Steve Sampson Email & Phone Number

Atlanta Metropolitan Area

Phila, PA May2005 – PresentSelf employed as owner of cleaning and detailing enterprise. Business activities consist of soliciting business and residential clients for office/home cleaning. Administrative duties include contract negotiation, scheduling staff, site monitoring and client satisfaction initiatives. Manager of 3 part-time employees

Raleigh-Durham, North Carolina Area

As a Service specialist in Contact Center Operations, I interact daily with business customers and builders to establish new electric service, temporary construction service, new commercial service, transfer existing service and troubleshoot outage calls. As an experienced center associate I also educate residential customers on energy efficiency, how to understand their bills and how seasons and lifestyle changes affect energy usage. I also maintain a working knowledge of all programs, systems and databases within the Duke Energy Progress operating system.

Morrisville, Nc

Assist customers with delinquent account balances, set up acceptable payments or arrangements to bring telecommunications accounts current using proven negotiation skills. Identify reasons for delinquency and offer solutions to remain current.

Benefits eligibility and enrollment processing; Error Trend Analysis, tracking and logging rec'd correspondence, replying to email inquiries and customer calls regarding, enrollment, payment processing, claims submission, assignment of daily work.

Responsible for reviewing, adjudicating and processing medical claims projects as directed by external client; Project review consists of locating and noting error trends and documenting findings in database or Grid and maintaining database of client transition calls; Primary processor of incoming returned checks for scanning; telephone backup for Claims Service Representatives as needed.

Responsible for reviewing recorded calls for adherence to quality standards, assisted management with providing an associate voice for feedback, educated phone teams on quality standards and grading, participated in multi-site Call Calibration conference calls, prepared a daily journal of internship to assist those interested in pursuing CQA position or internship; special project- participated in focus group designed to re-format call quality assessment form and grading/weighting system.

Mba, Business

Associate'S Degree, Theology/Theological Studies

Bs, Business