Samara Hearns
Trenton,New Jersey
Summary
Skilled in technical troubleshooting and customer service, I excel in resolving complex issues, enhancing user experiences at Intuit and Amazon. Demonstrating critical thinking and empathy, I significantly improved customer satisfaction. Proficient in remote support and conflict resolution, my expertise aligns with high-demand skills, driving positive outcomes and loyalty.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Intuit
06.2020 - 11.2024
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Service Representative
Amazon
01.2017 - 03.2023
- 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.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA05-2012
Skills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Microsoft Word
- Data entry
- Appointment scheduling
- Patient confidentiality
- HIPAA compliance
- Medical terminology
- Call center experience
- Problem resolution
- Customer relations
- Critical thinking
- Customer service
- Inbound phone call handling
- Documentation and recordkeeping
- Office administration
- Document management
- Support services
- Customer service management
- Handling complaints
Timeline
Technical Support Representative
Intuit
06.2020 - 11.2024
Customer Service Representative
Amazon
01.2017 - 03.2023
High School Diploma -
Penn Foster Career School
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