SAMANTHA SMITH
Fresno
Summary
Dedicated insurance professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Ambitious Self-Starter who contributes solutions-centric critical thinking for insightful, change-oriented outcomes, including maintaining cutting-edge skills. Collaborating amongst other departments & executives while leading peers by example with ethics and integrity – always willing to “go the extra mile” to surpass the status quo.
Overview
15
15
years of professional experience
Work History
Trainer, Learning & Performance
Aetna, a CVS Health
06.2018 - Current
- Scheduled and taught in class and online courses to increase learning opportunities.
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Supported productivity increase and business growth through new hire training and mentoring.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Developed individualized training plans to achieve staff readiness.
- Educated clients on proper use of products and systems.
- Recruited and trained new members of guest service team.
- Implemented diverse instructional methods, optimizing trainee engagement.
- Identified and recommended staff for key positions and departments.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Recorded and edited videos to facilitate remote learning.
- Analyzed team performance and identified opportunities for additional training.
- Prepared and presented supplementary learning material to support structured lessons.
- Introduced standardized training for cohesive learning environments.
- Monitored participant workflow and behaviors throughout training process.
- Contributed to reductions in employee turnover by revamping training programs.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Tracked attendance and evaluated progress for assigned trainees.
- Developed effective training plans based on department needs and objectives.
Front Desk Receptionist
Courtyard By Marriott
08.2013 - Current
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Collected room deposits, fees and payments.
- Stored guest valuables in safe and individual boxes for security.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Monitored office supplies by checking inventory and placing orders.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Transcribed phone messages and relayed to appropriate personnel.
- Used internal software to process reservations, check-ins and check-outs.
- Kept accounts in balance and ran daily reports to verify totals.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Entered and updated sensitive customer information during check-ins and room changes.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new team members on company procedures, customer service and issue resolution.
- Designed employee work schedules to address complete operational needs.
Material Coordinator
SRI Telecom
01.2023 - 03.2025
- Worked with project managers to determine schedule and volume requirements in order to effectively coordinate deliveries and maintain supply levels.
- Completed daily cycle counts and full inventory audits.
- Created and implemented tracking systems to monitor progress and meet deadlines.
- Forecasted production schedules and adjusted plans to accommodate changes in demand.
- Prepared and maintained comprehensive production reports to highlight production developments for management review.
- Developed and maintained automated tracking systems, hard copy files and records to enhance office workflows.
- Collaborated with cross-functional teams to align production plans with customer requirements.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
- Gained extensive knowledge in data entry, analysis and reporting.
- Managed receiving operations and proper storage of incoming materials.
Dedicated Health Concierge
Aetna, a CVS Health
08.2015 - 06.2018
- Assisted individuals and families with acquiring health insurance.
- Resolved problems related to benefits, eligibility and claims.
- Facilitated communication between patients and various departments and staff.
- Followed correct protocols to safeguard confidentiality of patient records.
- Applied administrative knowledge and courtesy to explain procedures and services to member.
- Helped members navigate enrollment process and choose appropriate options.
- Maintained full and current understanding of available plans, products and services.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Recommended service improvements to minimize recurring member issues and complaints.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased customer satisfaction by resolving issues.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exceeded goals through effective task prioritization and great work ethic.
Front Desk Receptionist
Extended Stay America
10.2010 - 08.2013
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Used internal software to process reservations, check-ins and check-outs.
- Kept accounts in balance and ran daily reports to verify totals.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Entered and updated sensitive customer information during check-ins and room changes.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new team members on company procedures, customer service and issue resolution.
- Designed employee work schedules to address complete operational needs.
Sales Associate
Michaels Arts and Crafts
06.2010 - 03.2011
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Enhanced product presentation and promotional material displays, working alongside retail representatives.
- Provided positive first impressions to welcome existing, new and potential customers.
- Recommended accessories and complementary purchases to boost revenue.
- Processed product returns and assisted customers with other selections.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Greeted customers, offered assistance in finding requested items and carried merchandise to checkout line.
- Solved customer challenges by offering relevant products and services.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
Education
High School Diploma -
Phoenix High
Livermore, CA05-2011
Skills
- Proficient in Microsoft: Outlook, Office, Work, Excel, OneNote and PowerPoint including Teams, Zoom Meeting and Webex
- Training Facilitator & Coordinator
- Coaching Mentoring
- Curriculum Development & Design
- New Hire Orientation
- Progress Tracking Report
- Support Self-Motivated
- Materials Preparation
- Remote Learning
- Goal-setting
- Online training experience
- Classroom expertise
- Planning and coordination
- Curriculum creation
- Computer technology
- Materials organization
- Developing models
- Compiling data
- Schedule coordination
- Analyzing patterns
- Data analysis
- Data collection & research
Timeline
Material Coordinator
SRI Telecom
01.2023 - 03.2025
Trainer, Learning & Performance
Aetna, a CVS Health
06.2018 - Current
Dedicated Health Concierge
Aetna, a CVS Health
08.2015 - 06.2018
Front Desk Receptionist
Courtyard By Marriott
08.2013 - Current
Front Desk Receptionist
Extended Stay America
10.2010 - 08.2013
Sales Associate
Michaels Arts and Crafts
06.2010 - 03.2011
High School Diploma -
Phoenix High
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