Samantha Richard
ACWORTH
Summary
Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues.
Overview
11
11
years of professional experience
Work History
Customer Advocate
Delta Dental Insurance
07.2022 - Current
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Handled difficult customer and provider situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Generated detailed reports to track customer service metrics and overall customer satisfaction.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Bank Teller
Wells Fargo
01.2022 - 07.2022
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Assisted customers with compromised debit cards and issued new credentials.
- Turned in excess cash to maintain drawer security.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
Bartender
Nenos Tavern
03.2012 - 05.2020
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Obtained cash bank and stocked service bar to prepare for operation.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Followed strict recipes and drink measurements to minimize product used.
- Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Used extensive knowledge of beer, wine and spirits to make informed recommendations to customers.
- Helped management plan and serve bar menu exceeding customer expectations.
Education
High School Diploma -
Central Gwinnett High School
Lawrenceville, GASkills
- Process Transactions
- Issue and Complaint Resolution
- Customer Retention Strategies
- Cultural Awareness
- Livechat Messaging
- Administrative and Office Support
- Invoice Requests
- High-Volume Environments
- Data Entry
- Educating Customers
- Calm and Professional Under Pressure
- Inquiry Research
- Investigate Claims
- Document and Records Management
- Policy and Procedure Adherence
- Microsoft Office
Timeline
Customer Advocate
Delta Dental Insurance
07.2022 - Current
Bank Teller
Wells Fargo
01.2022 - 07.2022
Bartender
Nenos Tavern
03.2012 - 05.2020
High School Diploma -
Central Gwinnett High School
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