SAMIRRAH DEAL
Atlantic City
Summary
Team Lead and Subject Matter Expert with over 10 years of experience in customer service and management roles, excelling in data analysis, process improvement, and customer retention. Demonstrates a strong ability to enhance client engagement and streamline operations, resulting in measurable efficiency gains and improved customer satisfaction. Committed to fostering a collaborative and innovative work environment, driving team success and achieving organizational goals.
Resilient Graveyard Supervisor known for high productivity and efficient task completion. Specialized in team leadership, operational management, and conflict resolution. Excel at communication, adaptability, and decision-making to ensure seamless operations during night shifts.
Possess strong background as Graveyard Supervisor, managing both personnel and operations during night shifts. Expertise lies in coordinating tasks, maintaining graveyard security, and ensuring optimal service delivery. Strengths include effective communication abilities, strong leadership skills, and proven ability to handle high-stress situations. Have consistently ensured seamless operations and maintained high standards of graveyard maintenance in previous roles.
Overview
7
7
years of professional experience
Work History
Graveyard Supervisor
The Love Store
Las Vegas
05.2024 - 09.2025
- Resolved customer complaints promptly and effectively.
- Directed graveyard shift personnel in daily tasks and assigned duties.
- Ensured all equipment was properly maintained and serviced as needed.
- Maintained accurate records of employee attendance, job assignments, and payroll information.
- Supervised staff to ensure adherence to safety protocols and regulations.
- Generated weekly reports summarizing key accomplishments of the graveyard team.
- Monitored employee performance, provided feedback, and addressed any issues that arose.
- Assisted with recruitment efforts by interviewing potential candidates for graveyard positions.
- Analyzed data to identify areas of improvement within the graveyard shift operations.
- Responded quickly to emergency situations or crises during the overnight hours.
Cox Retention Customer Service Agent
Cox Communications
Las Vegas
01.2024 - 03.2025
- Cox Communications – Las Vegas, NV
Retention Customer Service Agent | 2024 – Present
Designed and implemented customer retention strategies that significantly reduced churn.
Enhanced customer satisfaction by resolving inquiries quickly, fostering trust and loyalty.
Developed training materials and mentored new hires, boosting team efficiency and performance.
Partnered with cross-functional teams to streamline resolution processes, cutting handling time. - Assisted customers with service inquiries and technical support issues.
- Documented customer interactions in the company service management system.
- Resolved billing discrepancies and payment issues for residential accounts.
- Collaborated with cross-functional teams to address customer concerns effectively.
- Educated customers on product features and service plans available to them.
- Managed high-volume call traffic while maintaining service quality standards.
Receptionist / Hotel Manager
Resorts Hotel And Casino
Atlantic City
09.2020 - 01.2023
- Manage front desk operations, enhancing guest satisfaction through efficient service delivery.
- Coordinated with housekeeping and maintenance to resolve guest issues promptly, enhancing overall guest experience.
- Provided personalized assistance to guests, fostering a welcoming environment that encouraged repeat visits.
- Oversaw front desk operations, achieving substantial improvements in guest satisfaction through efficient service delivery and timely issue resolution.
Remote Appointment Setter
MMC Group
04.2019 - 08.2021
- Scheduled over 100 remote appointments weekly, enhancing client engagement and satisfaction.
- Achieved a 40% increase in successful appointments through effective communication techniques.
- Utilized CRM software to manage client data, ensuring accuracy and timely follow-ups.
- Resolved scheduling conflicts efficiently, maintaining a high level of client trust.
- Contributed to team goals by consistently meeting monthly appointment targets.
- Streamlined appointment scheduling processes, enhancing lead conversion rates and contributing to substantial sales growth.
- Analyzed client preferences to tailor outreach strategies, resulting in noticeable improvements in engagement and appointment attendance.
- Coordinated with sales teams to align appointment goals, fostering teamwork and ensuring seamless communication across departments.
Customer Service Representative Medicare
Customer Contact Channels
Las Vegas
05.2018 - 01.2021
- Resolved Medicare inquiries efficiently, enhancing customer satisfaction and retention.
- Handled high volume of calls, achieving measurable improvements in response time.
- Collaborated with team to streamline processes, resulting in notable efficiency gains.
- Utilized analytical skills to identify trends, contributing to proactive problem-solving.
- Supported customers with empathy, fostering trust and long-term relationships.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
Education
Certificate Of Completion - Dental License
Milan Institute-Las Vegas
Las Vegas, Nevada, USAHigh School Diploma - Remote High School Graduate, Self Studies
Orion High School Virtual
Las Vegas, NVSkills
- Customer support
- Process Improvement
- Customer Retention
- Sales Strategy
- Client Engagement
- Team Collaboration
- Conflict Resolution
- Managing
- Marketing and promotion
- Problem resolution
- Follow-up skills
- Multitasking and organization
- Call management
- Escalation management
- Script adherence
- Staff training
- Project planning
- Performance management
- Human resources management
- Data analytics
- Schedule development
- Policy and procedure development
- Attention to detail
- Coaching and mentoring
- Relationship building
- Project management
- Workflow management
- Safety protocols
- Goal oriented
- Team building
- Business administration
Timeline
Graveyard Supervisor
The Love Store
05.2024 - 09.2025
Cox Retention Customer Service Agent
Cox Communications
01.2024 - 03.2025
Receptionist / Hotel Manager
Resorts Hotel And Casino
09.2020 - 01.2023
Remote Appointment Setter
MMC Group
04.2019 - 08.2021
Customer Service Representative Medicare
Customer Contact Channels
05.2018 - 01.2021
Certificate Of Completion - Dental License
Milan Institute-Las Vegas
High School Diploma - Remote High School Graduate, Self Studies
Orion High School Virtual