Samaria Leak

Work History

TD Bank

10.2023 - Current

Answer inbound calls and assist customers with banking transactions, account inquiries, and product information.
Consistently maintained a customer satisfaction rating of 95% or higher, exceeding company benchmarks.
Educate customers on TD Bank’s digital banking services, including mobile and online banking.
Successfully resolved 90% of customer issues on the first call (First Call Resolution), reducing the need for escalations.
Identified upselling and cross-selling opportunities, leading to a 25% increase in product enrollments among customers.

Levy Food Service

08.2021 - Current

Promptly and warmly greet guests in the suite; take food and beverage requests, demonstrating a complete understanding of the menu items and ingredients; accommodating reasonable requests, preferences, specialized diets, and allergens
Exceptional communication skills and patience when communicating with guests and staff, promptly addressing complaints directly to the appropriate personnel
Maintaining high sensitivity and confidentiality regarding personal or medical information shared
Ensures that the dining room is proper before and after the service period
Operates a variety of equipment, including fire extinguishers, telephones, iced tea/soda machines, soup wells and coffee machines
Works with staff of other departments to perform job duties during special events and functions

Mosaic Pediatric Therapy

01.2022 - 09.2023

Remote position
Serving as the first point of contact for prospective clients inquiring about services in the Charlotte, Raleigh, and Asheville areas
Collecting pertinent client-privileged information using HIPPA and company policy safety guidelines to ensure absolute security
Aiding as a liaison between client needs and company procedure to initiate treatment in a timely manner
Taking time to explain each benefit, policies, and procedure as they apply to the client
Maintaining meticulous records of all interactions as company policy requires
Collaborated with other departments to initiate start of care for approximately 25 clients weekly

GoHealth, LLC

08.2015 - 11.2021

Remote position
Designed and executed program specific training for onboarding employees
Cross-trained existing employees to maximize team agility and performance
Leveraged data and analytics to make informed decisions and drive business improvements, resulting in a 12% increase over a quarter
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Reviewed and edited all training materials for accuracy and company policy compliance.

Delaware North

09.2015 - 08.2021

Performing various clerical work that includes filing, copying, and faxing
Support a variety of tasks while exercising judgment and complete confidentiality, which includes answering phones and emails, screening telephone callers, determining who should be directed to other team members, creating, typing, and proofreading routine and complex memos, agreements, documents, letters, reports, presentations and spreadsheets from dictation, rough copies, or typed drafts
Provide basic administrative support which includes coordinating activities and meetings, preparing expense reports and processing invoices for proper delivery, arranging appointments, and contacting team members
Coordinates vendor appointments, maintenance, and environmental upkeep for offices
Ability to communicate clearly and effectively in both verbal and written communication
High level of interpersonal skills to handle sensitive and confidential situations
Attention to detail in composing, typing, and proofing materials, establishing priorities, and meeting deadlines