Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline

Samantha Springman

Elwood,IN

Summary

Dynamic Customer Service Representative with a proven track record at MCI, excelling in conflict resolution and relationship building. Skilled in Microsoft Excel and active listening, I enhanced customer loyalty through personalized solutions, effectively managing high-stress situations to ensure satisfaction and repeat business. Committed to improving user experience and operational efficiency.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Representative

MCI
10.2021 - 01.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Participated in training programs to enhance product knowledge and customer service skills.

Remote Scheduling Coordinator/entry Level

Why Not Travel
03.2017 - 05.2020
  • Coordinated schedules to ensure timely appointments and streamlined operations.
  • Maintained accurate records of meetings, improving organizational efficiency.
  • Improved communication by promptly distributing updated schedules to teams.
  • Scheduled meetings for leadership, ensuring alignment with project timelines.
  • Reduced scheduling conflicts by proactively identifying and resolving overlaps.
  • Organized calendars to prioritize high-impact tasks and deadlines.
  • Enhanced workflow with effective management of cross-departmental schedules.
  • Improved scheduling accuracy by regularly verifying information with stakeholders.
  • Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
  • Worked with manager and supervisor to plan and coordinate production schedules.

Education

Associate of Science - Medical Billing And Coding

Ultimate Medical Academy, Clearwater, FL
12-2024

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Microsoft Excel
  • Complaint handling
  • Complaint resolution
  • Client relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Call management
  • Product knowledge
  • Appointment scheduling
  • Documentation
  • Administrative support
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Data collection
  • Prioritization
  • Staff training
  • Building rapport
  • Clerical support
  • Live chat support
  • Dispute resolution
  • Customer education
  • Product and service solutions
  • Assertiveness
  • Research
  • Conflict mediation
  • Travel planning

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved [Issue] which led to [Results].
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Resolved product issue through consumer testing.

Certification

  • Google Analytics Individual Qualification (IQ) – Google.
  • Microsoft Office Specialist (MOS) - Microsoft.
  • LiveChat Expert LiveChat, Inc.
  • Certified Customer Experience Professional (CCEP) - Customer Service Institute of America.
  • [State] Driver's License

Timeline

Customer Service Representative - MCI
10.2021 - 01.2025
Remote Scheduling Coordinator/entry Level - Why Not Travel
03.2017 - 05.2020
Ultimate Medical Academy - Associate of Science, Medical Billing And Coding

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Samantha Springman