Exceptional Customer Service Provider

Samantha C. Metellus

*** * **** ****** ● Mount Vernon, NY 10550 ● 347-***-**** ● ad1u07@r.postjobfree.com EDUCATION

Syracuse University, Syracuse, NY August 2021 (INC) M.S., School of Education, Clinical Mental Health Counseling

● Cumulative GPA: 4.0/4.0

B.S., David B. Falk College, Human Development & Family Science May 2020 B.A., The College of Arts & Sciences, Psychology May 2020

● Cumulative GPA: 3.7/4.0

WORK EXPERIENCE

ExecOnline Inc. (Remote) June 2023 - Present

Part-Time Coaching Operations Associate

● Efficiently support various companies in improving their staff development by coordinating and confirming scheduled coaching sessions promptly, and ensuring the sessions are synced across all systems for both the coach and participant.

● Resolve a queue of 50+ support cases with varying issues related to the technical and coaching needs of all parties via Salesforce and Enterprise Portal.

● Ensure participants’ profiles are updated and that their requested sessions are within/before their program end date via Enterprise Portal (EP).

● Continually design and customize participants’ dashboards to ensure available services are developmentally appropriate according to their program and progress.

● Professionally address any outstanding concerns or changes via email communication that is clear and concise.

● Successfully increase potential and enrolled participants’ engagement in all offered opportunities through weekly outreach.

Williams-Sonoma Inc. (Remote) October 2022 - June 2023 Seasonal Customer Service Representative - Call Center

● Established and maintained a high level of customer satisfaction across all 7 brands by helpfully addressing all customers’ order needs, complaints, and inquiries via consecutive high-volume incoming calls.

● Meet and exceed daily metrics regarding phone productivity and customers’ star ratings based on their interaction(s) with me—an overall average of 4.7 out of 5.

● Collaborate with customers and delivery hubs on furniture orders to ensure delivery timeframes are met, products received meet expectations, and customers’ experiences are positive.

● Streamlined communication about orders across the team through well-detailed documentation of the purpose of the customer’s call, the action steps taken to accommodate the customer, and the overall outcome/resolution.

● Retained customer loyalty and appeased customer escalations by collaborating with appropriate leadership members in an attempt to advocate on the customer’s behalf and agree on a mutual resolution. Instacart May 2020 - Present

Independent Contractor Shopper

● Conveniently provides grocery delivery services to customers in a prompt manner.

● Enhances customers’ shopping experience by communicating with them using the in-app chat feature to inform them of any concerns with their requested products and/or answer any questions clearly and concisely. Syracuse University Bird Library Mail Room August 2019 - May 2020 Administrative Assistant

● Efficiently designed and implemented an organizational system to deliver hundreds of pieces of mail, packages, and office supplies to employees daily in a timely fashion.

● Supported and assisted library staff by attentively answering incoming phone calls and fulfilling requests. Syracuse University College of Law Career Services January 2018 - May 2019 Administrative Assistant

● Aided graduating law students with attaining a job in their field by researching and posting relevant, competitive jobs.

● Organized and maintained an Excel spreadsheet used to depict the utilization rate and impact of offered career services.

● Creatively marketed various events by curating several informative posters and posting announcements on the office’s Symplicity CSM page that increased students’ engagement. Party City June 2014 - August 2019

Shift Supervisor, 2017 - 2019

● Effectively managed a team of employees while developing and implementing an efficient schedule conducive to the store and employees’ needs.

● Guaranteed that the store’s supply and the quality of supply meet consumer demands by updating and maintaining the inventory system.

● Oversaw the cash flow of the store to secure a return of profit by tracking purchases and returns, and completing cashier balancing.

● Maintained and enhanced the store’s condition and appearance by fairly distributing closing responsibilities to each employee.

● Created and influenced a safe, respectful, and productive environment by managing employee conflicts.

● Retained customer satisfaction by attentively listening to customers about their service experience and resolving any concerns.

Sales Associate and Cashier, 2014 - 2017

● Assured that customers had a positive in-store experience by providing quality customer service and offering product expertise to assist customers with event planning and making their final purchases.

● Made certain that the store shelves were fully stocked and items were readily available for purchase when needed. SKILLS

● Proficient Computer Skills: Microsoft Word, Excel, PowerPoint, Outlook, Google Applications, and SPSS.

● CRM Platforms/Software: Salesforce, Enterprise Portal (EP), Learning Management System (LMS), Order Management System (OMS), CCUI, and Avaya Agent.

● Proficient in Creative Applications: Canva, Pinterest, CapCut, Videoleap, iMovie, Adobe, Filmora, and Final Cut Pro.

● HIPAA trained.

● Above average typing speed (53 WPM).

● Adaptive thinker, team player, and effective communicator.

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