -
Fletcher High School