Samaria Friend
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Product Support Representative Supervisor
FIS
01.2024 - Current
- Supervise a team of support representatives, ensuring consistently delivering high-quality customer service
- Managed incoming client inquiries through telephone, email, and chat, addressing product installation, operation, and maintenance concerns
- Troubleshoot technical issues related to software applications and electro/mechanical equipment, delivering actionable solutions
- Conducted issue replication in test environments to identify and resolve customer support challenges, including order processing and billing discrepancies
Bank Voice- Customer Service
Capital One
06.2024 - 02.2025
- Provide exceptional customer service via voice channels, assisting clients with account inquiries, issue resolution, and general banking support
- Leverage technical tools and resources to address customer concerns efficiently, ensuring first-contact resolution
- Collaborate with internal departments to escalate and resolve complex cases, maintaining high service standards
- Maintain detailed records of customer interactions and feedback to inform process improvements
Customer Support Specialist
Dish Network
03.2020 - 11.2023
- Resolved technical issues, providing prompt and effective customer solutions
- Addressed billing inquiries and identified discrepancies to maintain accurate and transparent billing processes
- Collaborated with cross-functional teams to expedite issue resolution and enhance customer support quality
- Adapted to procedural, product, and technological changes to ensure the provision of current and efficient customer support
Customer Service Representative
Concentrix
06.2018 - 02.2020
- Documented customer interactions and technical resolutions, enriching the team's knowledge repository for improved support services
- Met or surpassed key performance indicators by efficiently managing tasks and prioritizing customer issue resolution
- Kept abreast of Intuit's product updates and features, delivering informed guidance and support to customers for their service and account inquiries
Patient Intake Representative
LabCorp
04.2016 - 05.2018
- Verified insurance coverage and secured necessary authorizations for laboratory tests, ensuring precision and attention to detail
- Managed incoming phone calls, effectively triaging and routing them to the appropriate department or staff member
- Maintained an extensive understanding of company services, procedures, and policies, providing accurate information to patients during intake
Office Manager
Metro Mechanical Corp (HVAC)
05.2014 - 03.2016
- Analyzed office expenses and identified cost-saving measures, optimizing budget allocation
- Developed and delivered a training program for new hires, improving onboarding efficiency and productivity
- Managed payroll processing for 15 employees, ensuring accuracy and timeliness of payments
Education
Associates Degree - Healthcare Service Management
Milwaukee Area Technical College
Milwaukee, WI05-2025
High School Diploma -
Washington High School
01.2009
Skills
- Health Care Customer Service
- Administrative Assistant Certificate
- Supervisor Organization
- Problem Solving
- Persuasion
- Computer Navigation
- Time Management
- Attention to Detail
- Workplace Management
- Interpersonal Development
- Adaptability
- Data Entry
- Product Knowledge
- Account Management
- Payment Processing
- Troubleshooting Management
- Escalation management
- CRM software
- Inbound call answering
- Call documentation
- Verbal and written communication
Certification
- Healthcare Unit Coordinator, MATC, 05/01/24
- Health Care Customer Service, MATC, 05/01/24
- Administrative Assistant Certificate, Gener8tor, 05/01/24
Timeline
Bank Voice- Customer Service
Capital One
06.2024 - 02.2025
Product Support Representative Supervisor
FIS
01.2024 - Current
Customer Support Specialist
Dish Network
03.2020 - 11.2023
Customer Service Representative
Concentrix
06.2018 - 02.2020
Patient Intake Representative
LabCorp
04.2016 - 05.2018
Office Manager
Metro Mechanical Corp (HVAC)
05.2014 - 03.2016
Associates Degree - Healthcare Service Management
Milwaukee Area Technical College
High School Diploma -
Washington High School