Samantha Reyes
San Antonio,TX
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Builders Alliance LLC
10.2021 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Coached and mentored team members to achieve professional growth and improved performance.
- Reduced employee turnover rate through focused training programs and targeted hiring strategies.
- Managed daily scheduling and staffing needs, ensuring optimal coverage during peak business hours.
- Identified opportunities and found solutions for continuous improvement.
- Maintained associate payroll, benefit and performance information.
- Led, built and developed team for modeling service excellence.
- Organized and balanced multiple priorities within fast-paced environment.
- Hired and oversaw subcontractors to meet project needs.
- Enhanced employee productivity, implementing effective scheduling and task delegation strategies.
- Fostered a positive workplace culture that motivated employees to perform their best while maintaining high morale.
- Experienced and build relationships with Construction Builders
- Established long-term relationships with clients, resulting in increased repeat business.
- Very knowledgeable in the Cabinet Industry
- Managing Self Contractors Schedules and Pay
- Fluent in Microsoft And Excel
- Fluent with Google Drive
- Fluent in NetSuite
- Fluent With Emails
- Experience in RFMS
- Experience in FMS
Customer Service Representative
Builders Alliance LLC
08.2018 - 10.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Participated in weekly team meetings, offering input that led to improvements in overall project management strategies.
- Coordinated subcontractor schedules to minimize delays and keep projects running smoothly.
- Established positive relationships with clients through regular communication and attentive service, leading to repeat business opportunities.
- Assisted in resolving disputes between team members or subcontractors quickly and professionally, maintaining a harmonious working environment.
- Assisted in performing quality control checks on completed work, ensuring that projects met or exceeded clients'' expectations and industry standards.
- Worked independently in fast-paced environment while meeting productivity and quality expectations.
- Identified and fixed issues during phases of production.
- Distributed supplies to skilled workers to maintain job site productivity.
- Developed spreadsheets for tracking important metrics, enabling accurate reporting and data analysis.
- Interacted with customers by phone, email, or in-person to provide information.
- Ordered and restocked office supplies to keep staff efficient and on-task.
- Maintained and updated office records, both digital and physical.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Fraud Prevention Specialist
CBE New Braunfels
09.2016 - 08.2018
- Enhanced fraud detection by implementing advanced data analytics techniques and tools.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Collaborated with cross-functional teams to implement effective anti-fraud measures across the organization.
- Provided expert guidance on emerging trends in fraud prevention, ensuring company procedures remained up-to-date and effective.
- Implemented robust authentication protocols to minimize chances of unauthorized access to sensitive information or accounts.
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Worked closely with IT departments to ensure security systems were optimized for detecting and preventing fraud attempts, safeguarding company assets.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Summarized all key information regarding investigation into detailed report for delivery to client.
Customer Service Representative
CBE New Braunfels
07.2015 - 09.2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Special Needs Caregiver
Rescare
09.2012 - 07.2015
- Improved communication skills of special needs students by incorporating visual aids, gestures, and assistive technology.
- Enhanced social skills development for students through group activities and peer interaction exercises.
- Provided compassionate care and support, fostering a nurturing environment conducive to personal growth and learning.
- Assisted students in achieving self-sufficiency through targeted life skills training and daily routine guidance.
- Managed challenging behaviors effectively using de-escalation techniques and positive reinforcement strategies.
- Developed strong relationships with families, providing regular updates on progress and addressing any concerns promptly.
- Maintained detailed records of student performance, goals, and interventions for ongoing evaluation and adjustment of IEPs.
- Coordinated with outside agencies such as therapists, counselors, and medical professionals to ensure comprehensive support for each student''s needs.
- Increased student engagement with personalized learning materials adapted to individual abilities and interests.
- Conducted thorough assessments of student strengths, weaknesses, preferences, and potential triggers in order to inform intervention strategies effectively.
- Ensured safety at all times by monitoring environments closely for potential hazards or challenges related to individual conditions or limitations.
- Provided assistance to individuals with disabilities by helping with activities of daily living.
- Maintained clean and safe environment to prevent accidents and promote health.
- Provided emotional support to enhance well-being and coping skills.
- Prepared meals and snacks to provide proper nutrition and hydration.
- Administered medication to manage symptoms and promote healing.
- Transported individuals to appointments and activities to facilitate access to healthcare and community engagement.
- Assisted with financial and household management to enhance stability and security.
- Communicated well both verbally and in writing with clients, guardians, and medical professionals.
- Provided personal care to maintain hygiene and prevent health problems.
- Completed regular check-ins and progress report for each client.
Education
High School Diploma -
Karen Wagner High School
San Antonio, TX06.2012
Skills
- Account Management
- Talent Development
- Call Monitoring
- Schedule Coordination
- Staffing coordination
- Workflow Management
- Complaint resolution
- Training and mentoring
- One Call Resolution
- Handling Escalations
- Time Management
- Process improvement specialist
- Staff Training
- Employee Scheduling
- Policy Enforcement
- Exceptional telephone etiquette
- Team Building and Leadership
- MS Office
- Work Prioritization
- Persuasive
- Problem-Solving
- Account Updates
- Customer Relations
- Issue Resolution
- Relationship Building
- Positive and Constructive Feedback
- Decision-Making
- Cash Handling
- New Hire Training
Timeline
Customer Service Manager
Builders Alliance LLC
10.2021 - Current
Customer Service Representative
Builders Alliance LLC
08.2018 - 10.2021
Fraud Prevention Specialist
CBE New Braunfels
09.2016 - 08.2018
Customer Service Representative
CBE New Braunfels
07.2015 - 09.2016
Special Needs Caregiver
Rescare
09.2012 - 07.2015
High School Diploma -
Karen Wagner High School
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