Nadia Samadi
Oakridge,NJ
Summary
Highly motivated and results-oriented professional with 27 years of management experience. Proven track record of delivering exceptional customer support while achieving company financial goals. Energetic self-starter with strong communication skills and keen attention to detail. Highly organized and capable of prioritizing effectively, managing multiple tasks, and meeting deadlines. Creative problem solver who adapts quickly to changing demands. Strong focus on customer satisfaction. Trusted team player aiming to be a game changer. Passionate about helping others grow and achieve success. Energetic and organized with a knack for leadership and problem-solving. Well-versed in strategic planning and operational efficiency, along with strong analytical and communication skills. Committed to driving team success and achieving organizational goals.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Manager, Customer Delivery
CSG International
01.2023 - Current
- Manage a team to work towards the development of a strategic plan in collaboration with Executive Leaders to drive growth, explore opportunities, and enhance customer retention.
- Manage a strategic team of nine employees who support our top-tier billing customers, along with the Statement Operations Support Team, which was recently transferred to another Manager.
- Manage strategies to drive customer growth, retention, and satisfaction, working with my leader to ensure we meet all customers' service level agreements and retain growth in existing and new businesses.
- Manage weekly team calls that include CDM, Marketing Services, and our Mass Printing partners. One session during these discussions focuses on learning, where teams showcase recent projects, processes, and improvements, fostering knowledge-sharing
- Manage and develop strategies to enhance the overall health of customer accounts, working closely with the team to ensure high customer satisfaction with CSG’s products and services.
- Encourage the team to think strategically about process improvements and automation to enhance workflow efficiency.
- Provide robust problem-resolution support to the team and internal CSG partners.
- Lead and collaborate touchpoints with Sales, Operations, Product Management, Software Development, and Technical Support teams to enhance business performance, identify improvement opportunities, and drive customer success with a collaborative, one-team mindset.
- Monthly touchpoint calls with our CBU partners.
- Global migration validation and coordination with the team and operations to ensure no impact on customer statements.
- This has reduced issues and allowed us to identify problems that could have had a significant impact.
- I aligned theCDM team to contribute during CBU Business Reviews, enabling CDD to showcase statement opportunities and provide updates for National, Comcast, DISH, and Charter.
- It has proven that keeping the CDMs engaged in these collaborative sessions has provided growth opportunities, built relationships, and knowledge sharing.
- Aligned CDM team to perform a monthly touchpoint with CBU, engaging participation from Sales, Marketing, and CDM.
- This collaborative meeting allows CDM to provide updates to our CBU
- This is a collaborative session.
- Manage the team’s progress, customer engagement, and issue management.
- Oversee opportunities to help Operations standardize process improvements.
- A recent major initiative focused on improving statement reruns for our CSG billing clients, contributing to sharing stats to explore billing opportunities proactively.
- Manage and coordinate the quarterly release management lifecycle, which includes scheduling, coordinating, and testing application changes in QA/CTE environments for statement validation while communicating security improvements and hardware upgrades.
- Manage the deliverables for global migrations and provide directions on how we will meet our clients' needs.
- Contributor in a collaborative Leadership call that includes all Leads and Managers to collaborate.
- Key escalation points of contact, supporting the CDM team in ensuring customer delivery satisfaction by transforming issues into growth opportunities and relationship-building initiatives.
- As a strong advocate for growth, coaching the team to identify their strengths, set challenging goals, and work towards achieving them
- Progress is tracked through Biweekly CHAT sessions.
- A strong leader in relationship-building.
- Participate as a leader/member of the Women’s Leadership Program – We Lead.
- Participated in leadership conferences.
- ICAN and NYC Women’s Leadership Coalition.
- Selected by executive leadership for the Ignite Leadership Program, which includes a mentorship opportunity with the CSG Executive team
- Mentor new employees during their onboarding process by identifying their strengths and helping them grow to find their growth path.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Lead, Customer Delivery Manager
CSG International
01.2022 - Current
- Leads the direction of new innovative customer solutions.
- Leads a global team of 9 employees that support our top-tier strategic billing customers.
- A few of those clients are Charter, Comcast, DISH, Breezeline, Eastlink, Mediacom, etc.
- Leads the development of the overall health of the customer account and works to ensure an overall high level of customer satisfaction with CSG’s product and service portfolio.
- Provide strong problem-resolution support to the team and internal CSG partners.
- Lead core support and solutions on behalf of the customers.
- Lead the team’s progress, customer engagement, and issue management
- Leads and supports my team on complex challenges and issues until resolution.
- Leads the team to operational support between the customer and internal teams to track business processes, document requirements, and communicate status updates.
- Lead and coordinate client calls that include other parts of the organization that will drive growth, such as Marketing Services, Development, and Product Delivery team.
- Lead opportunities to help Operations standardize process improvements.
- Lead annual/quarterly customer reviews with Customers and Customer Business Units.
- Leads the release management lifecycle, including scheduling, coordinating, and testing application changes in QA/CTE environments for statement validation, communicating security improvements, and hardware upgrades.
- Leads global migrations and directs how we will deliver for our clients.
- A leader/member of the Women’s Leadership Program - WeLead
- Mentor new onboarding employees.
Senior, Customer Delivery Manager
CSG International
01.2020 - Current
- Deliver innovative customer solutions.
- Recognizes customer pain points and recommends leveraging CSG product assets best to solve customer problems while achieving their goals.
- Leverage strong knowledge of customer forecasts and strategic plans to challenge their assumptions and how they can effectively execute their business plans.
- Develop and maintain the overall health of the customer account and work to ensure a high level of customer satisfaction with CSG’s product and service portfolio.
- Provide a strong level of problem resolution to current and potential issues.
- Manage and lead core support and solutions on behalf of the customers
- Research from beginning to end complex challenges and issues until resolution.
- Provides sound operational support between the customer and internal teams to track business processes, document requirements, and communicate status updates.
- Lead and coordinate client calls that include other parts of the organization that will drive growth, such as Marketing Services, Development, and Product Delivery teams.
- Identify opportunities to help assist Operations in standardizing material to generic to help streamline the process.
- Maintain customer Business Requirement documents.
- Lead and update Customer delivery playbook.
- Lead and participate in annual/quarterly customer reviews.
- Participate in the release management lifecycle, which includes scheduling, coordinating, and testing application changes in QA/CTE environments for statement validation, communicating security improvements, and performing hardware upgrades.
- Train existing customers on current CSG products.
- Partner with CSG’s Product team and lead the product overview calls for the Output Solution organization monthly.
- Lead strategically in customer delivery and customer relationship management, supporting account relationships, contract renewals, and SOW agreements, and managing day-to-day business activity.
- Liaison and Manager for leading, supporting, high-profile accounts: ADT Security, Price Water Cooper (PwC), Wehco Video, Lincoln Electric Services, Inc., Faneuil, GNG/Vertex, and Johnson Control.
- Contributed to the ADT Security statement redesign effort with exceptional results, reducing customer call volume by 20%.
- This achievement is recognized across the entire CSG organization and has been used as an example in sales kickoff conversations.
- Partner with CSG Marketing Services, which successfully generated exceptional revenue for ADT Security and other CSG clients through direct mailing and the creative side of the business (ad pages and inserts).
- CBE to identify growth opportunities, bringing in our Product owners to drive growth and include in contract renewals.
- Experienced and expert in CSG Direct Solution platform (Windows, Joint, and Unix).
- Experienced in CSG Billing platform (CCS).
- Experienced in Agile Mythology and Safe Certified.
- I am the lead participant for our Customer Experience Committee, providing daily updates and reporting to leadership (CCM Output).
- Mentor and train Texas CDM partners in migrating to CSG products and services.
- Mentor and train our new hires on CSG products and services.
- Member of the CSG’s Women’s Leadership.
- Member of the CSG TIG Event planning coordinator.
- Member of CSG’s Leadership Mastermind.
- Member of CSG’s Book Club.
- Member of CSG Wellness Togetherness.
Customer Delivery Manager
CSG International
01.2017 - Current
- Participated in the management of core support and maintenance of core solutions on behalf of the customers
- Provided sound operational support between the customer and internal teams to track business processes, document requirements, details, resolution, and communication status
- Participated in the release management lifecycle, which included scheduling, coordinating, and testing associated with application updates, operating system patches, security improvements, hardware upgrades, projects, and programs
- Researched and resolved small to mildly complex recovery problems dealing with inaccurate data throughout all company product offerings
- Conducted customer operational analysis to define opportunities for automating mid to complex customer operations and functions
- Proficiently used various computer applications, including Windows Operation System and MS Office Suite
- Customer support, FirstBank, Antietam Cable, Connexus Energy, Antietam Cable, Wehco, Lincoln Electric
Customer Relationship Manager
CSG International
01.2015 - Current
- Responsible for maintaining and improving relationships with customers and retention
- Implementing strategies to improve customer satisfaction and loyalty
- Collaborating with Sales, Marketing, and Product Team to enhance the customer experience
- Maintaining client revenue and opportunities in the Sales Force
Senior Account Manager
CSG International
01.2014 - 01.2016
- Manage departmental communications, reporting, and training and is the liaison contact for multiple platforms.
- Management of high-profile accounts such as Time Warner Cable (Charter Communications) West & East Region (ACP), Wave Division Holdings, First Communications, Minnesota Power, Antietam Cable, Union Bank and Trust, Advanced Cable, American Utility Management, One Link, Touchtone, FirstBank and American Support.
- Supporting all client-related projects.
- Support accounts from various platforms, such as ACP, Unix, Windows, and Joint platforms.
- Developed long-lasting client relationships by providing exceptional customer service and support.
Account Manager
CSG International
01.2005 - 01.2014
- Advocate for clients and liaison for products, services, policies, and procedures
- Act as the primary point of contact between clients and all internal departments, including Graphics, IT, Operations, and Finance
- Conduct on-site account reviews using PowerPoint presentations.
- Responsible for maintaining and nurturing strong client relationships
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Project Manager/Account Coordinator
Redmond BCMS
01.1998 - 05.2025
- Company Overview: Redmond Press Inc. is a regional mailing, warehousing, printing, and fulfillment company. Printed Communications Services Inc. is a global marketing support company that has been in business for over 45 years. RedmondBCMS, through ownership, combines the two companies and their resources to offer complete support from design to delivery for printed business communications and marketing projects.
- Managed client accounts for AT&T, Automatic Switch Company, A&P, Ohaus Corporation, USGA, Woolmark, and Citibank GTS Marketing and oversaw bulk mailings for over 10 companies.
- Oversee approximately 35 projects weekly, which involves initial client consultations, developing project specifications, and communicating project details to the production, printing, and mailing departments.
- Manage inventory for all accounts, which includes receiving promotional materials, processing daily orders, coordinating with the Warehousing Team on storage, and generating weekly and monthly inventory reports.
- Monitor and advise clients on restocking and disposing of slow-moving marketing collateral.
- Maintain direct communication with clients and the printing team throughout production to ensure successful project completion.
- Responsible for client invoicing and payment upon completion of project shipments
- Consistently cultivate customer relationships that lead to repeat and referral business by assessing clients’ needs, developing printing specifications, measuring project timelines, and meeting shipping deadlines while adhering to clients’ goals and budgets.
- Redmond Press Inc., a regional Mailing, Warehousing, Printing, and Fulfillment co
- In business for over 45 years, and Printed Communications Services Inc., a global marketing support company
- RedmondBCMS, through ownership, combines the two companies and their resources to offer complete support for printed business communications and marketing projects, from design to delivery.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
Education
Business Administration And Management
William Paterson University
Paterson, NJAssociates in Arts - Associate's in Arts
Kingsborough Community College
Brooklyn, NY06.1997
Skills
- Microsoft 365 Applications
- Bill Composer
- CSG Connect
- Directnet
- Salesforce
- Oracle
- One View
- MyCSG Support
- ACP platform
- Communication Builder
- Workday
- Conga
- Helix
- Jira
- Confluence
- Rumba
- HIPPA Awareness Certified
- Leadership Ignite Program
- Customer Delivery
- Customer Relations
- Creative Direction
Certification
- Agile Certified.
Ignited Leadership Impact
Completed a 6-month leadership training program with executive leaders.
Languages
English
Full Professional
Arabic
Limited Working
Timeline
Manager, Customer Delivery
CSG International
01.2023 - Current
Lead, Customer Delivery Manager
CSG International
01.2022 - Current
Senior, Customer Delivery Manager
CSG International
01.2020 - Current
Customer Delivery Manager
CSG International
01.2017 - Current
Customer Relationship Manager
CSG International
01.2015 - Current
Senior Account Manager
CSG International
01.2014 - 01.2016
Account Manager
CSG International
01.2005 - 01.2014
Project Manager/Account Coordinator
Redmond BCMS
01.1998 - 05.2025
Business Administration And Management
William Paterson University
Associates in Arts - Associate's in Arts
Kingsborough Community College
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