Customer Service

McKinney, Texas • 972-***-**** • *********@*********.***

Ann Sampson

Summary of Qualifications

Client-focused and task-oriented Customer Service Professional with extensive experience managing home-based service and marketing operations; dedicated to providing high-quality customer experience to ensure repeat business and revenue.

•Excellent phone presence; able to connect with existing and potential clients and quickly establish rapport.

•Helps customers feel valued by applying problem-solving skills and innovative ideas to ensure their needs are met.

•Listens actively to understand customers’ needs; learns products thoroughly in order to explain details about how they best meet clients’ needs and requirements.

•Works effectively under minimal supervision; maintains strict confidentiality of customer information.

Professional Experience

Scheduling and Customer Service 2015-Present

Scheduler for Black Knight Pest Control

•Receive incoming calls and schedule pest control appointments for each week.

•Convey knowledge about available pest control services.

•Field questions and respond to dissatisfied customers, handling escalated situations with calmness and professionalism, and problem solving and re-scheduling.

Independent Home-Based Marketing 2004-2013

Representative for Melaleuca Inc., Waiora, MonaVie, Genesis255

•Contacted potential customers who had filled out forms on companies’ websites; introduced products and provided useful information to meet clients’ various needs.

•Conveyed knowledge about numerous individual products.

•Fielded questions and responded to dissatisfied customers, handling escalated situations with calmness and professionalism, offering amenable solutions whenever possible.

•Trained with another Melaleuca representative; picked up tips about what to say to customers and how to say it, including most effective tone of voice and techniques for establishing rapport quickly.

•Enhanced cold calling and telephone skills.

West, Inc., Omaha, Nebraska 2003-2006

Home-Based Customer Service Representative

•Represented ShopNBC and Office Depot.

•Took orders for customers of ShopNBC, entering order information into computer system for fulfillment at remote location, handling credit card information with ultimate confidentiality.

•Handled numerous aspects of customer service on behalf of Office Depot; took orders, processed returns, provided pricing information, and facilitated correction of errors such as missing items or duplications.

•Completed in-depth training with Office Depot that covered business practices, product knowledge, systems, and customer service techniques, including assessments to verify comprehension.

•Assisted customers with locating hard-to-find items.

•Followed philosophy of making sure customers’ needs were met, no matter what those needs were.

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Ann Sampson

Junior Achievement of Dallas, Richardson, Texas 1993-2001

Marketing Coordinator

•Managed donors and donations, entering donors’ information into database, recording checks, and preparing deposits.

•Spearheaded approximately six large campaign mailings each year; wrote campaign letters, handled organizational logistics, and raised pro bono postage.

•Wrote grants and proposals for foundations throughout Dallas area, generating between $50,000 and $60,000 per year.

•Made presentations to potential donor companies, interfacing regularly with repeat donors.

•Recruited and supervised around 20 volunteers for telemarketing campaign; organized entire campaign on behalf of managers, including collection efforts for overdue pledges at close of fiscal year.

•Handled ordering of supplies for marketing department, including procurement and administration of copy machine.

•Assigned responsibilities to marketing assistant.

•Tracked accruals throughout fiscal year, developed Excel spreadsheets, and made verbal reports on accruals to Dallas JA president.

•Prepared Annual Report for organization, handling totality of writing for report.

•Facilitated printing of Annual Report by securing donations for design and printing; provided input for layout and design efforts.

•Oversaw several temporary employees, familiarizing them with JA structure and procedures.

Education

University of Michigan, Ann Arbor, Michigan, Bachelor of Arts in Education

Studied Medisoft Medical Billing Software with medical billers at Active Rehabilitation, Inc., Plano, Texas (2003)

Took Internet-based medical billing course through Online U.S. Training Institute, Los Angeles, California (2002)

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