Samantha Remphrey
Chesapeake ,VA
Summary
Dynamic Customer Experience Leader with 15+ years of experience driving performance, developing high-impact training programs, and leading teams to exceed KPIs in fast-paced environments. Known for aligning business goals with sales and customer success initiatives, optimizing processes through data, and building high-performing teams. Skilled in CRM systems, performance coaching, workforce development, and delivering measurable results across diverse operational settings.
Overview
14
14
years of professional experience
Work History
International Training Manager
Groundworks
12.2022 - 08.2025
- Developed and implemented training programs to enhance employee skills and knowledge.
- Assessed training needs through surveys and performance evaluations to ensure alignment with company goals.
- Facilitated workshops and seminars to promote team collaboration and professional development.
- Mentored junior trainers, providing guidance on best practices in instructional design and delivery.
- Evaluated training effectiveness using feedback tools, resulting in continuous improvement of training materials.
- Collaborated with department heads to identify skill gaps and tailor training solutions accordingly.
- Utilized Learning Management Systems to track employee progress and maintain comprehensive training records.
- Spearheaded initiatives that improved onboarding processes, reducing time-to-productivity for new hires.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Collaborated with department heads to align training programs with organizational goals, ensuring relevancy and impact.
- Facilitated team-building exercises that improved communication and collaboration among team members.
- Promoted learning culture by encouraging employee participation in external professional development opportunities and sharing insights with team.
- Spearheaded adoption of new Learning Management System (LMS), enhancing efficiency of training delivery and tracking.
- Improved compliance with industry regulations through development and delivery of specialized compliance training programs.
- Customized leadership development programs for emerging leaders, preparing them for future managerial roles.
- Leveraged technology to create interactive and engaging e-learning content, making training accessible to employees across multiple locations.
- Developed comprehensive training modules for enhancing employee skills, leading to improved job performance across departments.
- Reduced training costs without compromising quality by optimizing use of in-house expertise and digital resources.
- Enhanced employee satisfaction and motivation through implementation of recognition program for training completion and skill advancement.
- Managed new employee orientation training process for more than 100 employees each year.
- Evaluated training effectiveness through feedback and assessments, adjusting curricula as needed.
Sales Scheduling Manager
Groundworks
05.2021 - 10.2023
- Developed and implemented efficient scheduling processes to optimize resource allocation.
- Managed a team of 12 remotely in charge of over 2,000 inspectors.
- Completed Pay Roll
- Led a team in coordinating project timelines, ensuring alignment with organizational goals.
- Analyzed scheduling data to identify bottlenecks and improve workflow efficiency.
- Mentored junior staff on best practices for scheduling and time management techniques.
- Utilized scheduling software to streamline operations and enhance communication across departments.
- Conducted periodic reviews of scheduling procedures, resulting in improved adherence to deadlines.
- Collaborated with cross-functional teams to ensure timely delivery of projects and services.
- Maintained open communication channels with clients and stakeholders to address scheduling concerns promptly.
- Monitored ongoing projects closely, adjusting schedules as needed to accommodate unforeseen changes or delays.
- Confirmed customer appointments via telephone to inform of appropriate preparations needed prior to examination of their home.
- Conducted meetings to update management and staff members on progress.
- Used BIZWIZ to maintain and update customer database and staff records.
- Received and screened phone calls and emails.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Created organized filing system to manage department documents.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Built and managed processes for tracking and monitoring department performance.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Created reports, presentations and other materials for executive staff.
- Coordinated office events, seminars and meetings for staff and clients.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Scheduling Coordinator
Groundworks
06.2020 - 12.2022
- Coordinated complex scheduling for multiple departments, ensuring resource optimization and operational efficiency.
- Managed communication between teams to facilitate timely project updates and alignment on priorities.
- Developed and implemented streamlined scheduling processes, reducing conflicts and enhancing workflow productivity.
- Collaborated with cross-functional teams to assess scheduling needs and allocate resources effectively.
- Mentored junior coordinators, providing guidance on best practices in scheduling and conflict resolution techniques.
- Analyzed scheduling data to identify trends, resulting in improved accuracy in future resource allocation decisions.
- Maintained comprehensive documentation of all scheduling activities, ensuring accurate record-keeping for future reference and analysis.
- Implemented process improvements that resulted in significant time savings across multiple departments.
- Managed cross-functional teams to ensure timely completion of complex projects within established deadlines.
- Served as a liaison between clients, vendors, and internal teams to ensure smooth coordination of all schedule-related activities.
- Played a pivotal role in the successful completion of numerous high-profile projects by providing expert guidance on all aspects of scheduling management.
- Monitored progress against established milestones, adjusting plans as necessary to maintain on-time delivery of projects.
- Mentored junior schedulers in developing their skills, sharing knowledge about industry trends and best practices.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Worked with manager and supervisor to plan and coordinate production schedules.
- Generated reports and tracked data to monitor operational priorities and scheduling.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Interceded between employees during arguments and diffused tense situations.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Completed bi-weekly payroll for 12 employees.
Pharmacy Technician
CVS Pharmacy
01.2015 - 12.2020
- Processed prescriptions accurately and efficiently, ensuring compliance with pharmacy regulations.
- Implemented workflow improvements that streamlined prescription filling processes, reducing turnaround time.
- Ensured proper handling of controlled substances in accordance with legal requirements and company policies.
- Collaborated with healthcare providers to clarify prescriptions and resolve patient inquiries effectively.
- Counted and labeled prescriptions with correct item and quantity.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Developed training materials for new technologies adopted within the pharmacy to support staff development.
- Entered and processed patients' prescriptions into internal system.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
- Streamlined prescription processing with accurate data entry and verification of patient information.
- Collected co-payments or full payments from customers.
- Supported inventory management initiatives through accurate record-keeping of received shipments and expired medications for disposal purposes.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Counted, measured, and compounded medications following standard procedures.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
- Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Coordinated verification and filling of more than 500 daily prescriptions in high-volume Retail pharmacy environment.
- Processed and filled prescriptions accurately, ensuring compliance with pharmacy regulations.
Appointment Center Representative
Groundworks
12.2019 - 06.2020
- Managed appointment scheduling and customer inquiries to optimize service availability. Over 300 calls per day
- Utilized CRM systems to track interactions, ensuring accurate data entry and follow-up procedures.
- Trained new representatives on company protocols and customer service best practices.
- Developed scripts for effective communication, enhancing customer engagement and satisfaction rates.
- Handled cancellations gracefully, offering alternative options to retain customers'' loyalty while minimizing revenue loss.
- Collaborated with team members to optimize scheduling processes, resulting in improved client satisfaction rates.
- Led team meetings focused on performance goals, fostering a culture of accountability and teamwork.
- Implemented feedback mechanisms to assess customer satisfaction, driving continuous improvement initiatives.
- Collaborated with sales teams to streamline lead generation processes and improve conversion rates.
- Elevated customer experience by personalizing interactions, such as remembering names and preferences when handling repeat clients.
- Assisted clients in selecting appropriate service providers based on their needs, resulting in higher satisfaction levels overall.
- Contributed to a pleasant work environment by maintaining a positive attitude and fostering camaraderie among colleagues.
- Improved customer satisfaction by efficiently scheduling appointments and addressing inquiries.
- Upheld company reputation through diligent adherence to privacy policies while managing sensitive client information.
- Supported team productivity by providing backup support for inbound calls during peak hours.
- Boosted client retention, promptly following up on missed appointments and rescheduling as necessary.
- Managed high call volume effectively, maintaining professional demeanor and prioritizing tasks accordingly.
- Streamlined appointment booking process with thorough data entry and effective time management skills.
- Organized, maintained and updated information in computer databases.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Reduced no-show rates through consistent reminder calls and confirmation emails to clients.
- Trained new hires on company policies, appointment software, and troubleshooting techniques to ensure seamless integration into the team.
CNA Supervisor
MFA
09.2011 - 08.2016
- Supervised daily operations to ensure high standards of patient care and compliance with healthcare regulations.
- Employee of the year 2013
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Trained and mentored nursing staff on best practices for patient handling and safety protocols.
- Implemented quality improvement initiatives to enhance workflow efficiency and patient satisfaction.
- Coordinated staffing schedules to optimize coverage and maintain continuity of care for patients.
- Promoted a positive work environment by fostering open communication among staff members.
- Developed strong relationships with patients and their families to foster trust and understanding of treatment plans.
- Improved patient care by implementing new protocols and procedures for CNA team members.
- Maintained high standards of care by ensuring compliance with state and federal regulations.
- Managed scheduling, training, and supervision of CNA staff for efficient shift coverage.
- Monitored inventory levels of medical supplies, facilitating timely procurement and reducing waste.
- Collaborated with interdisciplinary teams to develop individualized care plans for residents' needs.
- Managed incident reporting processes, ensuring timely resolution and adherence to safety standards.
- Conducted performance evaluations, providing feedback to improve team competencies and service delivery.
- Enhanced staff performance through regular evaluations, coaching, and constructive feedback.
- Streamlined communication between CNAs, supervisors, and other healthcare professionals to optimize patient care.
- Ensured quality patient care by regularly reviewing documentation and updating medical records accordingly.
- Participated in regular meetings with upper management to discuss staffing issues, policy updates, and budgetary concerns.
- Implemented ongoing professional development opportunities for CNA staff, leading to improved skills and knowledge.
- Created a supportive atmosphere for patients by addressing concerns promptly and compassionately.
- Increased overall patient satisfaction through diligent monitoring of CNAs'' adherence to best practices.
- Assisted in hiring qualified candidates for CNA positions, contributing to a skilled workforce.
- Provided guidance on infection control protocols for CNAs, resulting in a safer working environment.
- Reduced staff turnover rate through effective conflict resolution and team-building strategies.
- Monitored inventory levels of medical supplies and equipment to ensure preparedness at all times.
Education
Some College - Health Services
Sun Area Tech
Pennsylvania08-2011
High School Diploma -
Shikellamy
Pennsylvania06-2011
Skills
- Exceptional communicator
- Strategic thinker
- Written and oral communication
- Verbal and writing communication
- Decision-making
- Staff leadership
- Core values management
- Customer experience strategy
- Training program development
- Performance evaluation
- Learning management systems
- Customer support
Languages
English
Native or Bilingual
Timeline
International Training Manager
Groundworks
12.2022 - 08.2025
Sales Scheduling Manager
Groundworks
05.2021 - 10.2023
Scheduling Coordinator
Groundworks
06.2020 - 12.2022
Appointment Center Representative
Groundworks
12.2019 - 06.2020
Pharmacy Technician
CVS Pharmacy
01.2015 - 12.2020
CNA Supervisor
MFA
09.2011 - 08.2016
Some College - Health Services
Sun Area Tech
High School Diploma -
Shikellamy