Samantha Roach

• Excelled in telecommunication and customer engagement.

• Fostered strong customer and team connections by delivering optimal and tailored assistance.

• Consistently met and exceeded daily, weekly, and monthly performance metrics.

• Highly adaptable to all changes in business regulations.

• Equipped with expertise in team support and call auditing • Excelled in delivering actionable feedback and facilitating targeted coaching sessions to enhance team productivity and drive excellent performance

• Exceed expectations performing tasks by prioritizing quality and accuracy
• Prepared orders for shipment by systematically picking, packing and labeling merchandise.
• Worked safely around moving machinery.
• Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
• Cleaned and maintained warehouse in compliance with OSHA safety standards.
• Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
• Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.

• Increased sales by offering advice on purchases and promoting additional products.
• Achieved monthly sales goals by promoting product benefits.
• Retained excellent client satisfaction ratings through outstanding service delivery.
• Securely and accurately processed over the phone orders and payments
• Consistently received positive customer survey feedback

• Cultivated warm relationships with regular customers.
• Accurately take drink and food orders and deliver in a timely manner
• Worked with POS system to place orders, manage bills and handle complimentary items.
• Address customer concerns and ensure they have been well cared for during their visit
• Explained and upsold menu items and suggested appropriate options for food allergy concerns.
• Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
• Kept register accurate through correct billing, payment processing and cash management practices.

• Utilized an interactive computer system to schedule repair based appointments
• Demonstrated creative and effective troubleshooting ability
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.

• Served as the first point of contact for members, affiliated organizations, external companies and visitors at the AAFS headquarters
• Efficiently operated multi-line telephone and provided prompt, courteous and knowledgeable assistance
• Managed over 200 volunteers for a 4,000+ person conference, consisting of 400+ events.