Samuel Glenn
Summary
Sales representative with a proven track record in client retention and service quality enhancement. Skilled in developing strong customer relationships and executing effective communication strategies to resolve inquiries and concerns, driving operational efficiency and customer satisfaction.
Overview
13
13
years of professional experience
Work History
ACCOUNT MANAGER
ONE MAIN FINANCIAL
09.2025 - Current
- Interacted with customers overdue by 30 to 90 days on personal, auto, and credit loans.
Executed communication via phone calls, emails, and text messages to maximize reach.
Presented solutions for bringing accounts current while addressing customer concerns. - Developed and maintained strong relationships with clients and stakeholders.
- Collaborated with internal teams to improve service delivery processes.
- Engaged with customers overdue by 30 to 90 days on personal, auto, and credit loans. Utilized phone calls, emails, and text messages to communicate effectively.
MEMBER SERVICES REPRESENTATIVE PART TIME
PLANET FITNESS
05.2025 - 09.2025
- Introduced black card amenities to new and existing members, increasing member engagement Supported welcome desk team by streamlining check-in processes and providing warm greetings to enhance member experience.nd warm greetings.
Conducted energetic, low-preManaged diverse club tasks while fostering a welcoming atmosphere for all members.d diverse club tasks while ensuring a welcoming atmosphere.
Maintained CPR and AED certification for member safety and emergency readiness. - Provided excellent customer service to enhance member experiences.
- Assisted members with account inquiries and membership changes.
- Processed new memberships and cancellations efficiently.
CUSTOMER SERVICE REPRESENTATIVE
VERRA MOBILITY
01.2025 - 06.2025
- Assisted customers via inbound calls, emails, and live chats with billing inquiries and product information, ensuring timely and accurate responses.
Handled new service requests, ensuring accurate processResolved customer concerns efficiently, contributing to increased satisfactionMaintained detailed records of customer interactions, supporting improved service continuity and reference. of customer interactions for future reference. - Assisted customers via inbound calls, emails, and live chats with billing inquiries and product information, ensuring timely and accurate responses.Handled new service requests, ensuring accurate processResolved customer concerns efficiently, contributing to increased satisfactionMaintained detailed records of customer interactions, supporting improved service continuity and reference. of customer interactions for future reference.
- Provided assistance to customers regarding mobility services and solutions through various communication channels.
- Processed service requests and coordinated resolutions with various departments.
CUSTOMER ENGAGEMENT REPRESENTATIVE
CONSUMER CELLULAR
09.2023 - 10.2024
- Facilitated inbound and outbound calls for cellular, home phone, and caregiving services, enhancing customer experience.
Assessed customer needs to provide tailored products and managed customer inquiries, resolving issues promptly to maintain high satisfaction, documented interactions accurately to support future reference and improve service quality. Or future reference and service improvement. - Helped customers understand product features and select appropriate service options.
- Educated clients on mobile plans and device features.
- Addressed customer complaints by using effective communication techniques to ensure understanding and resolution.
RETENTION
WASTE MANAGEMENT
11.2021 - 10.2023
- Identified savings opportunities to increase customer value.
- Designed strategies for customer acquisition and retention initiatives.
- Developed strategies for improving customer retention rates through better service delivery.
- Followed legal requirements for document retention periods.
INBOUND SALES REPRESENTATIVE
COX COMMUNICATIONS
01.2021 - 09.2021
- Engaged customers to assess needs and recommend suitable services.
- Responded to incoming calls from residential customers, ensuring prompt resolution of concerns and enhancing customer satisfaction new customers about product offerings and service options. Proposed enhancements for optimized service experiences to current cucustomers, improving overall service quality.stomers for optimized service experiences.
- Facilitated smooth onboarding process for new accounts and services.
- Utilized CRM software to track customer interactions and sales activities.
INBOUND SALES AGENT
DISH NETWORK
06.2020 - 10.2020
- Managed inbound calls related to residential satellite phone and internet services.
Provided guidance to customers regarding service options and current promotions.
Regularly achieved sales goals across daily, weekly, and monthly metrics, securing top agent status.
Collaborated with management to train and coach incoming sales agents for improved performance. - Engaged customers to identify needs and recommend suitable products.
- Managed inbound sales calls to promote DISH Network services effectively.
- Provided detailed product information to assist customer decision-making.
INBOUND SALES AGENT
CABLE ONE/SPARKLIGHT
01.2018 - 02.2020
- Responded to customer inquiries for residential cable, home phone, and internet service inquiries, maximized profits by maintaining high customer satisfaction levels, resulting in strong client retention and loyalty. satisfaction for new and existing clients.
Earned membership in Presidential Club for top sales performance training sessions for new sales representatives in the Facilitated training for sales representatives in Coaching Assistant Program. Sales representatives through the Coaching Assistant Program. - Engaged customers through inbound calls to assess their needs.
- Provided product information and solutions to enhance customer satisfaction.
- Processed orders accurately using company software and systems.
CALL CENTER SUPERVISOR
24-7 INTOUCH
07.2017 - 12.2017
- Oversaw training and attendance of 15-20 call center agents to ensure optimal operational readiness.
Conducted training sessions focused on improving customer interactions.
Supported development of operational quality and training processescessescessescessescessesCompiled detailed reports to analyze performance metrics. and provided data to meet cuscustomer reporting needs accurately.tomer reporting requirements.
Ensured all agent records remainPartnered with management to enhance operational strategies to implement improvements that elevated customer satisfaction. Enhanced customer satisfaction.n. - Monitored call quality to ensure adherence to company standards.
- Trained new employees on customer service protocols and software systems.
- Oversaw training and attendance of 15-20 call center agents to ensure optimal operational readiness.Conducted training sessions focused on improving customer interactions.Supported development of operational quality and training proCompiled detailed reports to analyze performance metrics. and provided data to meet cuscustomer reporting needs accurately.tomer reporting requirements.Ensured all agent records remainPartnered with management to enhance operational strategies to implement improvements that elevated customer satisfaction.enhanced customer satisfaction.n.
TRAINING DIRECTOR
NUHOME PROMOTIONS
01.2014 - 02.2017
- Oversaw new hire program, training 20 individuals weekly to enhance onboarding experience.
Authored training manuals resolving intricate customer service challenges.
Measured training success via tested workshops on team collaboration and system navigation to improve operational effectiveness.oration and system navigation.
Evaluated documentation for compliance Crafted manuals for training training manuals for daily use, facilitating ongoing employee development.DDDaily-use training manuals to support ongoing development. - Developed and implemented training programs for diverse employee skill sets.
- Collaborated with management to identify training needs across departments.
- Facilitated workshops and seminars to enhance employee engagement and knowledge.
CALL CENTER MANAGER
NUHOME PROMOTIONS
01.2014 - 02.2017
- Coordinated efforts among five team leaders and over 80 members to enhance operational efficiency.
Developed and implemented programs to enhance customer satisfaction, resulting in improved service quality.
Conducted interviews, hired, and trained new quality customerAddressed negative customer feedback propromptly, ensuring timely resolution and improved customer relationships. Promptly to ensure resolution.
Delivered product and leadership support to representatives and clients, addressing inquiries and providing guidance.
Communicated effectively with team members. Facilitated weekly meetings to review customer service metrics and align performance plans with team objectives.rics and performance plans. - Developed training programs for new call center representatives.
- Implemented quality assurance measures to enhance customer interactions.
- Coordinated efforts among five team leaders and over 80 members to enhance operational efficiency.Developed and implemented programs to enhance customer satisfaction, resulting in improved service quality.Conducted interviews, hired, and trained new quality customerAddressed negative customer feedback propromptly, ensuring timely resolution and improved customer relationships. Promptly to ensure resolution.Delivered product and leadership support to representatives and clients, addressing inquiries and providing guidance.Communicated effectively with team members. Facilitated weekly meetings to review customer service metrics and align performance plans with team objectives.rics and performance plans.
Education
DIPLOMA -
SUN VALLEY HIGH SCHOOL
01-1999
Skills
- Client retention
- Sales strategies
- Sales negotiation
- Sales forecasting
- Account management tools
- CRM software proficiency
- Time management
- Problem solving
- Customer relationships
- Service quality enhancement
- Team management
- Client outreach strategies
Timeline
ACCOUNT MANAGER
ONE MAIN FINANCIAL
09.2025 - Current
MEMBER SERVICES REPRESENTATIVE PART TIME
PLANET FITNESS
05.2025 - 09.2025
CUSTOMER SERVICE REPRESENTATIVE
VERRA MOBILITY
01.2025 - 06.2025
CUSTOMER ENGAGEMENT REPRESENTATIVE
CONSUMER CELLULAR
09.2023 - 10.2024
RETENTION
WASTE MANAGEMENT
11.2021 - 10.2023
INBOUND SALES REPRESENTATIVE
COX COMMUNICATIONS
01.2021 - 09.2021
INBOUND SALES AGENT
DISH NETWORK
06.2020 - 10.2020
INBOUND SALES AGENT
CABLE ONE/SPARKLIGHT
01.2018 - 02.2020
CALL CENTER SUPERVISOR
24-7 INTOUCH
07.2017 - 12.2017
TRAINING DIRECTOR
NUHOME PROMOTIONS
01.2014 - 02.2017
CALL CENTER MANAGER
NUHOME PROMOTIONS
01.2014 - 02.2017
DIPLOMA -
SUN VALLEY HIGH SCHOOL