Samaria Holland
Carrollton,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
United Healthcare Group
Remote
07.2022 - 12.2025
- Resolved customer inquiries efficiently, providing high-quality support and solutions.
- Utilized CRM systems to track customer interactions and ensure accurate documentation.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Mentored junior representatives, fostering a collaborative and knowledge-sharing environment.
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Led initiatives to improve response times, enhancing overall customer satisfaction rates.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Rep
Medline Industries
30122, GA
05.2019 - 07.2022
- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
- Trained two new employees in how to use Kayako, entering customer data and organizing customer interaction logs
- Received an average 85% customer satisfaction rating to date, 15% higher than the company average
- Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations
Machine Operator
OFS
30117, GA
01.2015 - 05.2019
- Measure and examine extruded products in order to locate defects, and to check for conformance to specifications; adjust controls as necessary to alter products.
- Determine setup procedures and select machine dies and parts, according to specifications.
- Change dies on extruding machines according to production line changes.
- Start machines and set controls to regulate vacuum, air pressure, sizing rings, and temperature, and to synchronize speed of extrusion.
- Clean work areas.
Part Marker
Honda Lock
30112, GA
08.2013 - 12.2014
- Inspect Parts
- Document and Detail any Nonconformance Product/Parts
- Made labels
- Perform quality checks on products and parts.
- Package finished products and prepare them for shipment.
- Review work orders and blueprints to ensure work is performed according to specifications.
- Complete production reports to communicate team production level to management.
- Supervise assemblers and train employees on job procedures.
Administration Clerk
Carrollton Housing Authority
30117, GA
08.2010 - 08.2012
- Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints.
- Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail.
- Review files, records, and other documents to obtain information to respond to requests.
- Deliver messages and run errands.
- Keep records of materials filed or removed, using logbooks or computers.
- Add new material to file records or create new records as necessary.
- Perform general office duties such as typing, operating office machines, and sorting mail.
Education
High School Diploma - undefined
Mount Zion High School
Carrollton, GA05.2011
Skills
- Achieved high levels of data accuracy through diligent data entry practices Enhanced database administration processes, resulting in improved data retrieval times Optimized inventory management systems, contributing to reduced stock discrepancies Delivered effective documentation using Microsoft Office, enhancing team productivity Improved communication efficiency through proficient use of telephones and headsets
Certification
- VA/MED D CERTIFIED
- CPR CERTIFIED
Timeline
Customer Service Representative
United Healthcare Group
07.2022 - 12.2025
Customer Service Rep
Medline Industries
05.2019 - 07.2022
Machine Operator
OFS
01.2015 - 05.2019
Part Marker
Honda Lock
08.2013 - 12.2014
Administration Clerk
Carrollton Housing Authority
08.2010 - 08.2012
High School Diploma - undefined
Mount Zion High School