Samerria Gee
Zion,IL
Summary
Experienced Office Manager and administration professional with 6 years of experience in Customer Service Management, overseeing wide variety of essential functions in bustling business. Analytical in optimizing productivity, efficiency and service quality across various offices within diverse environments. Highly organized with strengths in prioritizing tasks and managing deadlines.
Overview
8
8
years of professional experience
Work History
Customer Support Representative
Grainger
09.2022 - Current
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Connected with customers to address questions and resolve issues through phone and email.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Call Center Representative
Baxter Credit Union
12.2021 - 08.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Call Center Representative 2
Great Lakes Credit Union
07.2020 - 11.2021
- Resolved concerns with products or services to help with retention and drive sales.
- Answered average of 60 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion and access to services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
BDC Service Lead
Autonation Toyota Libertyville
09.2016 - 07.2020
- Managed quality assurance program including on site evaluations, internal audits and customer surveys
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Developed written plans and obtained customer consent to proceed
- Scored over 30 recorded calls per day
- Acted as first point of contact and set appointments for prospective clients.
- Reduced no-show rates by diligently confirming appointments via phone or email reminders.
Education
Some College (No Degree) - Early Childhood Education
College of Lake County
Grayslake, ILHigh School Diploma -
Warren Township High School
Gurnee, IL 05.2009
Skills
- Documentation and reporting
- MS Office proficiency
- Customer assistance
- Cash register operations
- Schedule coordination
- Superior computer skills
- Management of remote employees
- Training and coaching
- Time management
- Payment Processing
Accomplishments
- Supervised team of 5 staff members.
- Completed manager training program.
- Promoted to BDC Lead after only 1 year for exceptional performance.
- Exceeded team sales goals by 17%.
- Completed more than 75 outbound calls a day.
- Recieved more than 100 inbound calls per day.
- Successfully recruited and trained 7 new customer service representatives.
Timeline
Customer Support Representative
Grainger
09.2022 - Current
Call Center Representative
Baxter Credit Union
12.2021 - 08.2022
Call Center Representative 2
Great Lakes Credit Union
07.2020 - 11.2021
BDC Service Lead
Autonation Toyota Libertyville
09.2016 - 07.2020
Some College (No Degree) - Early Childhood Education
College of Lake County
High School Diploma -
Warren Township High School
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