SAMANTHA ROTH
Evansville,IL
Summary
Friendly and enthusiastic Customer Service/Support Agent with 10+years of specialization in Customer service. Able to learn new tasks quickly and proficient in growing key customer relationships. Represent establishment with friendly, professional demeanor at all times. Also possess the ability to achieve goals that allowed me to advance in every position held so far, thru the years of experience I have learned how to adapt, defuse and effectively resolve complicated customer service situations and exceed expectations. As a Certified and Licensed 6 year Pharmacy Technician seeking a position as a Work from Home (remote) Customer Service Agent I would like the opportunity to combine the 2 career path's, since technology may not exactly be there yet, I am available to be a Customer Service/Support Agent in a variety of fields.
Overview
22
22
years of professional experience
Work History
Customer Service Advocate
Cigna
Work From Home, PA
10.2022 - 09.2024
- Greeted and assisted customers with inquiries regarding products and services.
- Performed follow-up procedures after customer service interaction was completed.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Worked closely with other departments to ensure quality customer service delivery.
- Managed incoming calls from customers in a professional manner.
- Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
- Tracked performance metrics and identified areas needing improvement in order to meet established targets.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Completed continuing education and training programs for professional development.
Customer Service/Support Agent
Sitel
, USA
01.2018 - 07.2018
- Confer with customers by headset/avaya phone to provide information about products or services for tax filing, take or enter orders, cancel accounts
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Solicit sales of new or additional services or products, while also maintaining excellent metrics and stats via customer surveys
- Answer user inquiries regarding computer software or hardware operation to resolve problems
- Enter commands and observe system functioning to verify correct operations and detect errors
- Install and perform minor repairs to hardware, software, or peripheral equipment, following installation specifications
- Learn to operate new office technologies as they are developed and implemented such as Salesforce and Dizzion
Certified/Licensed Pharmacy Technician
Walmart Pharmacy
Sparta, USA
09.2010 - 09.2016
- Data entry with creating, updating, editing, maintaining, and deleting customer and doctor profile information as it changes
- Receive written prescription or refill requests and verify that information is complete and accurate
- Establish or maintain patient profiles, including lists of medications taken by individual patients
- Prepack bulk medicines, fill bottles with prescribed medications, and type and affix labels
- Answer telephones, responding to questions or requests
- Transfer medication from vials to the appropriate number of sterile, disposable syringes, using aseptic techniques
- Prepare and process medicare type A, B and D insurance claim forms and ICD-10 codes and billing
- Mix/Compound pharmaceutical preparations, according to written prescriptions
- Assist customers by answering simple questions, locating items, or referring them to the pharmacist for medication information
- Receive and store incoming supplies, verify quantities against invoices, check for outdated medications in current inventory, and inform supervisors of stock needs and shortages
- Order, label, and count stock of medications, chemicals, or supplies and enter inventory data into computer
- Operate cash registers to accept payment from customers
Manager
SUBWAY Restaurants
Freeburg, USA
02.2007 - 09.2010
- Monitor compliance with health and fire regulations regarding food preparation and serving, and building maintenance in dining facilities
- Monitor food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner
- Count money and make bank deposits
- Investigate and resolve complaints regarding food quality, service, or accommodations
- Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity
- Maintain food and equipment inventories, and keep inventory records
- Schedule staff hours and assign duties
- Establish standards for personnel performance and customer service
- Keep records required by government agencies regarding sanitation, and food subsidies when appropriate
- Also acquired sanitation license for this position
- Assess staffing needs, and recruit staff using methods such as newspaper advertisements or attendance at job fairs
Cashier
Walmart
Farmington, USA
01.2003 - 12.2006
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts, refunds, credits, or change due to customers
- Count money and audit money drawers
- Assist customers by providing information and resolving their complaints
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Accept credit applications and verify credit references to provide check-cashing authorization or to establish house credit accounts
- Answer customers' questions, and provide information on procedures or policies
- Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately
- Supervise others and provide on-the-job training
- Pay company bills by cash, vouchers, or checks
Production Technician
KFVS News Channel 12
Cape Girardeau, USA
06.2002 - 12.2003
- Set up and operate production equipment in accordance with current good manufacturing practices and standard operating procedures
- Operate television or motion picture cameras to record scenes for television broadcasts, advertising, or motion pictures
- Compose and frame each shot, applying the technical aspects of light, lenses, film, filters, and camera settings to achieve the effects sought by directors
- Adjust positions and controls of cameras, printers, and related equipment to change focus, exposure, and lighting
- Operate zoom lenses, changing images according to specifications and rehearsal instructions
- Set up and perform live shots for broadcast
- Assemble studio sets, and select and arrange cameras, film stock, audio, or lighting equipment to be used during filming
- Observe sets or locations for potential problems and to determine filming and lighting requirements
- Instruct camera operators regarding camera setups, angles, distances, movement, and variables and cues for starting and stopping filming as well as hand cues to news anchors
- Stay current with new technologies in the field by continuous education and modules
Education
Technical and Vocational Degree - Television Broadcasting and Video Production
Perryville Area Higher Education Center
Perryville, MO09.2003
High School Diploma - General Studies
Ste Genevieve High School
Ste. Genevieve, MO06.2003
Technical and Vocational Degree -
Perryville Area Career And Technology Center
Perryville, MO06.2003
Skills
- Telecommunications
- Communications
- Media
- Computers
- Electronics
- Judgment and Decision Making
- Complex Problem Solving
- Time Management
- Critical Thinking
- Active Listening
- Customer Service
- Personal Service
Timeline
Customer Service Advocate
Cigna
10.2022 - 09.2024
Customer Service/Support Agent
Sitel
01.2018 - 07.2018
Certified/Licensed Pharmacy Technician
Walmart Pharmacy
09.2010 - 09.2016
Manager
SUBWAY Restaurants
02.2007 - 09.2010
Cashier
Walmart
01.2003 - 12.2006
Production Technician
KFVS News Channel 12
06.2002 - 12.2003
Technical and Vocational Degree - Television Broadcasting and Video Production
Perryville Area Higher Education Center
High School Diploma - General Studies
Ste Genevieve High School
Technical and Vocational Degree -
Perryville Area Career And Technology Center
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