Monika Sampson
Kearns
Summary
Experienced with leading complex technology projects from inception to completion. Utilizes effective strategies to enhance system performance and reliability. Track record of fostering innovation and driving technological advancements within organizations.
Overview
19
19
years of professional experience
Work History
Director of Technology
Snap Finance
Salt Lake City, UT
09.2025 - Current
- Led technology strategy development to enhance operational efficiency and drive innovation across departments.
- Oversaw implementation of various customer and agent facing solutions including telephony, digital communication platforms and virtual agents, improving self-service accessibility and collaboration among teams.
- Successfully led implementation of Virtual Agent through Cresta and Nice CXOne which consistently drives a 35% reduction in agent volume.
- Managed vendor relationships to negotiate contracts that optimize service delivery and reduce operational costs.
- Oversaw a team that maintained and audited key systems including access and user management.
- Incident management including documenting key issues, driving solutions and providing quick engagement during real time, urgent events.
Senior Technology Manager
Snap Finance
Salt Lake City, UT
08.2019 - 09.2025
- Led cross-functional teams to enhance technology infrastructure and streamline operations.
- Developed and implemented strategic technology initiatives aligned with business goals.
- Managed vendor relationships to optimize service delivery and cost efficiency.
- Oversaw project management processes, ensuring timely completion of technology deployments.
- Spearheaded the integration of new technologies to enhance customer experience and engagement.
- Real time incident management and long term exploration of issues and bottlenecks to ensure operations continued to run smoothly.
Real Time Analyst Supervisor
Walmart eCommerce/Jet.com
Draper, UT
09.2018 - 08.2019
- Manage RTA’s through the use of scorecards, 1on1’s and team meetings.
- Speak with vendors concerning Staffing Compliance, delivered hours, VTO/OT, etc. to support the overall business.
- Multi-queue real time management for different lines of business (voice/calls, email, chat, SMS) as well as real time management of different companies’ queues.
- Manage PITO/VTO and agent attendance through Aspect, Workday and InContact.
- Building and running intra-day and historical reports to display and speak to data using Excel pivot tables, basic VBA and formulas (including v-lookups, sumifs, etc)
- Presenting data to management in a clear way.
- Communication with ops on trends, changes and needs of the business.
Senior Real Time Analyst
Jet.com
Draper, UT
01.2016 - 09.2018
- Interact with the call floor agents, supervisors and managers in person and over email/chat
- Work together with fellow analysts and the call floor to meet and maintain service level and occupancy goals.
- Offer VTO/OT as the business needs.
- Compile and send intraday reports to Ops management every 4 hours with information on volume, SLA, AHT, VTO/OT, etc to keep everyone up to date.
- Monitor and track agent’s attendance in a SQL database and Aspect and communicate with the supervisors as needed.
- Monitor queues and agent states to maintain high performance while keeping a balance to maintain agent moral and company culture.
- Promoted to Senior Analyst June 2017
Customer Support Representative
Jet.com
Draper, UT
11.2015 - 01.2016
- Answer calls and emails simultaneously to assist customers
- Assist members with questions about their current order, help them find a specific product or answer general questions about Jet.
- Maintain a professional tone while delivering a hard message or dealing with conflict
Patient Advisor
Bronson Medical
Salt Lake City, UT
10.2014 - 10.2015
- Outbound calls to patients to help connect them via phone with our doctor to fill prescriptions (primarily diabetic supplies, medical braces and topical pain creams)
- Data entry into a shared Google Sheet as well as actively keeping the data entered up to date
- Adding new patient information from our CRM into the shared spreadsheet
- Assisted in training new hires
Leasing Consultant
NALS Apartment Homes and Suites
Salt Lake City, UT
04.2014 - 10.2014
- Assist prospective residents in the application process
- Assist future suites guests in setting up reservations
- Answer any questions current or prospective residents or guests have via phone, email or face to face conversations
- Process applications including data entry, organizing paperwork and running background and criminal checks
- Enter in future reservations that come via email or fax into the internal system
- Assist in processing travel agent commissions for the suites
Customer Solutions Teammate
eBay Buyer Protection Appeals
Draper, UT
01.2012 - 01.2014
- Answer calls to assist members in appealing or escalating cases plus addressing any other concerns I can
- Maintaining a professional attitude and tone while delivering the hard message
- Demonstrate an aptitude for empathy in tough situations
- Communicating via email to resolve problems
- Retain ownership and follow up on cases to fully conclude business with members
- Maintain a good working relationship with my peers on my team as well as the floor in a diverse environment
Shelver
Salt Lake County Library Services
West Valley City, UT
01.2007 - 01.2012
- Primary duties include sorting and shelving books, as well as checking materials in.
- Assisting patrons in finding items or with computer use.
- Assisting patrons with issues they have on their card, in person or over the phone.
- Sending and receiving items from other branches in the library system.
Education
Computer Science and 3D Animation
Salt Lake Community College
Salt Lake City, UT01.2012
High School Diploma - undefined
Academy for Math, Engineering & Science
Salt Lake City, UT01.2009
Skills
- Excellent knowledge of Nice CXOne and Cresta
- Detail oriented with a high standard of accuracy
- Excellent at self management and the ability to work with deadlines
- Client and Vendor relationship management
- Rapid integration comprehension
- Ability to actively listen and remain empathetic in conflict situations
- Excellent working knowledge using Microsoft programs such as Word and Excel
- Basic knowledge of Python and SQL databases
Timeline
Director of Technology
Snap Finance
09.2025 - Current
Senior Technology Manager
Snap Finance
08.2019 - 09.2025
Real Time Analyst Supervisor
Walmart eCommerce/Jet.com
09.2018 - 08.2019
Senior Real Time Analyst
Jet.com
01.2016 - 09.2018
Customer Support Representative
Jet.com
11.2015 - 01.2016
Patient Advisor
Bronson Medical
10.2014 - 10.2015
Leasing Consultant
NALS Apartment Homes and Suites
04.2014 - 10.2014
Customer Solutions Teammate
eBay Buyer Protection Appeals
01.2012 - 01.2014
Shelver
Salt Lake County Library Services
01.2007 - 01.2012
High School Diploma - undefined
Academy for Math, Engineering & Science
Computer Science and 3D Animation
Salt Lake Community College