Samoya Wright
Macon,GA
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.
Overview
13
13
years of professional experience
Work History
Temporary Customer Service Ambassador
Activus Connect
08.2023 - 09.2023
- 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.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Kept accurate records to document customer service actions and discussions.
- Conversion rate within company improved by 8.2% due to boost in sales.
Fraud Detection
PSCU
05.2023 - 07.2023
- Documented evidence for fraud cases by interviewing involved parties, obtaining statements and reviewing and analyzing records and files.
- Identified and pursued leads to obtain evidence regarding fraud cases.
- Evaluated customer data to identify and prevent fraudulent activities.
- Received and evaluated complaints regarding fraud, deception and misrepresentation.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Managed over 150 calls per day with outstanding metrics.
Telephone Survey Agent
Shiftsmart
09.2021 - 11.2022
- Gathered data and insights from participants during telephone interviews.
- Administered phone interviews to survey participants.
- Followed call center protocols when notifying participants of call purpose and use of information.
- Documented records of call information.
- Production rate was very stellar with 180% success with survey completions.
- Explained survey objectives and procedures to interviewees and interpreted survey questions to help interviewees' comprehension.
Lead Customer Service Agent
Ocho Rios Atlanta Inc.
08.2010 - 12.2019
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Responded to customer calls and emails to answer questions about products and services.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Planned schedules and workflows based on expected customer demands.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained 99% customer satisfaction 2012-2019 which led to increasing sales.
Education
Associate of Arts - Business Administration
Strayer University
Lithonia, GA05.2020
Skills
- Sales Expertise
- Team Building
- Cash Handling
- Purchasing and Procurement
- Data Entry
- Call Center Operations
- Customer Relationship Management (CRM)
- Administrative Support
- Microsoft Office Suite
Timeline
Temporary Customer Service Ambassador
Activus Connect
08.2023 - 09.2023
Fraud Detection
PSCU
05.2023 - 07.2023
Telephone Survey Agent
Shiftsmart
09.2021 - 11.2022
Lead Customer Service Agent
Ocho Rios Atlanta Inc.
08.2010 - 12.2019
Associate of Arts - Business Administration
Strayer University