Samuel Hansen

**** * **** *, **** Haven, Utah • https://github.com/sam-hansen • linkedin.com/in/sammhansen

• @samuelmhansen

ad3hqo@r.postjobfree.com • 801-***-****

Customer Service Representative

A highly adaptable individual with a diverse background in banking, finance, and the medical field. Throughout my career, I have consistently provided exceptional service, consistently striving to enhance member and customer experiences. I am a proactive learner who excels in practical, hands-on environments. Currently, seeking full-time employment, with the flexibility to accommodate my educational pursuits alongside professional commitments

WORK EXPERIENCE

The Home Depot

• Ogden, Utah, United States · Remote • Full-time

May 2018 - Nov 2023 Pro Customer Support Representative

• Provided exceptional customer service by promptly addressing and resolving customer inquiries, ensuring a positive and seamless shopping experience.

• Assisted customers with placing orders, tracking order statuses, and locating merchandise, resulting in increased customer satisfaction and repeat business.

• Effectively resolved customer issues and deescalated tense situations, maintaining professionalism and empathy throughout interactions.

• Utilized available resources and knowledge base to provide accurate and comprehensive information to customers, minimizing the need for follow-up contacts.

• Maintained a customer-centric approach, consistently striving to deliver the best and most effortless service experience.

• Demonstrated strong problem-solving skills, effectively identifying and resolving customer concerns in a timely manner.

• Maintained clear and concise communication with customers, avoiding technical jargon and ensuring understanding of information provided.

• Diligently proofread all customer communications, ensuring accuracy and professionalism in written correspondence.

Focus USA

• Ogden, UT • Full-time

Apr 2018 - May 2018

A leading provider of Direct Marketing Solutions Mailing Lists Email Lists Customer Service Representative - Varo Banking App

• Provided exceptional customer service as a representative for Varo Account, ensuring customer satisfaction and resolving inquiries and issues.

• Effectively communicated with customers to understand their needs and provide appropriate solutions.

• Demonstrated strong problem-solving skills in handling customer complaints and finding prompt resolutions.

• Maintained a high level of professionalism and courtesy in all customer interactions.

• Collaborated with cross-functional teams to address customer concerns and improve overall customer experience.

• Adapted quickly to changing priorities and handled a high volume of customer inquiries in a fast- paced environment.

Convergys

• Ogden, UT • Full-time

Oct 2015 - Dec 2015 Booking Agent

• Served as a Booking Agent at Convergys, effectively managing customer bookings and ensuring a seamless experience.

• Demonstrated strong organizational skills in handling a high volume of bookings within tight deadlines.

• Provided exceptional customer service, addressing inquiries and resolving issues promptly and professionally.

• Consistently met or exceeded performance targets, contributing to the overall success of the team.

eBay Inc

• Draper, UT • Full-time

Feb 2015 - Apr 2015 CSA, M2M Resolutions

• Responsible for helping members with cases against each other for non-payment, items not as described, un-received items or any other problems/issues that they may run into between buyer and seller.

America First Credit Union

• Layton City, Utah • Full-time

Sep 2005 - Sep 2014

Lead Teller / Assistant Branch Manager / Mortgage Consumer Loan Officer

• Supervising my staff as well as balancing teller transactions with any loan applications and closings. Also, in charge of any money going in or out of the fault/safe and being there to support my tellers with difficult situations.

Layton City Surf N Swim•Layton City, Utah 84041 • Part-time Mar 2003 - Aug 2005 Lifeguard Instructor

• I worked as a lifeguard during normal business hours of operations. I also taught a lifeguard class in conjunction with the Red Cross. Once they were done with the class portion they would be tested both in and out of the water to be certified. I also taught public and private swim lessons.

EDUCATION

BS Software Engineering in Computer Science

Western Governors University • Salt Lake City, UT Feb 2024 - Aug 2027

Bachelor of Arts in Vocal Performance

Weber State University • Ogden, UT • GPA: 3.7 Aug 2003 - Dec 2003

HS Diploma

Layton High School • Layton, UT • GPA: 3.9 Aug 2000 - Jun 2003

CERTIFICATIONS

Mortgage Consumer Loan Officer Certified Mar 2008 - Sep 2014

America First Credit Union

AWARDS & SCHOLARSHIPS

Silver Service Level Homer Award Jul 2022

The Home Depot

Bronze Service Level Homer Award Jul 2021

The Home Depot

VOLUNTEERING & LEADERSHIP

Boy Scouts of America Jun 1996 - May 2001

Eagle Scout

Various jobs from cleaning up someone's yard that wasn't able to, painting a house, volunteering at a soup kitchen and building a ramp for a lady who was in a wheel chair.

SKILLS

Business-to-Business (B2B), Logistics & Tracking

Banking & Finance: Basic Accounting, Cash Management, Consumer Lending, Credit, Financial Analysis, Financial Services, Home Equity Loans, Loans, Teller Operations LEADERSHIP: Difficult Situations, Management, Supervisory Management, Team Building, Team Leadership CUSTOMER SERVICE: Customer Support, Member Relations TIME MANAGEMENT: Multitasking, Productivity

MICROSOFT OFFICE 365: Excel, Outlook, PowerPoint, Word SALES: Cross-Selling

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