Samantha Popo
Waterbury
Summary
Dedicated customer service professional with 10+ years of experience in customer support, sales, and problem resolution. Skilled in handling high-volume calls, building customer relationships, and delivering excellent service. Proven ability to meet performance goals in remote and fast-paced environments while maintaining a strong focus on customer satisfaction.
Overview
21
21
years of professional experience
Work History
Client Success Representative / Certified Debt Spe
Beyond Finance
Remote
12.2025 - Current
- Placed inbound and outbound support calls to effectively address and resolve financial hardship issues for clients.
- Delivered updates on account status and settlement offers to clients, maintaining strict adherence to compliance regulations.
- Documented customer interactions and account activity using CRM systems.
- Addressed client concerns by employing active listening, problem-solving techniques, and effective communication strategies.
- Achieved consistent quality standards in productivity and customer service performance.
Customer Service, Technical Support & Sales Representative
Conduent
05.2020 - 11.2025
- Handled 50+ customer calls daily across phone, email, and chat by using empathy and active listening to understand concerns, provide support, and manage tickets in a fast-paced environment.
- Resolved technical and billing issues by carefully documenting cases in CRM systems while following HIPAA guidelines, company policies, and quality standards.
- Completed outbound follow-up and sales calls by listening to customer needs, offering appropriate solutions, and meeting performance and conversion goals.
Real Estate Agent
Century 21 KR Realty
Hybrid
05.2016 - 12.2021
- Assisted buyers and sellers during residential and commercial real estate transactions by using empathy and active listening to understand needs and provide guidance.
- Communicated clearly with clients by answering questions, handling paperwork, and ensuring transactions followed required rules and standards.
- Negotiated contract terms with all parties involved to reach fair agreements and keep transactions moving forward.
Tax Preparer
Liberty Tax
Brooklyn, NY
09.2019 - 04.2020
- Supported client accounts by preparing tax documents, verifying information for accuracy, and entering sensitive data into secure systems with care and attention to detail.
- Assisted clients through chat, phone, and email by actively listening to concerns, resolving billing or eligibility questions, and providing clear, professional support.
- Helped clients navigate systems, schedule appointments, and upload documents while meeting service timelines and maintaining high resolution rates.
Administrative Assistance
CAMBA
Brooklyn, NY
09.2005 - 09.2008
- Assisted clients with applications, eligibility reviews, and required paperwork while ensuring information was completed, accurate, and submitted within required timeframes.
- Communicated clearly and professionally with clients, internal teams, and external agencies to resolve issues, coordinate services, and support positive client outcomes.
- Monitored client progress, updated case notes regularly, and escalated concerns when necessary to ensure continuity of care and timely service delivery.
Education
Medical Assistant Certificate -
Allen School
High School Diploma - undefined
Park West High School
Skills
- Customer Service Client Relations Active Listening Empathetic Communication Conflict Resolution Problem Solving Client Onboarding Debt Resolution Financial Hardship Assistance Benefits Coordination Claims Processing Case Management Compliance Documentation Technical Support Help Desk Support CRM Systems (Salesforce, Zendesk) NICE CX360 Five9 Microsoft Office Suite Zoom Microsoft Teams Slack
Timeline
Client Success Representative / Certified Debt Spe
Beyond Finance
12.2025 - Current
Customer Service, Technical Support & Sales Representative
Conduent
05.2020 - 11.2025
Tax Preparer
Liberty Tax
09.2019 - 04.2020
Real Estate Agent
Century 21 KR Realty
05.2016 - 12.2021
Administrative Assistance
CAMBA
09.2005 - 09.2008
High School Diploma - undefined
Park West High School
Medical Assistant Certificate -
Allen School