Samantha Lieberherr
Saint Paul
Summary
Results-driven Contact Center Lead known for high productivity and efficient task completion. Specialize in workforce management, quality assurance, and customer relationship management. Excel in communication, leadership, and problem-solving skills to enhance team performance and customer satisfaction. Committed to driving continuous improvement and delivering exceptional service results.
Overview
15
15
years of professional experience
Work History
Contact Center Lead
Wings Credit Union
Apple Valley
06.2025 - Current
- Supervise daily operations of contact center staff and workflow management.
- Monitor call quality to ensure adherence to service standards and enhance customer experience.
- Resolve customer escalations with effective problem-solving strategies.
- Collaborate with management to improve overall service delivery processes.
- Identify trends in customer interactions and recommend actionable improvements to management.
- Facilitate team meetings to discuss performance and share feedback.
- Create training materials and scripts to support agent productivity and enhance service delivery.
Phone Specialist
Wings Credit Union
Apple Valley
10.2024 - Current
- Featured on quality management top performers list numerous times for outstanding service.
- Recognized multiple times on JD's top performers lists for contributions to team success.
- Utilized supervisor feedback to enhance performance as a phone specialist.
- Resolved member issues through effective communication and problem-solving.
- Educated members on credit union products and services.
- Boosted team performance through proactive engagement and collaboration with colleagues.
- Guided new hires in adapting to Wing's workplace culture, fostering a supportive onboarding experience.
Shift Lead
Jersey Mike's Subs
Edina
08.2024 - 09.2024
- Responded to customer inquiries and complaints in a professional manner.
- Maintained store appearance by cleaning, stocking shelves, and ensuring merchandise was properly displayed.
- Supervised staff during shift changes and ensured transition went smoothly.
- Managed store operations during absence of Store Manager or Assistant Manager.
Logistics Account Executive
Total Quality Logistics Inc.
Brooklyn Center
01.2024 - 07.2024
- Manage daily shipments and resolve issues to ensure timely pickup and delivery.
- Communicated proactively and transparently with customers and internal teams to maintain alignment and trust.
- Resolved customer supply chain issues by implementing effective problem-solving strategies.
Customer Service Representative Trainer
Morries Automotive Group
Minnetonka
05.2023 - 12.2023
- Coordinated automotive service appointments for customers.
- Trained new hires in customer service protocols, enhancing team readiness.
- Resolved customer issues and de-escalated conflicts, ensuring customer satisfaction.
Department Manager
Franchise Foods
Saint Paul
01.2021 - 04.2023
- Oversaw development and implementation of departmental policies and procedures to ensure compliance and efficiency.
- Collaborated with cross-functional teams and department managers to drive sales optimization.
- Evaluated department staff performance, providing targeted feedback and guidance to enhance productivity.
Assistant General Manager
Border Foods
Maplewood
08.2011 - 05.2021
- Utilized company reports to analyze sales, gross profit, and inventory activity for strategic decision-making.
- Analyzed financial report data to identify operational improvement opportunities.
- Prepared staff schedules and assigned duties to ensure efficient workflow.
Customer Service Representative
The Right Staff/DRC
Plymouth
09.2020 - 01.2021
- Responded to telephone inquiries and complaints, consistently applying standard operating procedures to resolve issues.
- Updated and maintained database with accurate customer information, ensuring timely access for service inquiries.
- Logged customer service call details in the computer system, adhering to established protocols for data integrity.
Shift Manager
Franchise Foods
Saint Paul
02.2020 - 09.2020
- Supervised daily operations to ensure efficient workflow and service quality.
- Trained and supervised new staff, addressed customer complaints, and facilitated conflict resolution to enhance customer satisfaction.
- Trained new staff on company policies and operational procedures.
- Managed inventory levels to maintain stock availability and minimize waste.
- Balanced cash drawers and resolved financial discrepancies, ensuring accurate financial records.
Customer Service Specialist
Comcast
Saint Paul
10.2016 - 01.2020
- Investigated and resolved issues to determine root causes and appropriate solutions, fostering strong customer relationships and loyalty through effective communication.
- Maintained database with accurate customer information and ensured timely data entry to support operational efficiency.
- Ensured compliance with corporate and regulatory policies regarding confidential and private information.
Manager
Noodles & Company
Stillwater
02.2016 - 10.2016
- Assigned, prioritized, and delegated tasks to departmental employees, ensuring efficient workflow and task completion.
- Provided constructive feedback to team members, improving individual performance and team collaboration.
- Analyzed quality and customer service issues, recommending system improvements to enhance customer satisfaction.
Barista
Starbucks
Roseville
08.2014 - 02.2016
- Trained new baristas on coffee preparation techniques and addressed customer inquiries and complaints to ensure satisfaction.
- Prepared high-quality beverages according to standard recipes and customer preferences.
- Engaged with customers to provide excellent service and build rapport.
- Presented and explained drink menu to educate customers and enhance their ordering experience.
- Maintained cleanliness and organization of the work area and equipment.
Education
Associate of Science - Criminal Justice
Century College
White Bear Lake, MN05-2021
Skills
- Administrative support
- Microsoft Office proficiency
- Typing efficiency
- Project management
- Time management
- Problem solving
- Conflict resolution
- Attention to detail
- Team collaboration
- Customer excellence
- Verbal communication
- Communication skills
Timeline
Contact Center Lead
Wings Credit Union
06.2025 - Current
Phone Specialist
Wings Credit Union
10.2024 - Current
Shift Lead
Jersey Mike's Subs
08.2024 - 09.2024
Logistics Account Executive
Total Quality Logistics Inc.
01.2024 - 07.2024
Customer Service Representative Trainer
Morries Automotive Group
05.2023 - 12.2023
Department Manager
Franchise Foods
01.2021 - 04.2023
Customer Service Representative
The Right Staff/DRC
09.2020 - 01.2021
Shift Manager
Franchise Foods
02.2020 - 09.2020
Customer Service Specialist
Comcast
10.2016 - 01.2020
Manager
Noodles & Company
02.2016 - 10.2016
Barista
Starbucks
08.2014 - 02.2016
Assistant General Manager
Border Foods
08.2011 - 05.2021
Associate of Science - Criminal Justice
Century College