Customer Service & Office Support Specialist

THANICHA SAMPSON

Columbia, SC ***** 347-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

WORK HISTORY

First Citizens Bank – Columbia, SC

Customer Engagement Center Representative, 11/2022 to Present

• Serves as an initial point of contact on banking inquiries and concerns.

• Provides support for existing and prospective clients via inbound telephone calls and live chat.

• Resolves concerns on retail, commercial, and online banking as well as bankcard, fraud, forgery, ID theft, policy, and procedural questions.

• Identifies cross-sell opportunities and makes referrals as appropriate.

• Provides accurate, confidential client service through bankcard, business online banking, or general servicing knowledge.

Academy for College Preparation and Career Exploration – Brooklyn, NY Assistant Parent Coordinator/ Family Developmental Coach, 09/2019 to 03/2022

• Managed Family Welcome Center.

• Performed administrative duties which include answering phone calls, filing, faxing, emailing, data entry, data analyzing and copying school/family documents.

• Enrolled new students, provided them with College Prep welcome packets as well as necessary resources to attend (uniforms, school supplies, etc….).

• Performed outreach and communication to and for parents regarding any school concerns such as attendance, family needs, and family resources.

• Coordinated new student orientations, family events such as family game night, family pottery night, parent job fair, and career workshops.

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• Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.

• Documented data and completed updates to case records.

• Interviewed individuals and families to assess needs and provide informational resources.

• Collaborated with community program leaders and advocates to make resources accessible to those in need.

• Performed duties in accordance with Department of Education standards, policies and regulatory guidelines to promote safe working environment.

IKEA – Queens, NY

Active Selling Leader, 09/2020 – 03/2021

• Provided a great IKEA shopping experience and brand experience to drive repetitive visitation to the IKEA store, while ensuring the team is customer-centric. Overseen the daily operations of the active selling team on the shop floor in order to ensure a consistent customer shopping experience while ensuring flexible, competent, and knowledgeable active sellers selling service products.

• Listened and learned from customers in order to understand their shopping experience and local market.

• Conducted monthly trainings for co-workers to maintain competence on store operational systems knowledge such as Salesforce, iSell, Home Planner, and other selling tools/programs.

• Always available to handle issues raised by customers in a positive and quick manner.

• Overseen all selling areas in the store, all co-workers and provided customer service for any quick questions from customers.

• Met and collaborated with third party service vendors, Service Office and Task Rabbit partners to ascertain desired results and objectives to roll out to the store.

• Planned, executed and promoted IKEA services to the customers in store and the surrounding neighborhood in which the store is located.

• Partnered with Human Resources to enforce disciplinary actions such as verbal warnings, written warnings and terminations.

IKEA – New York, NY

Customer Experience Specialist, 09/2019 – 09/2020

• Ensured customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome.

• Assisted in the development of solutions for customer issues, concerns, complaints and suggestions with customer centricity at the heart of the each decision.

• Monitored case queues via SAMS and followed up on cases to resolve customer issues as quickly and efficiently as possible.

• Handled escalated customer issues in store that cannot be resolved at a co-worker level.

• Provided onboarding training for new employees and implemented “buddy system”, pairing new employees with our strongest coworkers.

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• Overseen off-site customer service team based in Staten Island NY warehouse to ensure efficient customer service to our customers in store and also efficient support for off-site team.

• Documented and reported any insubordination by customer service co-workers to their direct supervisor/manager.

IKEA – Brooklyn, NY

Customer Experience Coworker, 07/2017 – 09/2019

• Built loyalty by ensuring customers have a positive final touchpoint during the IKEA shopping experience.

• Provided an efficient and accurate checkout experience in various areas of the store. Offered additional products and services such as home delivery, product assembly/installation, IKEA credit cards, and IKEA family card.

• Resolved customer concerns independently to meet their unique needs and expectations.

• Ensured a smooth customer flow in front of customer checkout and return area.

• Lead trainings and provided coaching to the co-workers on the selling floor to maintain a consistent customer experience and positive operation in the checkout, returns, home delivery, and furniture handout areas.

• Assisted customers and provided advice on the best solutions for their homes and/or office space.

• Acted as an expert consultant on a broad range of home furnishing solutions, products and services to inspire/inform customers.

• Used data from the customer feedback tool to inform and educate the retail store team on the experiences of customers at each touchpoint so we may improve the customer experience.

• Supported IKEA events such as customer workshops, co-worker engagement activities and community outreach.

IKEA – Brooklyn, NY

Sales Associate, 07/2016 – 07/2017

• Created price banners, printed price tags, and price labels for all merchandise.

• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific sell items.

• Provided positive first impressions to welcome existing, new and potential customers.

• Helped customers locate products and checked store system for merchandise at other store locations.

• Answered customer questions regarding sizing, accessories and proper care for merchandises.

• Engaged with customers to effectively build rapport and lasting relationships.

• Increased sales by offering advice on purchases and promoting additional “add – on” products.

• Trained and developed new hires in company policy, product knowledge, selling techniques, and customer service.

• Maintained records related to sales, returns and inventory availability.

• Tracked stock using company inventory management software.

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• Loaded and unloaded merchandise from loading dock using ladder and pallet jack to replenish sells floors.

• Evaluated inventory and delivery needs and optimized strategies to meet customer demands.

• Worked alongside retail representatives to enhance product presentations and advertising collateral.

• Educated associates on market trends and stayed up-to-date on sells and merchandise forecasts. Popular Community Bank – Brooklyn, NY

Teller, 04/2014 to 05/2015

Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.

• Processed customer transactions promptly, minimizing wait times.

• Completed high-volume money counts via both manual and machine-driven counts.

• Assisted with implementation of stock and inventory procedures.

• Maintained and updated advertisements for branch promotions.

• Utilized customer service techniques to support and trouble shoot client inquiries.

• Stocked supplies for customers and personal teller station.

• Maintained confidentiality of customers’ personal information, bank policies and procedures.

• Effectively identify fraudulent money, forged documentation, suspicious activity and reporting them to the respective departments and/or supervisors.

• Maintained friendly and professional customer interactions. Modell’s Sporting Goods – New York, NY

Apparel Wear Department Lead/Visual Merchandiser, 09/2011 – 06/2012

• Opened and closed cash registers, performed tasks such as counting money tills and balancing money tills.

• Performed voids and input discount codes for cashier transactions

• Conducted and maintained inventory.

• Arranged store displays.

• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.

• Provided positive first impressions to welcome existing, new and potential customers.

• Helped customers locate products and checked store system for merchandise at other store locations.

• Answered customer questions regarding sizing, accessories and proper care for merchandise.

• Engaged with customers to effectively build rapport and lasting relationships.

• Prepared merchandise for sales floor by pricing or tagging merchandise.

• Solved customer challenges by offering relevant products and services.

• Increased sales by offering advice on purchases and promoting additional “add – on” products.

• Processed product returns and assisted customers with other selections.

• Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.

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• Trained and developed new hires in company processes, product knowledge, selling techniques and customer service.

• Loaded and unloaded merchandise from stock room using ladder and pallet jack.

• Educated associates on market trends and stayed up-to-date on merchandise forecasts. Bolton’s – New York, NY

Sales Associate, 09/2007 – 09/2009

Assistant Store Manager, 09/2009 to 01/2011

• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.

• Supervised day to day store operations.

• Monitored cash intake, deposit records, ensuring accuracy of transactions and reducing discrepancies.

• Completed monthly inventory counts to verify stock levels, address discrepancies and forecast future needs.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

• Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.

• Monitored security and handled incidents discretely.

• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.

• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.

• Increased sales revenues by promoting complementary products and educating customers about store promotions.

• Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.

• Mentored sales team in applying effective sales techniques and delivering top-notch customer service.

• Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.

EDUCATION

James Madison High School – Brooklyn NY

Humanities/Regents Diploma – 06/2007

Berkeley College – Brooklyn NY

A.A.S Degree, 10/2011 – 05/2014

Berkeley College – Online

B.A.S in Business Management, Expected in 05/2023

SKILLS

• Bilingual (Spanish Speaking)

• Time Management

• Proficient in all Microsoft Office apps

• Problem Solving

• Clear Communication

• 10+ Years of Customer Service and Management

Experience

• Detail-Oriented

• Data Entry

• Product Knowledge

• Professionalism • Computer Proficiency

• Adaptability • 70 WPM Typist

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