Hi, I’m
Samantha Shaw
Customer Service Professional
Justice,IL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
years of professional experience
Work History
Avant Communications
Commissions Analyst
01.2022 - 01.2023
Job overview
- Researched and resolved 40+ commissions daily.
- Developed and implemented reporting and auditing tools to improve incentive administration processes, policies and procedures.
- Calculated, validated accuracy of and submitted commission payments within specified deadlines.
- Assisted in implementation of new ticketing system, resulting in 20% increase in efficiency and streamlined support processes.
- Calculated, validated accuracy of and submitted commission payments within specified deadlines
Att
Customer Service Representative
08.2018 - 12.2021
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
- Answered average of 30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Resolved over 200 customer complaints within a month, achieving resolution rate of 90% and preventing potential escalations.
Bufflo Wild Wings
Restaurant Manager
08.2016 - 06.2018
Job overview
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Carefully interviewed, selected, trained and supervised staff.
- Developed, implemented and managed business plans to promote profitable food and beverage sales.
- Maintained customer satisfaction rating of 95%, based on post-interaction surveys.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant
Education
Robert Morris University - Illinois, Chicago, IL
Bachelor of Science
01.2012
Skills
- CRM Software
- Upselling Products and Services
- POS Systems and Ordering Platforms
- Customer Account Management
- Proficiency in Microsoft Office and G Suite
- Call Volume and Quality Metrics
- Onboarding and Orientation
- Recruitment and Hiring
- Training and Development
- Customer Service and Rapport
- Active Listening
- Medical terminology knowledge
Timeline
Commissions Analyst
Avant Communications
01.2022 - 01.2023
Customer Service Representative
Att
08.2018 - 12.2021
Restaurant Manager
Bufflo Wild Wings
08.2016 - 06.2018
Robert Morris University - Illinois
Bachelor of Science
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