Samantha Wormack
Mount Pleasant,PA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Associate Team Leader
Highmark Health
Pittsburgh, US
06.2023 - Current
- Effectively resolving member's insurance issues, being able to multitask, the ability to take 50-60 calls within a shift
- Effectively providing one call resolution, putting the needs of the members first
- Guided employees in handling difficult or complex problems.
- Managed and monitored customer service team performance to ensure adherence to quality standards.
- Assisted in resolving escalated complaints from customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided guidance, mentoring and training for new customer service associates.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Coordinated with other departments to resolve customers' issues quickly and efficiently.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Production Operator
Alliema
Scottdale, US
04.2023 - Current
- Maintaining records for the current projects, operating overhead cranes as well as other heavy machinery
- Forklift certified
- Followed daily preventive maintenance schedule for cleaning and lubricating machinery.
- Used hand trucks and forklifts to unload, load and transport items.
- Maintained cleanliness of work area by disposing of waste materials properly according to company policies.
- Received incoming shipments and reviewed contents against purchase order for accuracy.
- Reduced health and safety risks with strict adherence to safety protocols and PPE requirements.
- Calibrated machines to adhere to quality standards and maintain required productivity levels.
- Communicated effectively with supervisors regarding work progress, challenges, and any potential safety concerns.
Customer Service Representative
Credit Management Company
Pittsburgh, US
06.2018 - 04.2023
- Managed client records
- Performed data entry for customer information
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Answered general questions
- Resolved customer information and complaints
- Responsible for cashier duties
- Responsible for tracking and maintaining inventory
- Medical Billing
- Coding
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries via phone, email, and chat.
- Developed strong relationships with customers by providing personalized assistance and support.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Surpassed sales goals through implementation of successful marketing strategies.
- Provided exceptional customer service to ensure customer satisfaction.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
Lab Technician
Pace Analytical Services LLC
Greensburg, US
02.2022 - 10.2022
- Working with acids
- Weighing out samples
- Basic chemistry
- Logging information
- Able to handle hazardous materials
- Able to analyze written data
- Implemented preventive measures against contamination of samples during testing procedures.
- Implemented and adhered to laboratory safety protocols, including the proper disposal of hazardous materials.
- Maintained accurate inventory records of all chemicals used in experiments or stored in the lab.
- Troubleshot instrument malfunctions and made necessary repairs.
- Produced comprehensive research questions and potential hypotheses.
Machine Operator
Cenveo Worldwide Limited
Mount Pleasant, US
11.2018 - 02.2022
- Made envelopes
- Fast pace
- Able to repair broken machines
- On feet 12 hours plus a day
- Documented daily production data and submitted accurate time logs to keep management up-to-date.
- Maintain records of completed work and production data including volume produced and time required for each task.
- Adjusted machine settings according to production requirements.
- Load raw materials into machines according to specified measurements.
- Replace worn tools, sharpen cutting tools, adjust machinery components.
- Trained new operators and implemented new division operator training program to improve retention rates and increase production.
- Responded to and initiated proper corrections to process alarms.
- Prepared machine for production processes by equipping with required tools and parts.
- Adjust machine settings to complete tasks accurately.
Education
Bachelor of Arts - Business Administration
University of Maryland Global Campus
Hyattsville, MD05-2026
Bachelor of Arts - Criminal Justice
Southern New Hampshire University
New Hampshire02.2025
High school diploma or GED -
Skills
- Laboratory Experience
- Calibration
- Quality Assurance
- Typing
- Microsoft Word
- Manufacturing
- Research & Development
- Laboratory Management
- Customer service
- Product Development
- Medical Coding
- Medical Records
- Medical Billing
- Quality Control
- Windows
- Communication skills
- Driving
- Insurance Verification
- Project Management
- Program Management
- Internal Audits
- Forklift
- Order fulfillment
- Warehouse management system
- Assembly
- Analysis skills
- Customer support
- Team management
- Delegation and supervision
- Customer relationship building
- Training and coaching
- Scheduling
- Quality assurance controls
- Follow-up skills
- Data collection
- Adaptive team player
- Data entry
- Banking operations support
- Multi-line telephone operations
- Active listening
- Quality control
- Business development
- Research
- Empathy and patience
- Stress management
- Adaptability and flexibility
- Technical support
- Dispute resolution
Certification
Driver's License, 12/01/21, 08/01/25
Personal Information
Authorized To Work: US
Languages
English
Professional
Timeline
Customer Service Associate Team Leader
Highmark Health
06.2023 - Current
Production Operator
Alliema
04.2023 - Current
Lab Technician
Pace Analytical Services LLC
02.2022 - 10.2022
Machine Operator
Cenveo Worldwide Limited
11.2018 - 02.2022
Customer Service Representative
Credit Management Company
06.2018 - 04.2023
Bachelor of Arts - Business Administration
University of Maryland Global Campus
Bachelor of Arts - Criminal Justice
Southern New Hampshire University