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
Apple Valley, MN
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
Apple Valley, MN
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.
Brooklyn Center, MN
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
Minnetonka, MN
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
St. Paul, MN
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
St. Paul, MN
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