Amy Samples Email & Phone Number

Sterling, Illinois, United States

West Frankfort, IL

• Work with supervisors and agents to schedule needed training
• Monitor RTA and update agent schedules
• Make necessary changes to scheduling for trainings, meetings, and coachings
• Provide reporting to Operations for quality, adherence, and compliance
• Pull daily and weekly reports from SQL
• Analyze data compiled in reports and provide trending analysis

San Jose, CA (Remote)

• Moderate Facebook comments made by customers for Walmart
• Assist Walmart customers with general questions, responding via Facebook, Twitter, Instagram, and YouTube
• Communicated with Walmart customers regarding escalated issues via Facebook Messenger
• Promoted improved Walmart brand reputation by responding to customers with positive replies
• Escalated issues to upper management that were unable to be resolved through Facebook Messenger
• Removed negative comments that broke the terms of use policies for Facebook, Instagram, and YouTube, as well as watched for trending issues that increased traffic

• Life Coach for 160 agents during training, OJT, and production
• Assisted agents with payroll issues, scheduling changes, and general needs and questions about Sykes
• Assisted agents and Human Resources with LOA and ADA accommodation requests and processed related paperwork and communication
• Entered manual payroll for agents and adjusted hours worked due to errors, or technical issues
• Monitored and tracked agent’s attendance, and attrition, and provided information on absenteeism
• Engaged with agents daily regarding their attendance and found creative solutions to decrease absenteeism and retain talent

• Handled incoming calls, chats, and emails from customers and provided general and technical assistance
• Advanced customer issues and followed up on resolution when appropriate
• Developed proactive methods of assisting customers with possible future issues
• Maintained and exceeded program metric goals for AHT, ACW, QA, and FCR
• Followed company and program policies to ensure the customer’s account privacy

• Life Coach for 140 seasonal new hire agents during training, OJT, and production
• Assisted agents with payroll issues, scheduling changes, and general needs and questions about program
• Entered manual payroll for agents and adjusted hours worked due to error, or technical issues.
• Assisted agents with technical issues
• Created guides, walk-throughs, and job aids to assist them in using their tools
• Monitored and tracked agent’s attendance and provided information on absenteeism.

• Provided classroom training for New Hire agents/CCP’s and up-skill training for current agents/CCP’s
• Provided in-depth technical support for agents and new hire’s during training and production and assisted in resolving technical issues in a timely manner
• Submitted/entered accurate payroll entries for learners/new agents during training

• Provide coaching for agents/CCP’s according to Quality guidelines
• Completed daily shift reports on agents/CCP’s performance, coaching done, and any issues during shift
• Completed daily Q&A Trackers for agent questions/concerns in Adobe chat and compiled information on issues
• Monitored chat and provided guidance for agents as well as answering questions relating to client products, correct resolution, and how to
• Developed and created guides, how to’s, and other material to assist agents/CCP’s in successful call resolution and understanding of tools
• Managed Coaching Team, set and monitored goals for agents to improve productivity and metrics/QA’s

Work At Home ( WAH )

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
• Assisted other co-workers in chat with questions, how to information, procedures, and technical pc and internet issues
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Check to ensure that appropriate changes were made to resolve customers' problems
• Refer unresolved customer grievances to designated departments for further investigation
• Resolve customers' service or billing complaints by performing activities such as refunding money, or adjusting bills