Customer Service Leader with Coaching Expertise
Resume:
Samara Lott
Customer Service Expert
Omaha, NE **111
**************@*****.***
Work Experience
Office/ Client Manager WeeCare Home Health Agency – Omaha, NE Oct 2024 - Feb 2025
• Interview with potential candidates for employment
• Assist clients with keeping information up to date and follow up with the state agency
• Report on management case updates/changes
• Transport clients to appointments
• Maintain files, update, and correct information
Team Supervisor Humana - Work at Home - Omaha, NE June 2022 to March 2024
• Manage, Coach, and develop agents' skills and continued training for further development.
• Monitor statistics, metrics, and side-by-side coaching.
• Management report, weekly meetings, implementation of new policies and procedures, disciplinary actions, and termination.
Phlebotomy Technician Trainee Metropolitan Community College - Omaha, NE Apr 2021 to Aug 2021 Team Supervisor, North End Teleservices - Omaha, NE October 2015 to February 2020
• Assist agents with scheduling adherence, quality scores, and training.
• Run reports to ensure all compendium goals are met.
• Management report, weekly meetings, implementation of new policies and procedures, and disciplinary actions, and termination.
Coach/Counselor Uta Halee - Omaha, NE October 2018 to February 2019
• Assist at-risk youth with working programs for success
• Direct/supervise activities with youth in adherence to policies
• Properly document activities in daily progress reports as well as complete shit reports for the week. Member Services Rep I, Centene Corporation - Omaha, NE, October 2017 to May 2018
• Assist members with inquiries regarding benefits and membership inquiries.
• Maintain customer information in the system and issue duplicate cards.
• Process returned mail for members and work with the pharmacy on member prescriptions. Customer Care Omaha Steaks - Omaha, NE November 2014 to May 2018
• Assist customers with customer service/care-oriented issues, payments, order issues, and replacements.
• Conduct research to assist customers with order replacements, corrections, refunds, and provide over-the-top customer service to enhance their experience. Clerk Omaha Housing Authority - Omaha, NE April 2016 to October 2017
• Assist housing specialist with caseloads and file according to action within file.
• Run employment verifications in the event a tenant reports change within the household.
• Report to management and assist with filing and backup for additional projects. Customer Service Supervisor EMS, Inc - Omaha, NE December 2014 to May 2016
• Assist guests with inquiries on textbook availability, rental/ replacement cost, rental account maintenance, and slight technical support for online issues.
• Verify rental returns, deliveries, and inventory for upcoming semesters for guests.
• Report to management any complaints or issues that require escalation and documentation of cases for follow-up and further research.
• Providing extraordinary customer service and soft skills, while exceeding company standards. Customer Service Manager (CSM) West Corporation - Omaha, NE May 2012 to December 2014 July 1997- September 2001
• Assist customers with account maintenance, payments, and service changes.
• Provide Tier 1 technical support to customers with service issues.
• Maintain quality assurance standards while exceeding set client quota. Customer Service Representative Mutual of Omaha - Omaha, NE October 2013 to January 2014
• Assist customers with inquiries regarding Medicaid Supplemental plans and process payments.
• File research for issues unresolved claims and any provider information; forward clients to the necessary point of contact.
Service Desk Analyst Coventry - Omaha, NE 2013 to August 2013 - 2013
• Assist the client's customer base with technical support and troubleshooting.
• Providing excellent customer service and adhering to all call guidelines set forth by the company. Documenting and creating trouble tickets for escalated technical issues. Customer Service SITEL - Omaha, NE November 2009 to July 2010
• Provide customer service to new and existing customers.
• Account maintenance and technical support. •Established new customer accounts.
• Processing payments and service transfers.
Behavior Analyst Telemanagement - Omaha, NE July 2007 to July 2008
• Monitoring and scoring client pre-recorded calls per established compendium.
• Participate in weekly team calibrations for training purposes.
• Function and maintain productivity independently. Customer Service Rep Big Brothers - Omaha, NE, November 2002 to December 2004
• Providing customer service for existing and new customers.
• Provide accurate and updated product info.
• Account maintenance, payments, and technical support. Involvement and Activities Education:
Marian High School - High School Diploma Omaha, NE CTU University- Associate Degree 2021
Post University- Bachelor in Human Services w/concentration in Counseling (attending) Skills
• Microsoft Office
• Typing
• Copywriting
• Sales
• Analysis skills
• Quality management
• QA/QC • Data collection
• Medical office experience
• Caregiving
• Conflict management
• Data analysis skills
• Developmental disabilities experience
• Software troubleshooting
• DocuSign
• Dispatching
• Epic
• Warehouse experience
• Forklift
• Data entry
• Recruiting
• Customer service
• Case management
• Quality assurance
• Account management
• Microsoft Excel
• Organizational skills
• Time management
• Microsoft Word
• Research
• Microsoft Outlook
• Training & development
• Technical support
• Phlebotomy
• Supervising experience
• Filing
• Cash handling
• Leadership
• Cashiering
• Communication skills
• Administrative experience
• Customer support
• Clerical experience
• Windows Assessments General manager (hospitality): Proficient July 2020 Solving group scheduling problems and reading and interpreting P&L statements. Full results: Proficient Supervisory skills: Motivating & and assessing employees: Proficient July 2020 Motivating others to achieve objectives and identifying improvements or corrective actions.
Full results: Proficient Customer service — Proficient February 2020 Identifying and resolving common customer issues.
Full results: Proficient Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
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