Samantha Roberts
Lauderdale Lakes,FL
Summary
Proactive, meticulous, Industrious and enthusiastic business professional, with an excellent track record for consistently exceeding productivity goals; while taking initiative to build lasting and productive relationships. Effective leader and problem-solver, dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Overview
16
16
years of professional experience
Work History
Lead Quality Analyst
Convey Health Solutions
Miramar, FL
- Coordinated testing as liaison between quality control, vendors and contractors
- Authored detailed technical reports and documentation, including deviation reports and testing protocols.
- Trained and coached new team members on organization required tools and ways to exceed expectations.
- Team led team of quality assurance analysts.
- Trained professionals on health insurance, medical benefits, disability claims, appeals, customer service, patient relations and hospitality concierge experience.
- Managed nesting environment 100% while ensuring success of all trainees.
- Performed retention and retained up to 94% of clients.
- Analyzed quality threshold metrics to compile QMS reports.
- Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.
- Identified needed test resources and worked within budget restrictions to coordinate procurement.
Senior Contact Center Rep
Fiserv Inc
Coral Springs, FL
03.2016 - Current
- Responded efficiently, timely and accurately to callers while maximizing computerized tools and explaining possible solutions.
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
- Partnered with leadership in development of procedures and policies to improve handling of complaints across various business operations.
- Completed financial researches, assessing risk and ensuring that client's feel supported and valued.
- Ensure positive customer experiences is delivered through effective teamwork, and commitment to responsiveness while designing resolutions.
- Researched escalated claims and submit details obtained through discovery for review.
- Dispatched work tickets and funding requests to risk or collections team.
- Performed research to mitigate fraudulent claims.
- Handled over 200 calls per day to address customer inquiries and concern.
- Identified issues, analyzed information and provided solutions to problems
Retention Specialist
Saveology
Margate, FL
10.2012 - 06.2014
- Managed portfolio of over 200 escalated claims while delivering best option solution.
- Engaged customers through phone calls, site visits and product demonstrations
- Brought in new customers continuously with excellent prospecting and lead generation skills.
- Redirected and overcame sales objections by employing persuasive communication skills.
- Scrutinized customer feedback, negotiated with clients then implemented retention strategies.
- Prepared accurate contracts based on estimated costs, delivery schedules and unique customer needs.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Adhered to appropriate legal scripting when required
- Developed product demonstrations and presentations for customers.
- Worked alongside global business leader to deploy new training strategies.
Performance Lead
Alorica
Sunrise, FL
03.2004 - 03.2012
- Trained team members to address all complaints received with impeccable accuracy and attention to detail.
- Managed new hires from conception to completion of on-the job training.
- Supported team with expert administrative support, filing all records and coordinating appointments.
- Trained, coached and develop staff to enable optimal job performance while achieving individual and professional goals.
- Explained billing proposals and invoices to clients.
- Collaborated with clients, senior leadership, and contractors to ensure amicable resolutions were tailored to customer complaints.
- Functioned as legislative advocate for seniors regarding benefits and enrollment programs.
- Often tasked to write Informational Reports, amend contracts, file reports.
- Developed 10 effective performance improvement plans in 2010.
Education
Master of Science - Organizational Leadership
Columbia International University
Columbia, SC08.2022
Bachelor of Arts - Human Resources Management
Trident University International
Cypress, CA03.2020
Skills
- Staff Training
- Quality Issue Identification
- Solution Development and Optimization
- Problem Solving
- Microsoft Office
- Corrective Action Implementation
- Gauge and Sensor Calibration
- Production Process Advising
- Report Preparation
- Data Entry
- Safety Compliance
- Strategic planning
- Policies and procedures
- Staff Management
- Improvement initiatives
- Negotiation
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Senior Contact Center Rep
Fiserv Inc
03.2016 - Current
Retention Specialist
Saveology
10.2012 - 06.2014
Performance Lead
Alorica
03.2004 - 03.2012
Lead Quality Analyst
Convey Health Solutions
Master of Science - Organizational Leadership
Columbia International University
Bachelor of Arts - Human Resources Management
Trident University International