Samuel "Sammie" Edwards Email & Phone Number

New York City, New York, Us

In my role at Celonis, I “Live for Customer Value” every day. I get the special opportunity to work directly with almost every customer we onboard, either directly or through their Customer Success Managers and Account Managers. From the Service Desk, my job is partially ensuring these clients get the best experience during their most problematic times with our product.I always do my best to go the extra mile with research, explanations, and time allocated, as the customers are one of my favorite parts of this job. Some of their issues can be really complicated and taking the extra time every chance I get to clarify and elaborate makes all the difference in their experience.We can’t forget about them after they sign up; the real customer value comes from the ongoing support – I do my best to deliver on that.---I make a stand to support and assist our customers needs in any way I can. I deal with the Celonis product hands on in a support oriented mindset to keep our customers informed, happy, and guided when problems arise. I commonly have to troubleshoot, research, and repair the product either myself or by reaching out and getting things to where they need to go in our diverse company of growing talent.My job requires me to recognize the various issues our customers face, identify what the core issue they are describing, and detail the solution in a method they can understand from what ever tech level they stand from. From writing product Documentation for our support team, to making these calls happen with clients, I have lots of experience with keeping our system Superfluid. I intend to keep my burning passion on the front line as these problems happen, with the intent on constant growth and improvement for myself and those around me

San Marcos, Texas, Us

Working at a support desk, took inbound calls and assisted with a multitude of customer IT issues. Had to remotely diagnose and resolve issues quickly and accurately using high level knowledge. Sometimes handled multiple issues at once on a varying array of devices. Devices that would range from Mac, Windows, Mobile, Printers, Gaming systems, or anything else with software. Performed repairs while retaining a helpful customer service attitude.Duties Performed• Supported a variety of technical issues as simple as printer support to complex issues with home-servers, smart car infotainment systems, or even common and uncommon windows and consumer device software issues.• Commonly handled 3 Remote sessions with customers, a live phone call and relevant session with a client, and multiple chat rooms with both supervisors and other agents requesting assistance.• Providing White Glove, Open Ended, Best Effort support: which means I experience change every call. Thus, I’m accustomed to learning on the fly and using experience and resources available to accurately diagnose and resolve very obscure issues with a 95%+ fix rate.• Meeting Metrics while remaining totally remote from office.• Still performed the duties of a customer service + billing + Technical support agent from time to time depending on the needs of the business. Clients would call in and I would be more than willing to offer them our service and in the same phone call with out any transfers i could: sell the service, process the charges, immediately go into fixing the issues, and then make sure any further interactions always have that cherry on top.

San Marcos, Texas, Us

Working at a service desk, took inbound calls and aided in a plethora of customer issues. Generally regarding IT issues of varying levels of required prior knowledge. Many of the calls regarded very sensitive topics and throughout the process; building rapport, developing a customer relationship, and then setting them up with a product specifically geared towards their needs was crucial while balancing trust and keeping the customer engaged all at the same time.Duties Performed•

Dallas, Texas, Us

Working at a help desk, kept a positive customer service attitude and productive workflow, while tending to customers internet issues, showing a consistent and helpful attitude while dealing with irate customers. Kept a helpful and friendly averment while tending to and troubleshooting many issues of DSL, while working with a team for occasional advanced support. All while maintaining a helpful tone, a level of understanding and keeping empathy throughout.Duties Performed•

Seattle, Wa, Us

Focusing primarily on the customers, whilst acting with extreme vigor and personal judgment performing duties ranging from maintaining the company's public appearance to recommending and aiding in the purchase of premium beverages at the storefront. While also consistently crafting quality drinks and maintaining good customer relations.Duties Performed•

Downers Grove, Illinois, Us

Working with a group of hopeful individuals, I participated in a pilot program deemed PrepareU. This was one of the most influential courses I have ever taken part in during my career, and is in my opinion solely responsible for the bulk of my professional knowledge and confidence. I learned more in this course period than I ever knew was available. I will never stop thanking those at CompTIA who worked together to make this program possible, Especially the amazing dynamic duo that led the course.Topics learned.• Social Styles, Adopting my social style to others in the work place• Interview Tips and proper Interview practice• Professional Attire and proper presentation• 60 Second Pitch and fine tuning the presentation• Building a brand and staying by it• Building a Social Media Presence and maintaining Brand Image• Networking the right way• Resume design and structure, ATS Literacy.• Project management, CompTIA Project+• Working with a team and helping others to share in success

Associate’S Degree, Computer Programming And Development

Public Speaking/ Building A Brand

Education record

College Career Promise, Business Administration And Management, General

Elementary School Supplemental Program, General Studies