Samantha Burton
Lawrenceville,PA
Summary
Adept at problem-solving, de-escalation, and building positive customer relationships with over 10 years of customer service experience. Solid ability to use multiple systems and manage high call volumes. Seeking to bring skills and knowledge to deliver first contact resolution and quality interactions.
Overview
9
9
years of professional experience
Work History
Fraud Specialist
Discover Financial Services, DFS
11.2023 - 06.2025
- Assisted customers with account related inquiries and maintenance
- Followed compliance and accuracy on customer accounts
- Managed high call volume, 70 plus calls, while staying professional
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Support Specialist
U.S. Bank
04.2021 - 11.2023
- Supplied coaching, guidance, and support to customer service/sales staff
- De-escalated customers by resolving concerns and customizing options to their specific needs
- Reviewed and serviced dispute and fraud related calls
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures, over 60 calls a day
Workplace Services
Corning Incorporated
04.2017 - 04.2021
- Maintained equipment with servicing and maintenance
- Complied with facility safety guidelines for products and equipment
- Trained new hires/transfers on equipment and protocols
- Scored building review satisfaction of 90% or higher consistently
Patient Support Representative
PRSM Healthcare
02.2016 - 04.2017
- Maintained a consistent call volume and scheduling for over 100 patients a day with accuracy and compliance
- Completed training to be able to take on scheduling for the max number of clients allowed
- Managed and maintained accurate patient records while ensuring compliance
Education
Bachelor's of Science - Business Management
Wilmington University
Wilmington, DE06.2026
Bachelor's of Science - Human Resource Management
Wilmington University
Wilmington, DE12.2026
Skills
- Leadership & Training
- Coaching
- Adaptability
- Computer literacy
- Communication skills
- Microsoft office
- Time Management
- Call Center Operations
- Active Listening
- Multitasking
- Friendly, positive attitude
- Teamwork and collaboration
- Critical thinking
Timeline
Fraud Specialist
Discover Financial Services, DFS
11.2023 - 06.2025
Customer Support Specialist
U.S. Bank
04.2021 - 11.2023
Workplace Services
Corning Incorporated
04.2017 - 04.2021
Patient Support Representative
PRSM Healthcare
02.2016 - 04.2017
Bachelor's of Science - Human Resource Management
Wilmington University
Bachelor's of Science - Business Management
Wilmington University
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