Samson Daniel
Schenectady,NY
Summary
Experience with over 6 years of extensive customer service experience. Proven leadership skills and expertise in problem-solving, customer relations, and customer needs. I want to be part of the success in an environment of growth and excellence.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
24
24
years of professional experience
Work History
Call Center Representative 2(Supervisor)
Office of Children and Family Services
05.2022 - Current
- Responded to incoming customer inquiries quickly within an average speed of answer of less than 60 seconds and built customer loyalty by maintaining a customer satisfaction rate of 95%
- Executed over 2500 successful sales calls with a conversion rate of 40% and increased the close rate on all leads by 20%
- Processed customer orders and managed billing inquiries, resolving emergencies and practicing conflict resolution for disputes
- Facilitated customer service and technical support processes, resulting in a 30% decrease in call wait times
- Updated knowledge base and provided training to new representatives, contributing to a 10% rise in customer support performance
- Developed and maintained customer relations, promoting repeat business and customer loyalty with an increase in the customer retention rate of 10%
- Supervised call center representative 1
- Completed monthly, quarterly, and annual evaluations for call center representative 1
- Approved LATS and timesheet attendance for call center representative 1
- Monitored the daily performance of my staff members
- Approved telecommuting worksheet for my staff
- Performed interviews for new hires
Tax Technician Trainee
NYS Department of Taxation and Finance
01.2022 - 05.2022
- Executed tax-related procedures, such as updating and maintaining tax records, filing taxes, and calculating taxes
- Accurately completed over 200 tax returns within a given timeline, resulting in a 95% success rate for federal and state tax compliance
- Applied advanced problem-solving skills to address taxpayer issues, navigating through simultaneous deadlines and multiple phone conversations and consultations
- Evaluated completed tax forms for accuracy and completeness, and prepared reports to document taxpayer activities
- Identified potential adjustments to returns that would yield higher refunds or lower balances due and created responses to taxpayer inquiries
- Maintained complete confidentiality and accuracy of all taxpayer information and records
- Developed and maintained knowledge of rules, regulations, and compliance with American Institute of Certified Public Accountants (AICPA) standards
- Adjusted tax returns and issued bills when applicable
Senior Employment Security Clerk (TCC)
NYS Department of Labor
06.2021 - 01.2022
- Optimized Labor Market Information and prepared Unemployment Insurance claims and applications for Job Services Division with a 100% accuracy rating
- Coordinated local Employment Security Information System (ESIS) reports, Inputted wage data for Unemployment Insurance claims, and verified Employers accounts with 0 errors
- Reduced processing time of UI claims by 15% by introducing employer relations workflow protocols
- Processed an average of 250 client transactions per day with a 95% accuracy rate
- Released payments for qualified applicants
- Verified documents for Unemployment insurance application
Tax Information Aide
NYS Department of Taxation and Finance
11.2017 - 06.2021
- Provide telephone assistance by eliciting information from callers to determine the nature of the inquiry, assisting callers with tax filings, answer routine, simple questions about filing requirements or other related information, and route calls to the appropriate specialized units as necessary
- Resolve routine problems and issues
- Receive, screen, review, and verify documents
- Sort and distribute documents, keep appropriate records, and redirect documents as necessary
- Update and correct records and files
- Create routine reports, (e.g., personal and unit production, or assist in preparation of reports by gathering data, tabulating results, preparing simple charts)
- Operate office machinery, including photocopiers, calculators, computer printers, and scanners
- Enter and/or retrieve information from computer databases
- Communicate effectively both verbally and in writing
- Create materials, including, but not limited to letters/memorandums, emails, and spreadsheets using various computer software programs
- Research and resolve errors and omissions on tax returns
- Comprehend complex agency and program policies and procedures
- Perform other related duties as required
production Operator
DSM
04.2016 - 11.2017
- Handle raw materials, transport them from storage to dispenser room, weigh them as required per the batch formula and add them to required mixer
- Print labels, fill silos, complete final packaging, and sample per batch requirement, inspect both raw materials and finished goods as well as safely palletize and store raw materials and/or finished goods
- Ensure Safe lifting associated with the production of Dry and Liquid premixes
- Perform such lifting manually and with forklifts and pallet jacks
- Able to work unsupervised in pre-weight, batch build, and COP areas
- Monitor equipment and production process parameters; record process conditions and actions
- Report disturbances to the Supervisor and/or Lead Operator and inform him/her about production process adjustments/concerns
- Take raw material and finished good samples and analyze them and decide on operational action to be taken
- Perform minor maintenance work on equipment when necessary to ensure continuous efficient operation of process
- Take care of good housekeeping within areas of responsibility, in compliance with guidelines, orders and instructions
- Communicate relevant details with ALL team members including leaving and incoming shift colleagues
- Serves as backups to the Production Operator
- Supervise operation assistance
Dishwasher/Food Prep
More Perreca’s Italian Kitchen
11.2015 - 05.2016
- Clean and prepare various foods for cooking or serving
- Load or unload trucks that deliver or pick up food and supplies
- Receive and store supplies
- Set up banquet tables
- Stock supplies such as food and utensils in serving stations, cupboards, refrigerators, and salad bars
- Transfer supplies and equipment between storage and work areas, by hand or using hand trucks
- Cleaning the floor and walls
- Offering help to cooking staff
- Operating dishwasher machines
- Store food in designated containers and storage areas to prevent spoilage
- Package take-out foods and/or serve food to customers
- Inform supervisors when supplies are getting low, or equipment is not working properly
- Assist cooks and kitchen staff with various tasks as needed and provide cooks with needed items
Waste Sourcing Manager
Crown Tissue Mill Ltd
01.2004 - 12.2015
- Inspect trucks prior to beginning routes to ensure safe operating condition
- Operates forklifts and inspects for safe operation
- Fill out defective equipment reports
- Drive to disposal sites to empty trucks that have been filled
- Drive trucks, following established routes, through residential streets or alleys or through business or industrial areas
- Operate equipment that compresses collected refuse
- Operate automated or semi-automated hoisting devices that raise refuse bins and dump contents into openings in truck bodies
- Dismount garbage trucks to collect garbage and remount trucks to ride to the next collection point
- Communicate with dispatchers concerning delays, unsafe sites, accidents, equipment breakdowns, or other maintenance problems
- Check road or weather conditions to determine how routes will be affected
- Tag garbage or recycling containers to inform customers of problems such as excess garbage or inclusion of items that are not permitted
- Sort various items for recycling and throw materials into designated truck compartments
- Clean trucks or compactor bodies after routes have been completed
- Organize schedules for waste collection
- Provide quotes for refuse collection contracts
- Make special pickups of recyclable materials, such as food scraps, used oil, discarded computers, or other electronic items
- Organize/approve the Warehouse staff and truck delivery drivers for daily production and assign function in accordance with daily production routine as needed
- Maintain inventory of raw materials for production
- Receive materials from local suppliers and imported chemicals and materials such as bond papers, pop papers, pelican papers, coated papers, highly colored, light colored, brown paper, white paper, etc
- Maintain two warehouses of over 50,000 square feet for production material and two additional warehouses of 40,000 square feet for storage of finished goods such as jumbo rims of tissues paper and other tissue paper cut into various size, texture, patterns, and colors for toilet paper, paper towels, facial tissues, table napkins etc
- Receive and ship requests of finished products to other states of the federation as needed
Security Supervisor
Ashaka Security company (NBC)
01.2001 - 12.2004
- Assists in the supervision of Security Officers on assigned shifts
- Responsible for the proper execution of assigned duties
- Trains new officers
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Maintains a professional departmental, company and community reputation
- Maintains regular, consistent attendance record
- Knowledgeable of and adhere to all rules and regulations, policies, and orders
- Provides protection for the Niger Biscuit Company and all employees
- Provides overall protection of company assets
- Guards all transfers goods from the company to the public
- Interacts with guests and employees in a professional manner
- Interacts with local law enforcement agencies as required
Education
Accounting -
Excelsior University
Albany, NY02-2025
Accounting -
Eastern Gateway Community College
01.2020
Skills
- Excellent written and verbal Communication
- Customer service skills
- Strong working knowledge of branch operations
- Strong analytical skills
- Problem-solving skills
- Decision-making skills
- Account updating
- Data entry
Timeline
Call Center Representative 2(Supervisor)
Office of Children and Family Services
05.2022 - Current
Tax Technician Trainee
NYS Department of Taxation and Finance
01.2022 - 05.2022
Senior Employment Security Clerk (TCC)
NYS Department of Labor
06.2021 - 01.2022
Tax Information Aide
NYS Department of Taxation and Finance
11.2017 - 06.2021
production Operator
DSM
04.2016 - 11.2017
Dishwasher/Food Prep
More Perreca’s Italian Kitchen
11.2015 - 05.2016
Waste Sourcing Manager
Crown Tissue Mill Ltd
01.2004 - 12.2015
Security Supervisor
Ashaka Security company (NBC)
01.2001 - 12.2004
Accounting -
Excelsior University
Accounting -
Eastern Gateway Community College
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