Samantha Quinn
Luzerne,PA
Summary
Highly organized and detail oriented customer service professional with a proven ability to prioritize tasks, manage high workloads, and meet performance goals in fast paced environments. Adept at handling large volumes of work efficiently, ensuring accuracy, and maintaining compliance with policies. Flexible and willing to work overtime and weekends to exceed expectations and hit quotas. Strong communicator with a track record of resolving complex customer inquiries and improving workflow efficiency.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Social Security Administration
09.2019 - Current
- Process an average of 800+ customer interactions monthly via the National 800 Number, providing expert guidance on retirement, disability, and supplemental security income programs.
- Consistently meet and exceed performance quotas by efficiently handling high call volumes while maintaining accuracy and quality service.
- Quickly adapt to changing workloads, deadlines, and policy updates, ensuring smooth operations in a fast-paced environment.
- Consistently work overtime and credit hours to manage workflow spikes and meet critical deadlines.
- Recognized for error-free documentation and keen attention to detail, reducing processing delays and policy issues.
- Collaborate with management, field offices, and processing centers, to handle complex cases.
- Train and mentor new employees.
- Utilize multiple web-based platforms (Outlook, Skype, Microsoft Teams, SSA.gov etc.) to process applications, update records, and analyze case details.
- Recognized with multiple awards for performance, collaboration, and service excellence.
Real Estate Agent
Exp Realty
12.2021 - Current
- Manage multiple client transactions simultaneously, ensuring accuracy in contracts and deadlines.
- Prioritize urgent client needs and navigate high-pressure negotiations to close deals effectively.
- Work around the clock to maximize availability to ensure customer satisfaction.
- Manage contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
Bartender
Broadway Tavern
11.2021 - Current
- Mixologist- creating and having knowledge of multiple liquors, beers, and drink combinations.
- Take prompt corrective action whenever necessary to maintain the satisfaction and safety of all patrons and staff.
- Assess guest demeanor and identify when to call behavior to attention of management (ie. when a patron shows signs of intoxication and service needs to come to a halt.)
- Customer service- collect customer feedback and make process changes to exceed customer satisfaction goals.
- Inventory- Assess stock and create orders on a weekly basis according to necessity, season, and guest requests.
- Space rental/ Band bookings- contact via phone or email in response to rental requests
- Manage time, date, and price ranges in accordance to management policy
Customer Experience Specialist
Benco Dental
12.2018 - 08.2019
- Customer Service Representative- answering calls, texts, and online chats in a positive helpful manner.
- Following policy to place orders, give and receive information, and resolve problems.
- Utilize multiple computer programs to maximize customer satisfaction.
- Work in a team-oriented environment.
- Review statements, invoices, and account information with customers and resolve any discrepancies.
- Submit orders from customers and sales representatives using multiple operating systems.
- Annotate accounts and follow-up with customers as appropriate to complete orders and ensure quality customer service.
- Coordinate with multiple warehouses to ensure order availability and shipping times.
- Serve as a go-between for customer service and warehouse management to properly relay updates and completed tasks daily.
Education
Early Childhood Education -
Luzerne County Community College
Nanticoke, Pa01.2015
Skills
- High-Volume Work Management
- Detail-Oriented & Accuracy-Focused
- Task Prioritization & Deadline Management
- Quota-Driven Performance
- Strong Analytical & Problem-Solving Skills
- Flexible Work Schedule (Overtime & Weekends)
- Customer Service & Client Relations
- Policy Interpretation & Compliance
- Process Improvement & Documentation
- Training & Mentorship
- Multi-System Navigation & Data Analysis
Timeline
Real Estate Agent
Exp Realty
12.2021 - Current
Bartender
Broadway Tavern
11.2021 - Current
Customer Service Representative
Social Security Administration
09.2019 - Current
Customer Experience Specialist
Benco Dental
12.2018 - 08.2019
Early Childhood Education -
Luzerne County Community College
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