Samantha Lieberherr
Woodbury
Summary
Detail-oriented professional with extensive experience in contact center operations. Skilled in multitasking, time management, and fostering a culture of continuous improvement. Committed to enhancing service delivery and team collaboration.
Overview
10
10
years of professional experience
Work History
Contact Center Lead
Wings Credit Union
06.2025 - Current
- Supervise daily operations of contact center, ensuring quality service delivery and adherence to protocols.
- Monitor Call metrics and provide feedback to agents for performance management.
- Resolve escalated member inquiries, enhancing member satisfaction through effective communication strategies.
- Utilize advanced reporting tools to monitor contact center performance trends, informing strategic decision-making efforts at management level.
- Establish a culture of continuous improvement within the team, fostering open communication and proactive problem-solving skills among staff members.
- Maintain the ability to represent the credit union and display a professional appearance both in person as well as on the phone.
- Maintain the ability to plan and prioritize multiple processes effectively with strong attention to detail.
Phone Specialist
Wings Credit Union
10.2024 - Current
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Demonstrated adaptability by supporting various departments during peak hours or staffing shortages as needed.
- Participated proactively in team meetings, offering suggestions for process improvements that led to enhanced performance metrics.
- Assisted in training new hires, ensuring they had the necessary skills and knowledge to excel in their roles.
- Prioritized time management to handle high volume call periods without compromising service levels.
Logistics Account Executive
Total Quality Logistics Inc.
01.2024 - 07.2024
- Managed client accounts to optimize logistics solutions and ensure timely deliveries.
- Developed customized transportation solutions to meet client-specific requirements.
- Coordinated shipment schedules and monitored freight movement for accuracy.
- Collaborated with carriers to negotiate rates, ensuring cost-effective service options.
Customer Service Trainer
Morrie's Automotove Group
05.2023 - 12.2023
- Developed and implemented training programs to enhance customer service skills.
- Facilitated workshops focusing on conflict resolution and effective communication techniques.
- Collaborated with management to assess training needs and align programs with business goals.
- Evaluated training effectiveness through participant feedback and performance metrics.
Department Manager
Franchise Foods
02.2020 - 04.2023
- Led daily operations, ensuring compliance with safety and compliance standards.
- Managed inventory control processes, improving stock accuracy and reducing waste.
- Streamlined workflows, resulting in improved productivity and reduced turnaround times.
- Collaborated with cross-functional teams and department managers to optimize sales.
- Evaluated performance of department staff and provided feedback and guidance to ensure maximum productivity.
Customer Service Specialist
Comcast
10.2016 - 01.2020
- Investigated and researched issues to determine root cause and appropriate resolution methods while developing strong customer relationships and loyalty through effective communication
- Updated and maintained data base with accurate customer information and timely data entry.
- Complied with corporate and regulatory policies regarding confidential and private information.
- Trained new staff on company policies and best practices in customer service excellence.
- Managed high call volume while maintaining a courteous and professional demeanor.
Education
Associate of Science - Criminal Justice
Century College
White Bear Lake, MN05-2021
Skills
- Exceptional communication
- Call center experience
- Coaching and mentoring
- Team work and collaboration
- Customer Service
- Time management
- Attention to detail
- Priority management
- Multitasking abilities
- Calm and professional under pressure
- Reliability
Timeline
Contact Center Lead
Wings Credit Union
06.2025 - Current
Phone Specialist
Wings Credit Union
10.2024 - Current
Logistics Account Executive
Total Quality Logistics Inc.
01.2024 - 07.2024
Customer Service Trainer
Morrie's Automotove Group
05.2023 - 12.2023
Department Manager
Franchise Foods
02.2020 - 04.2023
Customer Service Specialist
Comcast
10.2016 - 01.2020
Associate of Science - Criminal Justice
Century College