Samira Scott
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
AR Customer Service Representative
Spectraforce Technologies Inc.
10.2023 - 03.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained up-to-date knowledge of product and service changes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
Call Center Customer Service Representative
Broadpath
03.2021 - 03.2023
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Responded to customer calls and emails to answer questions about products and services.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Addressed customer account discrepancies and concerns.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Generated customer service reports to track customer satisfaction.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Attended telephone skills and program information training sessions to boost aptitude.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Approved and terminated customer contracts upon request.
- Detailed payment options and explained price, receipt and billing details to customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Care Specialist
Continuum Global Solutions
06.2019 - 03.2021
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Audited customer account information to identify issues and develop solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
- Assisted in training new employees and participated in cross-training with other departments.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
Warehouse Associate
Milwaukee
03.2018 - 05.2019
- Established and maintained good relations with customers, vendors and transport companies.
- Organized warehouse design to maximize space for stock while allowing for high volume traffic zones.
- Increased productivity through cross-training and thorough training of both current employees and new hires.
- Hired, trained and motivated warehouse staff to meet tight schedules and demanding performance targets.
- Completed timely and accurate daily logs to keep internal reporting accurate and track materials movements.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Built motivated warehouse team to consistently accomplish operations goals and exceed performance targets.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors.
- Developed comprehensive staff training program to improve employee performance and morale.
- Developed and maintained knowledgeable and productive team of employees.
- Tracked production and quality control systems to proactively identify deficiencies.
- Worked safely around moving machinery.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
- Performed inventory control, such as counting, and stocking merchandise.
Store Associate
Victoria's Secret
10.2015 - 01.2018
- Coordinated restocks to keep retail displays organized and full for customers.
- Stocked shelves and racks and placed mannequins in key areas to attract customers to store.
- Boosted customer satisfaction with proactive initiatives focused on improved engagement and service resolutions.
- Oversaw annual store budget and worked closely with corporate and financial departments on reporting and payroll.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Answered product questions and assisted customers in selection and checkout.
- Conducted inventory analysis to determine optimal stock levels.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Answered questions about store policies and addressed customer concerns.
- Supervised daily operations by directing customer service, inventory and sales operations.
- Worked with store management to implement company safety programs and awareness, reducing workers' compensation costs.
- Developed marketing strategies by creating and implementing plans to promote store, attract new customers and increase sales.
- Arranged and organized staff work schedules to guarantee proper coverage for peak business hours.
- Boosted sales by effectively cultivating customer rapport and delivering superior customer service.
- Implemented loss prevention by preventing losses due to theft or other types of shrinkage.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
Education
GED -
West Jackson CDC
Jackson, MS05.2021
Skills
- High-Volume Environments
- Call Controlling
- Good Listening Skills
- Written and Oral Communications
- Typing 35 WPM
- Call Center Operations
- Information Updates
- Product and Service Knowledge
- Documenting
- Customer Satisfaction
- Issue and Complaint Resolution
- Quality Assurance Evaluation
- Accurate Cash Handling
- Store Opening and Closing Procedures
- Order Management
- Goals and Performance
- Customer Service
- Product and Service Sales
- Inventory Management
- MS Office Proficiency
- Sales Expertise
- Microsoft PowerPoint
- Microsoft Excel
- Retail Sales Customer Service
- Order Fulfillment
- Customer Relations
- Stocking and Replenishing
- Refund Processing
- Computer Proficiency
- Reading Comprehension
- Customer Relationship Management
- Professional Telephone Demeanor
- CRM Software
- Critical Thinking
Timeline
AR Customer Service Representative
Spectraforce Technologies Inc.
10.2023 - 03.2024
Call Center Customer Service Representative
Broadpath
03.2021 - 03.2023
Customer Care Specialist
Continuum Global Solutions
06.2019 - 03.2021
Warehouse Associate
Milwaukee
03.2018 - 05.2019
Store Associate
Victoria's Secret
10.2015 - 01.2018
GED -
West Jackson CDC
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