Samantha Cantrell
LIBERTY
Summary
Adept at enhancing customer satisfaction and streamlining incident response, I excelled at Amazon.com Services by championing customer support initiatives and leveraging my data entry proficiency. My goal-oriented mindset and ability to foster team collaboration led to significant improvements in service delivery, showcasing my dedication to excellence and teamwork.
Overview
11
11
years of professional experience
Work History
HBS CAP Representative
Amazon.com Services
07.2024 - Current
- Enhanced company reputation by providing exceptional customer service and support.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Responded to customer questions via telephone and written correspondence regarding delivery issues.
- Communicated with clients and customers to gather, provide and share updated information on heavy bulky deliveries.
- Contacted multiple heavy bulky carriers on behalf of the customer to provide up to date information and tracking.
- Contacted manufacturers on behalf of customers for missing/broken parts.
- Reviewed customers accounts and assessed the issue using RSPR.
- Educated customers on our polices.
CAP Representative
Amazon.com Services
07.2021 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Reviewed customers accounts for concession abuse.
- Contacted Police departments to validate Police reports.
- Assisted customers with locating packages.
- SME auditing calls
- SME trained and monitored new hires
SDS Last Mile Incident Response Team
Amazon.com Services
10.2023 - 02.2024
- Championed continuous improvement initiatives within the Incident Response Team, promoting a proactive approach to identifying potential areas for enhancement.
- Streamlined communication during incidents by creating a centralized reporting system for team members and stakeholders.
- Served as a subject matter expert in incident response, providing guidance and support to other departments seeking assistance in managing incidents.
- Composed adjustment and appeal letters to resolve payment rejections and denials.
- Negotiated resolutions with consumers following escalation team goodwill guidelines.
SDS EXR Specialist
Amazon.com Services
09.2022 - 12.2022
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint.
SDS Customer/Driver Support Representative
Amazon.com Services
09.2017 - Current
- Utilized GPS and other navigation tools to assist drivers with delivery issues.
- Accepted calls from customers and drivers.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Communicated with customers to provide delivery updates and confirm delivery locations.
- GEM/SME for new hires.
Front of House Manager
Grannie’s Country Cookin’
06.2014 - 08.2017
- Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
- Resolved guests complaints while maintaining positive customer environment.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.
Education
Bradwell Institute
Hinesville, GA05.2012
Skills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Attentive and Observant
- Team Player
Timeline
HBS CAP Representative
Amazon.com Services
07.2024 - Current
SDS Last Mile Incident Response Team
Amazon.com Services
10.2023 - 02.2024
SDS EXR Specialist
Amazon.com Services
09.2022 - 12.2022
CAP Representative
Amazon.com Services
07.2021 - Current
SDS Customer/Driver Support Representative
Amazon.com Services
09.2017 - Current
Front of House Manager
Grannie’s Country Cookin’
06.2014 - 08.2017
Bradwell Institute
Similar Profiles
Robert Perry-LeeRobert Perry-Lee
Lead Fulfillment Associate at Amazon.com ServicesLead Fulfillment Associate at Amazon.com Services
Andrew QuirozAndrew Quiroz
Logistics Coordinator at Amazon.com ServicesLogistics Coordinator at Amazon.com Services
Syed RizwanSyed Rizwan
Customer Service Representative at Amazon.com ServicesCustomer Service Representative at Amazon.com Services