Samantha Buffa

Client-Facing Support:

• Managed and triaged inbound requests via text, calls, and emails; tracked with Salesforce.
• Collaborated with teams and clinical counterparts to resolve client issues and ensure timely case resolution.
• Attended client meetings, documented minutes, and coordinated onsite travel as needed.
• Partnered with Project Managers and Client Success for client expansions and launches.
• Handled level 1 cases, escalating unresolved issues to higher support levels.

Team Leadership:

• Led and trained the Client & Partner Operations Leads (CPOL) team; handled escalations.
• Enhanced CPOL training programs and SOPs; identified and addressed operational improvements.
• Knowledge Base and SOP Development:
• Developed and maintained knowledge bases and SOPs; ensured up-to-date documentation for onboarding and ongoing learning.

Cross-Functional Responsibilities:

• Analyzed trends and developed actionable plans; collaborated with Product and Professional Services to enhance client experience and service delivery.

• Identified potential risks associated with software implementations and developed strategies for mitigating them.
• Maintained audit trail and statistical records of problems and conditions reported by client.
• Conducted training sessions for users on how to use the newly implemented software program.
• Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
• Served as liaison between customer support team and technical team members in order to resolve any issues or questions.

• Developed training materials and procedures or trained users in proper use of hardware or software.
• Analyzed current business processes and identified areas where improvements could be made through automation.
• Provided feedback on product features or design elements that could improve usability or performance.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

• Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
• Organized team activities to build camaraderie and foster pleasant workplace culture.
• Identified areas where current products are not meeting expectations or could be improved upon.
• Coached team members on best practices for delivering exceptional customer experiences.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Implemented feedback loops from customers into product development processes.

• Analyzed customer feedback to identify areas of improvement in the customer experience.
• Researched and resolved customer inquiries in a timely manner.
• Mentored junior team members and managed employee relationships.
• Provided technical support to clients via phone, email, and Zoom/Google meetings.
• Demonstrated and explained product features and benefits to overcome customer objectives.
• Updated databases with new and modified customer data.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Collaborate via telephone, email, and fax with other government entities such as District Courts, police departments, and law offices.
• Utilize computer programs such as Trakman, CourtView, OnBase, Google Suites, and Adobe Acrobat DC.
• Ensure all legal documents submitted adhere to the proper court standards.
• Maintained an organized filing system of paper documents and electronic files.
• Answered phone calls and welcomed visitors to office.
• Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and conducting inventory checks.
• Dispersed incoming mail to correct recipients throughout office.

• Prepared and processed warrants for the department on all delinquent citations.
• Collaborated with other departments within the courthouse to ensure efficient operation.
• Maintained complete confidentiality for all cases and files.
• Organized and maintained a large database of records, including case files, court dockets, and other related materials.
• Tracked cases and managed electronic and physical records, creating new case files, entering filings, hearings, trials and judgments and closing cases when complete.

• Operated within an office environment to aid in the goal of maximizing the number of defendants that can safely be released into the community.
• Attended hearings in order to provide information relevant to pretrial release decisions.
• Offered transitional services for program offenders and referral to appropriate community agencies and organizations.
• Conducted intake interviews with defendants to determine eligibility for pretrial services.