Samantha Smith
Newark,OH
Summary
Experienced Customer Service Supervisor skilled in managing teams, resolving complex complaints, and ensuring high-quality interactions. Proven track record of improving team productivity and enhancing customer satisfaction. Strong problem-solving abilities and leadership skills. Proficient in implementing effective service protocols and monitoring metrics for success. Motivated to take on new challenges and deliver exceptional results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor (CSS)
Qurate Retail Group-West Chester, OH
West Chester, OH
06.2023 - 06.2024
- Assisted Customer Service Representatives and handled escalated customers, while also providing support to Retail Store Associates. Demonstrated effective communication by maintaining regular contact with delivery partners for timely customer order delivery.
- Managed and guided team of customer service representatives to provide exceptional customer experiences.
- Provided guidance and support to enhance the skills of junior customer service representatives through coaching and mentoring.
- Effectively addressed and resolved escalated customer issues in order to uphold excellent customer relations.
- Built strong connections with clients, supervisors, and colleagues to cultivate a collaborative atmosphere at work.
- Demonstrated prompt resolution of customer complaints and concerns through in-depth understanding of company products.
- Enhanced customer experience by effectively addressing and resolving inquiries, resulting in higher customer satisfaction ratings.
- Achieved efficiency in processing returns, exchanges, and voids by accurately evaluating and authenticating each transaction.
- Managed monitoring of customer service performance through tracking of call response times, resolution rates, and satisfaction ratings.
Bank Teller/Customer Service Representative
M&T Bank-New York, NY
New York, NY
11.2022 - 04.2023
- Provided support to Branch Bankers in resolving customer issues related to account transactions, ensuring smooth banking operations.
- Increased customer satisfaction by delivering excellent customer service through prompt responses to inquiries, efficient complaint resolution, and timely transaction processing.
- Guided customers through the process of opening accounts, ordering checks, and setting up online banking services.
- Utilized internal banking systems to investigate and respond to customer inquiries.
- Maintained adherence to strict compliance guidelines when conducting financial transactions for customers.
- Helped customers troubleshoot and resolve basic technical problems associated with digital banking platforms
- Responded and assisted customers with account inquiries and updates.
- Acted as pivotal point of contact between bank branches regarding guidelines and practices.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Self Employed Owner/Operator
Caregiver-New Lexington, OH
New Lexington, OH
08.2011 - 10.2022
- Administered medication and provided necessary medical care
- Developed strategic plans to increase profitability and efficiency.
- Identified new opportunities for growth, expansion, and diversification.
- Maintained relationships with existing clients by providing superior customer service.
- Formed and sustained strategic relationships with clients.
- Implemented efficient cleaning practices to meet the specific needs and preferences of each client
- Prepared meals for client satisfaction
- Facilitated client transportation for necessary appointments
Education
High School Diploma -
Foxfire High School
Zanesville05-2010
Some College (No Degree) - Medical Assisting
Herzing University
RemoteSkills
- Customer Service/Support
- Problem solving skills
- Flexibility
- Organizational skills
- Attention to detail
- Proficient in Microsoft Office products
- Medical terminology (4 years)
- Phlebotomy (3 years)
- APIs
- Complaint resolution
- One Call Resolution
- Time Management
- Customer Relationship Management (CRM)
- Sales Support
- Customer Relations
- Customer Service
- Escalation management
- MS Office
- Call Monitoring
- Problem-Solving
- Continuous Improvement
- Performance Evaluations
- Team Development
- Decision-Making
- Work Prioritization
- Positive and Constructive Feedback
- Policy Enforcement
- Account Authorizations
- Handling Escalations
- Issue Resolution
- Call Center Operations
- Workflow Management
- Goal attainment
- Account Management
- Quality Assurance
- Coordinating Service Initiatives
- Workforce Management
- Research and due diligence
- QA
- Cross-Functional Collaboration
- Workflow Coordination
- Workforce Planning
- Performance Management
- Account Updates
- Sales proficiency
- Complaint Handling
- Research ability
- Expertise in sales
- Performance Evaluation
- Team Building and Leadership
- Service Delivery Optimization
- Report Generation
- Records Management
- Business Requirements
Certification
- BLS Certification, 01/01/21, 01/01/25
- First Aid Certification
Affiliations
- Continued Learning
- Helping Others
Accomplishments
- Live Your Dream Awardee
- Deans List
- High Achiever
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Customer Service Supervisor (CSS)
Qurate Retail Group-West Chester, OH
06.2023 - 06.2024
Bank Teller/Customer Service Representative
M&T Bank-New York, NY
11.2022 - 04.2023
Self Employed Owner/Operator
Caregiver-New Lexington, OH
08.2011 - 10.2022
High School Diploma -
Foxfire High School
Some College (No Degree) - Medical Assisting
Herzing University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Open to Learn
Quote
Fall seven times; stand up eight.
Japanese proverb
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