Samantha Blanchard

Experience

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  Rinehart Management Company

  Nov 2015 - Nov 2022

  Operations Manager & Property Supervisor

  Operations Manager and Property Supervisor overseeing daily operational functions of a 24 hour 44 Tenant office building and 4 unit multiplex residential property. Managed, developed, and reported all office tasks to owners including tenant reporting, accounting, accounts receivable, accounts payable, statement generating, contact agreements, leasing agreements, and all tenant communication. Assisted in developing and monitoring all company policies and procedure related to property and tenant management. Responsible for recruiting all outsourced freelance hiring (gardening, maintenance, repairs). Oversaw all customer service and tenant related interactions including: tenant complaints and concerns, maintenance requests, collecting rent, monthly statement generating, extensive tenant screening, property inspections, all complying with California housing and renter regulations. Directed prospecting tenant interactions such as analyzing leads on monthly, weekly and daily basis, addressing concerns within 48 hours (prospective and current tenant), scheduling and attending property tours, processing lease renewals, and any additional tenant related concern. Managed, tracked and generated leads through multiple online advertising platforms. Show less

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  Bed Bath & Beyond

  May 2016 - Jul 2019

  Customer Service Lead & Trainer

  Customer Service Lead & Trainer for Bed Bath & Beyond. Assisted customers during shopping experience and purchasing decisions though extensive product knowledge, product placement, understanding of policies, as well as extensive understanding of inventory stock and assortment. Assisted customers with online orders, product inquiries, and processing transactions and returns. Keyholder position approving customer returns and transactions. Trained new hires and employees on customer service, customer interactions, customer retention, product knowledge, procedure and procedure policies, return policies, coupon policies, and loyalty programs. Ensured adequate marketing and polices are posted properly and up to company standards. Ensured employee lunch, breaks, and schedules are followed properly. De-escalated interactions involving dissatisfied customers and delivering customer support and offer solutions when available. Assisted staff with stock replenishment and inventory management to ensure fully stocked shelves and displays, adequate merchandising, and proper pricing and signage. Encouraged and monitored sales goals with team members. Trained, managed, consulted and audited bridal registry department. Assisted guests with generating bridal registries and back-to-college program (registries). Assisted shipment employees, as needed, during large shipments of inventory. Processed and prepped cash register deposits and tills. Proficient in POS systems and customer service software systems. Knowledge and expertise of inventory/stock systems, payroll systems, training materials and system processes. Trained individuals from multiple stores within region focused on registry generating, customer service, customer retention, product knowledge, and curating a better customer experience. Show less

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  Bath & Body Works

  Sept 2019 - Oct 2021

  Customer Service Sales Associate

  Customer Service Retail Sales Associate for Bath & Body Works. Guided customers throughout shopping experience though extensive product knowledge, understanding product placement, assisting with purchasing decisions, as well as extensive understanding of inventory stock and assortment. Assisted high volume of customer though sales transactions. Implemented and adjusted product placement, promotional marketing materials and price changes for sales events, pricing displays, inventory management, all while working toward daily and monthly sales goals. Focused on stock replenishment through duration of shift, while following display guideline materials and creating cohesive displays matching seasonal and promotional campaigns. Maintained high standards of merchandise presentation, time management, productivity, customer service, cleanliness, and safety during all shifts, while interacting and creating an enjoyable customer experience. Proficient in POS systems, inventory/stock systems, and online order processing. Processed daily inventory shipments and placed inventory in proper locations within stock room to prepare for efficient stock replenishment. Worked select overnight shifts focused around changing merchandise displays, marketing, and overall product placement when introducing seasonal changes and additional product launches. Show less

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  University of La Verne, Center for Multicultural Services

  Jan 2020 - Sept 2022

  Student Outreach, Marketing and Events

  Student Outreach, Marketing, and Events Student Worker for the University of La Verne's Center for Multicultural Services(CMS). Focused on student and campus run events funded by CMS and clubs provided for student attendance. Planned, organized, marketing, promoted, and implemented student run events on campus, virtually, and focused on community involvement. Gathered applications and materials of event proposals requesting funding from the CMS. Curated and developed marketing flyers promoting in-person and virtual events (zoom & Webex), released to thousands of students multiple times a week. Developed email marketing flyers for events on campus. Developed virtual online Graduation Ceremony for all graduates of the 2021 Winter semester. Assisted in planned event setup including: tables, chairs, supplies, staff scheduling of CMS funded events. Focused on social media development for on campus events and clubs. Involved in fundraising events for diverse array of clubs on campus. Focus on community and local involvement to enhance event performance, community relationships, and overall event enjoyability. Show less

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  The Youth & Family Club of Pomona Valley

  Oct 2020 - Jan 2022

  Academic Lead Tutor (all academic levels and ages)

  Academic Lead Tutor and Youth Mentor for The Youth and Family Club of Pomona. Worked with ages 4-18 with all academic skill levels, specifically students in Elementary School, Middle School, High School, and some college. Developed Individual Learning Plan (ILP) for each student and relayed information to parents and teachers, when necessary. Mentored students to understand importance of education, learned skills, professionalism, goal achieving and setting. Assisted students with homework, projects, test preparation, papers, research and other academic tasks. Assisted students with career planning, resume building, class selection, college research, grant and scholarship research, college preparation and other future planning geared toward building success and financial stability. Assisted and guided other tutors with student interactions, challenges, and other responsibilities. Supplemented and supported diverse learning styles and student preference, while tutoring and adjusted mentoring styles as necessary. Expressed importance of staying up to date on all course material. Displayed patience and compassion for students as they develop skills and improve their overall academic performance. Certified in Dyslexia training course, gained awareness and skills on how to interact and assist students with Dyslexia. Show less

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  The Youth and Family Club of Pomona Valley

  May 2021 - Jan 2022

  Lifeguard and Swim Instructor

  Seasonal Role at The Youth & Family Club of Pomona Valley. First Aid, CPR, and AED Certified through The American Red Cross. Implemented and enforced safety procedure and policies to ensure safety standards are met and understood by all students, swimmers, and staff. Planned swim lessons on a weekly basis based on student performance and varying swim ability. Worked with students and individuals of all different swim abilities and varying ages, 4-17 years old. Conducted multiple swim lessons daily with advanced and beginner levels. Taught swim techniques, swim strokes, and water safety rules to students and swimmers. Identified incorrect swimming techniques and corrected students accordingly. Maintained personal health and alertness to ensure effectiveness and capability of any lifesaving procedure, should it be needed. Maintained and reported water levels, records of swimmers, emergency contacts, injuries, pool supplies and inventory, locker room cleanliness, and established order within swim and aquatic areas. Oversaw free swim activity as a lifeguard maintaining safety and order within swim areas with up to 20-35 swimmers. Show less

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  Envision Motors Mercedes-Benz

  Nov 2022 - Jan 2023

  Business Development Center Representative

  Service Department Business Development Center Representative. Stores included Mercedes-Benz West Covina and Mercedes-Benz Escondido. Based out of Envision Motors headquarters in West Covina. Focused on outbound customer interactions related to vehicle maintenance and servicing. Handled high volume of outgoing calls daily while maintaining luxury level of customer service. Daily tasks focused around customer retention and delivering exceptional customer service. De-escalated situations involving dissatisfied customers and focused on delivering support and solutions. Developed personal scripts and communication materials to ensure efficiency and effective time management. Generated conversations, leads and appointments for customer automotive repairs, maintenance, and servicing. Monitored customer interactions through calls, texts, and email communication. Reviewed customer accounts, updating contact and automotive information. Informed and notified customers of manufacturer recommended scheduled maintenance services, SOP arrivals, updating SOP status, recalls, campaigns, and other service related information, while striving for appointment generation. Analyze customer information, and vehicle history to determine maintenance schedule based on both time and mileage, while recommending and up-selling services based on vehicle make and model. Collaborated with call center peers, service advisors, and parts representatives to develop and improved vehicle knowledge, customer service, and overall automotive industry knowledge. Show less

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  Envision Motors

  Jan 2023 - Jul 2023

  Envision Motors Incoming Call Center Lead/Supervisor

  Incoming call center lead/supervisor. Leadership role overseeing high volume incoming calls from 7 automotive service departments. Stores included Mercedes-Benz West Covina, Mercedes-Benz Sacramento, Mercedes-Benz Rocklin, Mercedes-Benz El Dorado Hills, Toyota Norwalk, Toyota West Covina, Chrysler Dodge Jeep Ram West Covina. Directed call center analytics and call center employees. Developed and monitored daily, weekly, and monthly reports analyzing attendance, scheduling, daily phone time, appointment setting, overall contribution rate and individual statistics related to efficiency and productivity. Data compared with overall store performance. Constructed training and policy materials for individual (1-1) and team meetings. Developed personal scripts and communication materials to ensure efficiency and effective time management for individual and team usage. Reviewed customer accounts, updating contact and automotive information. Analyze customer information, and vehicle history to determine maintenance schedule based on both time and mileage, while recommending and up-selling services based on vehicle make and model. Generated conversations, leads and appointments for customer automotive repairs, maintenance, servicing, and recall campaigns. Informed and notified customers of manufacturer recommended scheduled maintenance services, SOP arrivals, recalls, campaigns, and other service related information, while striving for appointment generation. De-escalated situations involving dissatisfied customers and focused on delivering support and solutions. Trained employees on CDK, Mykaarma, Netstar (Mercedes), Dealerconnect (CDJR), Dealerdaily (Toyota) and ADP functions. Collaborated with peers and employees to grow vehicle knowledge, customer service, and overall automotive vehicle platform knowledge. Relayed individual, team, and store reporting and data to upper management and Buisness Development Manager. Show less

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  Envision Motors Jaguar Land Rover

  Jul 2023 - Mar 2024

  Business Development and Service Multimedia Marketing Manager for Envision Motors Jaguar Land Rover Cerritos. Based out of Cerritos, CA. Focused on both incoming and outbound customer interactions related to vehicle maintenance and servicing. Handled high volume of calls while maintaining luxury level of customer service. Driven on results related to customer retention, business growth and delivering exceptional customer service. De-escalated situations involving dissatisfied customers and focused on delivering support/solutions. Developed personal scripts and communication materials to ensure efficiency and effective time management. Generated conversations, leads and appointments for customer automotive repairs, maintenance, and servicing. Monitored customer interactions through calls, texts, and email communication. Reviewed customer accounts, updating contact and automotive information. Informed and notified customers of manufacturer recommended scheduled maintenance services, SOP arrivals, updating SOP status, recalls, campaigns, and other service-related information, while striving for appointment generation. Analyzed customer's vehicle history to determine maintenance needs based on both time and mileage, while recommending and up-selling services based on vehicle make and model. Developed promotional multimedia marketing schedule and campaigns including bi-monthly text campaign, monthly email campaign, and curating/updating promotional service specials & vouchers. Developed using market trends, competitor analysis, and history of campaign effectiveness. Proficiency with Excel, ADP, warranty portal, Epsilon, Topix(JLR vehicle lookup), Mykaarma(CRM), UpdatePromise(marketing platform), and CDK (vehicle history, RO review, appointment generating, list creation). Trained others on all platforms. Collaborated with peers, service advisors and parts representatives, to develop and improve skills, customer service, and overall vehicle/automotive industry knowledge. Show less Service Business Development Center Representative for Envision Motors Jaguar Land Rover Cerritos. Based out of Envision Motors headquarters location in West Covina. Focused on outbound customer interactions related to vehicle maintenance and servicing. Handled high volume of outgoing calls daily while maintaining luxury level of customer service. Daily tasks focused around customer retention and delivering exceptional customer service. De-escalated situations involving dissatisfied customers and focused on delivering support and solutions. Developed personal scripts and communication materials to ensure efficiency and effective time management. Generated conversations, leads and appointments for customer automotive repairs, maintenance, and servicing. Monitored customer interactions through calls, texts, and email communication. Reviewed customer accounts, updating contact and automotive information. Informed and notified customers of manufacturer recommended scheduled maintenance services, SOP arrivals, updating SOP status, recalls, campaigns, and other service related information, while striving for appointment generation. Analyzed customer information, and vehicle history to determine maintenance schedule based on both time and mileage, while recommending and up-selling services based on vehicle make and model. Proficiency with Excel, Microsoft office, ADP, JLR warranty portal, Epsilon (multimedia marketing platform), Topix (JLR vehicle lookup), and Mykaarma (scheduling CRM). Collaborated with peers, including service advisors and parts representatives, to develop and improved vehicle knowledge, customer service, and overall automotive industry knowledge. Show less

  • Business Development and Service Department Multimedia Marketing Manager

    Oct 2023 - Mar 2024

  • Business Development Representative

    Jul 2023 - Oct 2023
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  Ford Of Upland

  Mar 2024 - now

  Call Center Manager