Samantha
Customer Support Specialist
FemaleAfter-sales customer serviceLive in United StatesNationality
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Work experience
Customer Support Specialist
Silo2022.06-Current(3 years)Develop articles and videos tailored to client needs, enhancing overall client satisfaction and engagement Coordinate and facilitate communication between clients and internal departments,ensuring timely and accurate resolution of client queries and issues,resulting in consistently high customer satisfaction(CSAT)scores above90%and a median first response time of under10minutes Streamline internal communications and customer support by creating weekly reports for team reference and curating weekly digests for our Help Center,ensuring timely and relevant information for both internal stakeholders and external customers Conduct comprehensive training sessions on platform usage, finance,and accounting,equipping clients with the necessary skills and knowledge to maximize platform benefitsBusiness Development Representative
Trip Actions2022.06-2022.10(5 months)Managed new business through outbound prospecting with an average of60customers a day through lead qualification, ensuring they had the necessary information to gain visibility and control over their travel and expense costs Collaborated with Account Executives to craft and execute outbound sales strategies,yielding a45%conversion rate from 40monthly leads,with75%of qualified leads resulting in closed deals averaging$10,000in revenue Partnered with sales and marketing teams,providing feedback on lead quality and leveraging data-driven insights, resulting in a20%improvement in lead quality and a15% increase in marketing-qualified leadsSales Development Representative
Sama2021.08-2022.06(a year)Managed and coordinated B2B SaaS sales initiatives, fostering relationships with AI Managers and Directors in Enterprise Accounts to drive engagement and ensure alignment with client requirements,resulting in25%increase in sales-qualified leads,30%growth in existing account revenue Oversaw the creation and distribution of newsletters, focusing on AI/ML,Computer Vision,and Data Collection+ Curation,ensuring content was relevant,engaging,and aligned with strategic communication goals resulting in95% client retention rate Served as company representative at 10+industry-leading AI events and conferences,including AI Summit,Machine Learning Week,and Computer Vision Conference,generating 50+qualified leads,with a25%conversion rate Collaborated with the VP of Sales to plan and execute go-to-market strategies for a new vertical(medtech), coordinating cross-functional efforts to ensure successful launch and market entry
Educational experience
Keiser University, Florida
Psychology2016.01-2019.12(4 years)
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