Samantha Washington
Mississauga,ON
Summary
Professional logistics specialist with proven track record of ensuring timely and safe deliveries. Skilled in route planning, time management, and handling various types of packages with care. Strong focus on team collaboration and adapting to changing needs. Reliable and results-driven, excelling in fast-paced environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Direct Pro
03.2021 - 11.2024
- Optimized customer appointment scheduling, strategically assigning sales representatives based on geographic proximity to optimize efficiency and travel time.
- Delivered responsive, high-quality customer support, across phone, email, live chat and social media, ensuring a seamless omnichannel experience.
- Maintained 95%+ customer satisfaction rating by providing personalized solutions and resolving issues efficiently.
- Applied strong problem-solving skills to de-escalate situations while maintaining company reputation and customer trust.
- Utilized in-depth product knowledge to provide tailored recommendations, contributing to increased upsell conversions.
- Consistently met or exceeded key performance metrics, including response time, first call resolution, and upsell conversions.
Customer Service Sales Agent
Lifetime Water Systems
06.2015 - 02.2018
- Managed inbound and outbound calls to assist customers with inquiries, billing issues, and product/service concerns.
- Maintained a high level of product knowledge, benefits, and promotions to customers, ensuring informed purchasing decisions.
- Delivered tailored product recommendations based on customer needs and preferences, effectively upselling and cross-selling to meet sales targets.
- Generated leads through cold calling strategies that identified potential clients within target markets.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate product information.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
General Merchandiser
Walmart
10.2011 - 09.2015
- Accurately picked products based on order specifications, ensuring correct quantities and items.
- Played a vital role in meeting critical deadlines for customers due to efficient processing of expedited orders.
- Expedited urgent orders through prioritized picking strategies while maintaining accuracy standards.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels and smooth operations.
Courier
Instacart
12.2020 - Current
- Maintained a 5-star rating over the course 2000+ deliveries.
- Enhanced customer satisfaction through timely deliveries and professional communication with clients.
- Greeted recipients, delivered packages, and parcels and acquired proper signatures for all alcohol deliveries.
- Developed strong interpersonal and communication skills from interacting professionally with dispatchers, upper management and peers.
- Maintained high level of service for emergencies, ensuring critical packages reached their destination on time.
- Utilized GPS technology for precise navigation, minimizing delays and optimizing route planning.
- Handled sensitive packages with care, ensuring they arrived in perfect condition.
Education
Diploma - Medical Laboratory Science
Humber College
Toronto, ON06-2016
Skills
- Strong ability to interact with customers in a friendly, professional, and solution-oriented manner, providing timely and accurate information regarding services, policies, and products
- Clear and concise communication skills, both verbal and written, enabling the delivery of complex information in an easy-to-understand format for diverse customer groups
- Quick to identify customer concerns and resolve issues effectively, ensuring high customer satisfaction and a positive experience in high-pressure environments
- Ability to handle multiple tasks simultaneously, prioritizing customer needs and ensuring smooth operations during peak hours
Certification
- First Aid & CPR Safety Certified
- WHMIS Certified
Timeline
Customer Service Specialist
Direct Pro
03.2021 - 11.2024
Courier
Instacart
12.2020 - Current
Customer Service Sales Agent
Lifetime Water Systems
06.2015 - 02.2018
General Merchandiser
Walmart
10.2011 - 09.2015
Diploma - Medical Laboratory Science
Humber College
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