Samantha Veale
Baltimore,Maryland
Summary
Hardworking and motivated professional with over ten years of experience in the customer service and sales industries. Experienced in call center and retail settings; skilled in verbal and written communication with an emphasis on prioritizing the customer experience to reach positive outcomes.
Overview
11
11
years of professional experience
Work History
Reservation Sales Agent
Seabourn
04.2023 - Current
- Efficiently handle all telephone inquiries using internal resources, product knowledge, and cruise industry expertise.
- Provide administrative and email support to both travel agents and direct guests in a positive and professional manner.
- Partner closely with colleagues across multiple departments to ensure smooth operations and optimal guest experiences.
- Increase revenue through upselling and promoting additional services or packages to guests.
Quality Assurance Specialist
IKEA Customer Support Center
09.2014 - 02.2023
- Conducted coworker audits to ensure adherence to IKEA quality guidelines and brand values.
- Analyzed customer feedback to identify trends and recommend solutions.
- Mentored and empowered co-workers through verbal and written feedback to increase customer satisfaction.
- Facilitated monthly team meetings to keep coworkers updated on department changes and policies.
Certified Kitchen Seller
IKEA Customer Support Center
10.2013 - 09.2014
- Assisted customers with kitchen cabinet purchases and item selection based on style preferences.
- Coordinated with sales, logistics, and transportation departments to ensure stock availability and timely delivery.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Maintained high-quality service standards by swiftly resolving guest issues and addressing special requests.
Sales & Support Specialist - Phone, Email, Chat and Social Media
IKEA Customer Support Center
08.2012 - 10.2013
- Ensured timely and accurate responses to customer inquiries via phone, email, chat, and various online platforms.
- Thoroughly researched and identified solutions to meet customer needs and resolve concerns.
- Strengthened customer relationships through excellent communication skills, empathetic listening, and prompt follow-up on inquiries or issues.
- Achieved high-quality service through efficient problem-solving and adherence to one-call resolution standard.
Education
High School Diploma -
Kenwood High School
Baltimore, MDBachelor of Science - Sport Management - Concentration: Print Journalism
Bowie State University
Bowie, MDSkills
- Customer Service
- Sales
- Coaching
- Office Administration
- Problem-Solving
- Verbal and Written Communication
- Data Entry
- Detail Oriented
- Decision-Making
- Critical Thinking
- Time management
- Travel industry knowledge
Timeline
Reservation Sales Agent
Seabourn
04.2023 - Current
Quality Assurance Specialist
IKEA Customer Support Center
09.2014 - 02.2023
Certified Kitchen Seller
IKEA Customer Support Center
10.2013 - 09.2014
Sales & Support Specialist - Phone, Email, Chat and Social Media
IKEA Customer Support Center
08.2012 - 10.2013
High School Diploma -
Kenwood High School
Bachelor of Science - Sport Management - Concentration: Print Journalism
Bowie State University
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