Customer Service Project Management

KE’JUANNA SAM

Address: ***** ******* ***** **. ****** Springs, La 70706 Mobile: 504-***-****

E-mail: *************@*****.***

PERSONAL SUMMARY

Detailed-oriented and efficient customer service professional with 4 years of experience adept at developing, assessing, and streamlining processes and experiences to meet required standards and making recommendations for improvement. Timely organized with excellent communication and relationship-building skills which encourage customer confidence and loyalty.

SKILLS AND QUALIFICATION

Excellent conflict management skills

Ability to inspire and develop a productive and positive working environment.

Good knowledge of Microsoft Office and Windows-based computer applications.

Excellent communication skills

Excellent customer relationship management skills

Adaptive, innovative, and can work well under pressure

Project Management

Tax Preparer

WORK EXPERIENCE AND ACHIEVEMENTS

Co-Manager, RaceTrac

(January, 2019– December, 2023).

Actively involved in developing, documenting, and implementing an identification system for our loyal clients and first-timers who visit. This system randomly gave discounts to loyal customers and some randomly selected new members.

Reduced customer complaint resolution time by 30% by developing and documenting solutions to similar problems that occurred in the past for future reference. This enabled the company to proactively identify customer issues ahead of time and deal with them.

Developed a feedback system that allowed customers to indicate their level of satisfaction with our services rendered and solutions.

Successfully mentored, supervised, and led a team of 10 people in employing quality assurance practices to respond in real time to customer inquiries and complaints. This enhanced the customer service experience.

Increased the customer base by 30% and drove profit margins by 50% by maintaining an excellent environment for customers to be satisfied with services rendered. This earned me two promotions in 6 months.

Planning and leading monthly meetings

Budgeting and meeting sales

Bank Teller, Hancock Whitney Bank

(December 2023- November 2024)

Rated 5 stars for providing client services such as handling transactional needs like deposits, withdrawals, money orders, credit card, and loan payments

Achieved a significant increase in client satisfaction through educating clients on convenient digital solutions such as mobile, online, or ATM offerings and providing excellent services.

EDUCATIONAL BACKGROUND

Associate of Science in Business – Baton Rouge Community College, 2022-2025

General Education Diploma – Louisiana Community and Technical College, 2012

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