Summary
Overview
Work History
Education
Skills
Awards
Affiliations
Timeline
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SAMUEL HORREY

Hackensack,NJ

Summary

Proven track record of achieving a 95% customer satisfaction rate. Excel in delivering exceptional service and building strong client relationships. Dedication to exceeding expectations and resolving issues promptly, resulting in positive feedback and repeat business. Consistently demonstrate professionalism and attentiveness, contributing to team and organizational success. Committed to continuous improvement, always seeking new ways to enhance customer experience and drive positive outcomes.

Overview

18
18
years of professional experience

Work History

Customer Success Associate

Conduet
04.2024 - Current
  • Collaborated with cross-functional teams to address client issues promptly, resulting in faster resolutions and increased client satisfaction.
  • Developed tailored solutions for clients based on their unique needs, fostering long-term relationships and loyalty.
  • Conducted regular reviews of account performance, identifying areas for improvement and recommending strategic action plans.
  • Participated in internal meetings to provide valuable feedback from clients that informed product development decisions and improvements.

Customer Success Associate

Bet MGM
04.2021 - 02.2023
  • Yielded a 20% increase in retention in conjunction with a 15% decrease in complaints.
  • Demonstrated poise and professionalism while multi-tasking in a high-volume, face-paced call center environment, effectively prioritizing tickets and resolving customer complaints.
  • Leveraged strong written and verbal communication skills to deliver customer support.
  • Enhanced customer satisfaction through active listening and the use of forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Elevated customer experience by recommending products to customers and explaining details.
  • Mitigated future customer service issues by evaluating account/service history to identify trends.
  • Liaised with customers, management staff, and the sales team to better understand customer needs and recommend appropriate solutions.

Consultant

Verdure Watches
02.2019 - 12.2020
  • Fueled the creation of robust business plans encompassing HR and Benefits Planning.
  • Boosted company credibility and service offering awareness by developing targeted marketing collateral and compelling presentations to capture customer attention.
  • Advised on web content/layouts for online exposure and eCommerce sites.
  • Drove organizational improvement by assisting in the creation of databases.
  • Delivered onsite support when needed for meetings and/or promotional launches/events.

Operations Associate

Williams Jones & Associates
10.2017 - 02.2019
  • Streamlined accounting for $10B+ in AUM by reconciling all firm accounts daily to ensure account transactions, cost basis valuation, and active positions.
  • Entered all necessary information systems related to portfolios, contacts, groups, report distributions, translation tables, securities, indexes, prices, factors, sectors, and ratings.
  • Ran daily processes, data translation, alerts, exception reporting, and reconciliation summaries.
  • Identified key process improvements, developed key performance indicators (KPIs), and ensured proper alignment across operating plans and strategic initiatives.
  • Improved operations by designing sound business plans and system changes.
  • Developed and updated tracking spreadsheets using Microsoft Office.

Benefits Analyst

XEROX/Conduent
05.2014 - 10.2017
  • Drove a 25% improvement in efficiency by evaluating performance and realigning processes.
  • Impacted 800+ employees by accurately overseeing bi-weekly payroll across 3 locations.
  • Directed various benefit programs, including 401K, pension, medical, dental, and vision.
  • Support staff motivation initiatives by handling the monthly, quarterly, and annual payout for merit rewards, sales commissions, and bonus programs.
  • Minimized risk by keeping abreast of government regulations and standards, ensuring that company policies and procedures aligned with current labor laws.
  • Negotiated agreements between employees and management to clarify misunderstood directions and resolve conflicts affecting performance.

Operations Associate

AXA Equitable
09.2007 - 09.2012
  • Ranked regularly in the Top 3 in customer retention and resolution.
  • Responded to ~20 calls/emails per day from customers and brokers, delivering top-tier customer service and support to bring problems to a full resolution.
  • Executed intricate actuarial work, including plan calculations based on specific variables.
  • Led compliance testing projects to ensure accurate and efficient delivery of services.
  • Partnered with senior management to design and implement various improvement initiatives.
  • Positioned team members for success by hiring, training, and onboarding reporting staff members, conducting yearly performance evaluations with targeted feedback.
  • Boosted employee performance by fostering a motivational and positive work environment.
  • Trained and coached key team members on production techniques to establish expectations and ensure compliance with established quality guidelines.

Education

Nassau Community College
Garden City, NY

Skills

  • Salesforce
  • ADP
  • Microsoft Teams
  • Word
  • Office
  • Workday
  • Zendesk experience
  • Zendesk expertise

Awards

Ranked #1 "Best in Department" by Head of QA - Conduent, Most Consistent Team Player - Williams Jones & Associates

Affiliations

Rhema Worship Center International - Hurricane Sandy Relief Project

Timeline

Customer Success Associate

Conduet
04.2024 - Current

Customer Success Associate

Bet MGM
04.2021 - 02.2023

Consultant

Verdure Watches
02.2019 - 12.2020

Operations Associate

Williams Jones & Associates
10.2017 - 02.2019

Benefits Analyst

XEROX/Conduent
05.2014 - 10.2017

Operations Associate

AXA Equitable
09.2007 - 09.2012

Nassau Community College

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