SAMANTHA MCKAY
Fort Gregg-Adams
Summary
Personable and solution-oriented, with keen ability to empathize and build rapport with customers. Possesses foundational understanding of customer service principles and adept in communication and conflict resolution. Committed to achieving positive outcomes and contributing to high-functioning team environment.
Overview
8
8
years of professional experience
Work History
CUSTOMER SERVICE COLLECTIONS REPRESENTATIVE
Chiropractic Office
05.2015 - 06.2016
- Used computer systems and software packages to input, access or store information
- Updated databases with new and modified customer data
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Reviewed open accounts for collection and skip trace efforts to meet or exceed performance goals
CUSTOMER RELATIONS SPECIALIST
Paradigm, Inc.
02.2012 - 05.2015
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Took special orders over telephone and generated contracts for additional revenue every month
- Fielded customer complaints and queries, fast-tracking for problem resolution
- Uphold privacy and security requirements for customer information
- Maintained high satisfaction rating with customers by providing exceptional service and support
- Built relationships with distributors and dealers by providing first-line support and education
- Maximized customer satisfaction by handling customer email and telephone interactions
- Traveled throughout the year attending conferences and meeting with clients
Assistant Floor Manager
Wet Seal
03.2008 - 12.2011
- Capacity planning, Assisted in hiring processes to maintain optimal staffing levels during peak seasons.
- Ensured high levels of customer service were maintained consistently through constant supervision of staff interactions.
- Utilized analytical tools to monitor sales trends allowing proactive adjustments of floor plans as needed.
- Participated in weekly meetings with upper management communicating updates on store performance metrics.
- Increased customer satisfaction by addressing and resolving customer complaints in a timely manner.
- Reduced employee turnover rate by creating a positive work environment and offering consistent support to staff members.
- Streamlined inventory management by implementing efficient organization strategies and accurate recordkeeping.
- Assisted floor manager in developing promotional strategies that increased overall revenue generation.
- Developed and implemented floor plans and layouts to maximize customer satisfaction and sales.
- Managed team of 30 employees to maintain smooth-running operations of shop floor.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Enhanced team productivity by providing clear direction, setting goals, and maintaining open communication lines.
Education
Associate of Studio Arts - Photography
Tidewater Community College
Norfolk, VA12.2010
Skills
- Customer Retention Strategies
- Issue and Complaint Resolution
- Understanding Customer Needs
- Customer relationship building
- Patience and persistence
- Goal-oriented mindset
- Records management
- Teamwork
- Organization skills
- Multitasking Abilities
- Reliability
- Problem-solving
Timeline
CUSTOMER SERVICE COLLECTIONS REPRESENTATIVE
Chiropractic Office
05.2015 - 06.2016
CUSTOMER RELATIONS SPECIALIST
Paradigm, Inc.
02.2012 - 05.2015
Assistant Floor Manager
Wet Seal
03.2008 - 12.2011
Associate of Studio Arts - Photography
Tidewater Community College
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