Samara Estes
Manchester,OH
Summary
Detail-oriented team player with strong organizational skills. Successfully handles multiple projects simultaneously with a high degree of accuracy. Demonstrates dependability and organization in managing multiple priorities while maintaining a positive attitude. Proactively takes on additional responsibilities to contribute to team goal achievement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
RDI Corporation
Milford, OH
11.2024 - 05.2025
- Assisted customers in setting up mail order accounts accurately to ensure proper delivery of customers' medications.
- Assisted customers with refilling prescriptions, insurance concerns, addressed billing and delivery issues.
- Guided customers through the checkout process and explained payment options.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Clinical Programs Patient Care Advisor
Express Scripts
Philadelphia, PA
04.2022 - 08.2023
- Handled customer inquiries, ensuring that the product was delivered with appropriate care and attention
- Was in the weekly top 10th percentile of total number of calls made.
- Possessed the ability to identify and resolve all customer complaints or transfer them to a pharmacist who could better assist them.
- Received 100% on all quality assurance monitoring Assisted customers with refilling prescriptions or transferred them to the appropriate preferred pharmacy.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Met customer call guidelines for service levels, handle time and productivity.
Public Safety Telecommunicator
Adams County Sheriff's Office
West Union, OH
06.2021 - 05.2022
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Read system maps and caller information, and documented details in system.
- Established trust with distressed callers through empathetic listening skills and clear communication tactics, leading to more efficient resolution of crisis situations.
- Documented incident details accurately for use in investigations, legal proceedings, and future reference.
- Assisted in the development of training materials for new telecommunicators, resulting in increased preparedness and efficiency within the team.
- Handled sensitive information with discretion while maintaining strict confidentiality protocols as required by law enforcement standards.
- Managed multiple calls simultaneously while maintaining focus on each caller''s needs and providing essential support throughout each situation.
- Supported law enforcement officers with timely and relevant information, contributing to successful outcomes in challenging situations.
- Provided lifesaving medical instructions over the phone to callers, stabilizing patients'' conditions until first responders arrived on scene.
- Collaborated with fellow telecommunicators to ensure seamless shift transitions and continuous coverage of emergency communications needs.
- Enhanced emergency response times by efficiently prioritizing and dispatching appropriate resources.
- Utilized advanced mapping software to pinpoint caller locations rapidly, enabling faster response times from emergency personnel.
- Maintained a calm and professional demeanor while handling high-stress situations, ensuring effective responses to critical incidents.
- Assisted with the recruitment and onboarding process for new telecommunicators, providing guidance and support throughout the training period.
Public Safety Telecommunicator
Brown County Communication Center
Georgetown, OH
08.2020 - 06.2021
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
- Read system maps and caller information, and documented details in system.
Public Safety Telecommunicator
Adams County Sheriff's Office
West Union, OH
11.2015 - 08.2020
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
Lab Assistant
Adams County Regional Medical Center
Seaman, OH
11.2014 - 11.2015
- Assisted customers in setting up mail order accounts accurately to ensure proper delivery of customers' medications.
- Assisted customers with refilling prescriptions, insurance concerns, addressed billing and delivery issues.
- Guided customers through the checkout process and explained payment options.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Manchester High School
Manchester, OH06.2000
Skills
- Computer-aided dispatching
- Customer Service
- Basic life support understanding
- Excellent Communication
- Active Listening
- Analytical and Critical Thinking
Data entry proficiency
Attention to Detail
Multitasking ability
Patient Care
Critical Thinking Skills
Organizational Skills
HIPAA Compliance
Verbal and written communication
Patient confidentiality
Relationship Building
Patient documentation
Medical Terminology
Documentation
Quality Assurance
Patient Relations
Payment Collection
Policy compliance
Interdepartmental Collaboration
Organizational standards
Problem-Solving
Time Management
Punctual and Hardworking
Problem-solving abilities
Calm and Effective Under Pressure
Multitasking
Multitasking Abilities
Reliability
Critical Thinking
Caring and Empathetic
Decision-Making
Adaptability and Flexibility
Effective Communication
Documenting and Recording Information
Reliability and Dedication
Documentation skills
Task Prioritization
Outbound Calling
Self Motivation
Document filing
Certification
- EMD - Emergency Medical Dispatch
- PST - Public Safety Telecommunicator
Timeline
Customer Service Advocate
RDI Corporation
11.2024 - 05.2025
Clinical Programs Patient Care Advisor
Express Scripts
04.2022 - 08.2023
Public Safety Telecommunicator
Adams County Sheriff's Office
06.2021 - 05.2022
Public Safety Telecommunicator
Brown County Communication Center
08.2020 - 06.2021
Public Safety Telecommunicator
Adams County Sheriff's Office
11.2015 - 08.2020
Lab Assistant
Adams County Regional Medical Center
11.2014 - 11.2015
High School Diploma -
Manchester High School