Customer Service Quality Assurance

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SAMANTHA POPKIN

ad5yb7@r.postjobfree.com 941-***-**** Sarasota, Florida 34232

Summary

I am an adaptive, strong, and dependable person capable of working under pressure, and always willing to help.

Skills

Facility Security

Non-violent intervention

Surveillance

Observation

Personnel Supervision

First Aid Training

Stress Tolerance

Weapons training

Physical Fitness

Strategic planning and organization

ID Verification

Payment Collection

Drawer balancing and daily reconciliation.

Product Recommendations

Cash Handling

Payment Processing

Customer Assistance

Customer Service

Task Prioritization

Organization

Project Planning

Analytical Thinking

Multitasking

Quality Assurance

Teamwork and Collaboration

Flexible and Adaptable

Analytical and Critical Thinking

Verbal Communication

Excellent Communication

Calm Under Pressure

First Aid/CPR

Experience

DOC Dover, DE

Correctional Officer

10/2020 - 05/2024

Inspected and conducted random searches of communal areas.

Observed personnel behavior to prevent crime.

Employed de-escalation techniques, verbal commands, and physical and mechanical restraints to address unruly personnel.

Detected potential threats and quickly defused conflicts.

Monitored daily activities to identify and manage suspicious behavior, improper conduct, and signs of conflict.

Maintained clear and open communications with facility areas to support safe operations.

Informed personnel and visitors of rules, safety and security procedures and responsibilities.

Applied non-violent response tools and physical restraint during problematic situations.

Scientific Games Dover, DE

Field Service Technician

06/2017 - 10/2020

Performed on-site installation, routine maintenance, and repairs to systems equipment.

Drove and maintained company vehicle, keeping in peak condition.

Delivered outstanding customer service on field visits to meet corporate guidelines.

Trained customers on equipment after installation.

Observed field safety protocols to prevent injuries and accidents.

Minimized customer callbacks and equipment failure by reviewing job upon completion.

Calibrated instruments, controls, and equipment to evaluate function and evaluate performance.

Maintained equipment performance by cleaning and lubricating components.

Inspected drives, motors, and belts to complete comprehensive maintenance.

Diagnosed and repaired mechanical issues according to industry standards.

Performed annual and preventive system service maintenance.

Communicated with vendors, upper management, and peers.

Operated hand tools and power equipment according to corporate safety procedures.

Collaborated with team members to assess equipment performance needs.

Mentored and trained new employees on processes, flow, and safety procedures.

Explained and demonstrated equipment operations to customer.

Explained and recommended service options to customers and detailed costs.

Handled telephone support calls to determine issues and provide solutions.

Completed all necessary paperwork for service calls in a timely manner.

Food Lion Dover, DE

Cashier

01/2014 - 07/2017

Accepted cash and credit card payments, issued receipts, and provided change.

Operated cash register or POS system to receive payment by cash, check and credit card.

Collected payments and provided accurate change.

Helped customers find specific products, answered questions, and offered product advice.

Answered customer questions and provided store information.

Delivered high level of customer service to patrons using active listening and engagement skills.

Worked closely with front-end staff to assist customers.

Trained new team members in cash register operation, stock procedures, and customer services.

Completed daily recovery tasks to keep areas clean and neat for maximum productivity.

Processed sales transactions to prevent long customer wait times.

Learned roles of other departments to provide coverage and keep store operational.

Preserved appearance of store by arranging and replenishing displays and merchandise racks.

Helped with purchases and signed customers up for rewards program.

Scanned merchandise using point-of-sale system for accurate purchase totals.

Discounted purchases by scanning and redeeming coupons.

Used suggestive selling techniques to promote add-on sales.

Verified customer age requirement for alcohol or tobacco purchases.

Servpro Dover, DE

Cleaning and Equipment Technician

08/2016 - 05/2017

Cleaned and sanitized all working areas.

Disinfected main work areas, door handles, telephones and other frequently touched surfaces.

Checked inventory and cleaning supplies weekly and ordered replacements when necessary.

Responded quickly to spills to prevent slipping and clean messes to prevent staining or damage to flooring or furnishings.

Followed safety protocols while using hazardous chemicals.

Education and Training

Delaware Technical Community College Dover

Associate of Science in Criminal Justice

06/2021

Accomplishments

Outstanding Graduate award for Criminal Justice

Activities and Honors

Shopping

Traveling

Gym

Enjoy time with family.

Watching tv

Hanging with my animals.

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