Samantha Silva
Queens,NY
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Gas Sale & Car Wash
04.2019 - 05.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
Medical Assistant
Denville Associates Of Internal Medicine
04.2015 - 02.2017
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
Sales Associate
Aeropostale
06.2013 - 02.2015
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
Sales Representative
Footlocker, Foot Action, And Kids Footlocker
03.2010 - 06.2013
- Managed customer accounts to secure customer satisfaction and repeat business.
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Developed and implemented sales strategies to increase profits.
Education
Medical Assisting Certificate - Medical Assistant
Career Institute of Health AndTechnology
Westbury, NYHigh School Diploma -
Valley Stream Central High School
Valley Stream, NY06.2010
Skills
- Customer Service
- Effective Workflow Management
- Job and Task Observation
- Vendor Contracts
- High Customer Service Standards Adherence
- Creative Solutions
- Superior Computer Skills
- Social Media Platforms
- Positive and Constructive Feedback
Timeline
Customer Service Manager
Gas Sale & Car Wash
04.2019 - 05.2023
Medical Assistant
Denville Associates Of Internal Medicine
04.2015 - 02.2017
Sales Associate
Aeropostale
06.2013 - 02.2015
Sales Representative
Footlocker, Foot Action, And Kids Footlocker
03.2010 - 06.2013
Medical Assisting Certificate - Medical Assistant
Career Institute of Health AndTechnology
High School Diploma -
Valley Stream Central High School
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