Samantha Stettner
Reston,VA
Summary
Customer Service Representative with over 10 years of experience in enhancing customer satisfaction and loyalty. Proven track record of resolving issues efficiently and effectively, contributing to organizational success. Skilled in communication, problem-solving, and relationship management.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Reston Community Center
Reston, Virginia
02.2024 - Current
- Greet patrons and visitors, and manage high-volume, multi-line phone system inquiries, routing calls and providing accurate information.
- Deliver consistent, high-quality customer service by providing clear information on classes, programs, passes, schedules, and general inquiries.
- Respond to in-person and phone inquiries using established policies and procedures while supporting diverse patron populations.
- Perform data entry and reporting across multiple systems, including RecTrac, preparing weekly program reports and daily reservation and class roster reports.
- Review and verify forms and documentation for accuracy, troubleshoot discrepancies, and validate data through internal databases.
- Maintain organized records, file systems, and mail processing for incoming and outgoing documents.
- Process pass sales, transactions, refunds, cancellations, waitlists, and fee waiver applications in compliance with RCC guidelines, ensuring accurate cash handling and reconciliation.
- Prepare and distribute routine operational documents and communications electronically.
- Maintain tracking systems to monitor workflow progress and support operational efficiency.
- Serve as Timekeeper, processing employee time entries, approvals, and releases in Focus.
- Provide front desk coverage and general administrative support, serving as backup for other administrative functions as needed.
- Apply problem-solving skills to resolve customer issues, operational discrepancies, and administrative challenges.
- Lead assigned administrative tasks through completion with accuracy, follow-through, and attention to detail.
- Support the onboarding of new employees by providing orientation on office procedures and systems.
- Utilize Microsoft Word and Microsoft Office Suite for data entry, reporting, and document preparation.
Customer Service Representative
Reston Community Center
Reston, USA
11.2015 - 02.2026
- Greet patrons and visitors, answer high-volume calls using a multi-line phone system, refer calls appropriately, and return all voicemail messages within 24 hours.
- Provide excellent customer service by delivering clear, accurate information on classes, programs, passes, schedules, and general inquiries.
- Respond to in-person and phone questions with standard, consistent information, while supporting individuals and families from diverse backgrounds.
- Perform data entry across multiple systems, including preparing weekly program reports, running daily reservation and class roster reports, and programming monthly pool lane reservations in RecTrac.
- Review forms and documents for accuracy and completeness; troubleshoot discrepancies, and verify data through internal databases.
- File documents, maintain organized records, and process/distribute incoming and outgoing mail. Handle aquatics pass processing, sales, and inquiries; ensure proper cash handling, accurate posting, and reconciliation of daily totals.
- Produce and electronically distribute routine documents, such as flyers, notices, and program information.
- Order, receive, inventory, and shelve supplies; review packing slips, invoices, and follow up on discrepancies.
- Maintain tracking systems to monitor work progress, and assist with orienting new employees on office procedures and systems.
- Multi-task and prioritize competing responsibilities in a fast-paced environment, while maintaining a clean, orderly workspace.
- Serve as Timekeeper by entering, processing, and releasing time in Focus for the Aquatics Department. Provide general administrative support, including front-desk coverage, document preparation, scheduling, and database entry.
- Act as backup support for other administrative positions, as needed.
- Apply strong problem-solving skills to resolve customer issues, operational challenges, and administrative discrepancies.
- Lead assigned tasks to completion, with thorough follow-through and attention to detail.
- Use Microsoft Word and other Microsoft Office applications to complete word processing, data entry, and report creation.
- Update pool chemical readings and temperatures in Reach every two hours.
Water Safety Instructor
Reston Community Center
Reston, USA
08.2015 - 03.2016
- Organized and taught swimming lessons to all ages, from infants to adults, to meet guidelines provided by the American Red Cross.
- Supervised and maintained the safety of children and adults in the water.
- Helped students develop proper skills and techniques.
- Provided students with positive reinforcement.
- Maintained records of progress.
- Assisted and substituted as needed in the Monday/Wednesday/Friday Water Aerobics classes.
Restaurant Front of House Manager
Capital Restaurant Concepts
Washington, USA
12.2009 - 10.2015
- Served as a rotating hourly manager at Paolo’s Ristorante (Reston), J. Paul’s (Georgetown), and Old Glory (Georgetown) before transitioning into a permanent role at Neyla (Reston), supervising up to 40 employees per shift.
- Ensured high standards of food quality and customer service. Supported daily operations by assisting with cooking, bussing, and food and beverage service as needed.
- Executed opening and closing procedures, including reporting, data entry, and daily sales and labor budget communications. Reconciled cash drawers and managed safe balances accurately.
- Led pre-shift meetings to drive team productivity and efficiency.
- Utilized MICROS POS system for transactions and reporting.
- Processed hiring paperwork and supported onboarding tasks.
- Managed inventory by ordering and receiving Adams Burch deliveries, verifying quality and quantities, and maintaining accurate weekly inventory records.
- Operated and responded to a multi-line phone system efficiently.
- Supervised front of house operations, ensuring exceptional guest experiences and adherence to service standards.
- Managed customer feedback processes, addressing concerns promptly to enhance satisfaction levels.
- Resolved guests complaints while maintaining positive customer environment.
Education
Northern Virginia Community College
Annandale, VALongwood College
Farmvile, VASkills
- Multi-line phone operation
- Time management
- Communication skills
- Customer service
- Organizational skills
- Problem resolution
- Attention to detail
- Effective communication
- Problem solving
- Customer relationship management
- Cash handling
- Data entry
- Computer Literacy
Timeline
Customer Service Representative
Reston Community Center
02.2024 - Current
Customer Service Representative
Reston Community Center
11.2015 - 02.2026
Water Safety Instructor
Reston Community Center
08.2015 - 03.2016
Restaurant Front of House Manager
Capital Restaurant Concepts
12.2009 - 10.2015
Longwood College
Northern Virginia Community College