Samantha Alderson
Richmond,Kentucky
Summary
Customer support supervisor with a strong record in escalation management, de-escalation, and cross-functional problem solving. Trained 25 support staff, reduced escalations below 1%, and led process improvements in Zendesk, knowledge bases, and self-service tools to strengthen response speed and customer experience.
Overview
14
14
years of professional experience
Work History
Supervisor
Brightside Health
12.2022 - Current
- Customer Resolution & Escalation Management:
- Maintained a 95% first response rate within 24 hours and achieved 95% full resolution adherence to internal SLAs across various request types, ensuring timely and effective support.
- Resolved diverse customer inquiries and escalations related to functionality and member experience—focusing on medication issues and provider/therapist reassignment.
- Developed and implemented significant efficiencies within the support model, including the creation and optimization of macros in ZenDesk significantly improving response times and consistency.
- Leveraged technology and automation tools to streamline support processes
- Service Level Adherence & Quality Assurance:
- Monitored and ensured quick responses to customer inquiries, consistently meeting and exceeding agreed-upon service level agreements to maintain high customer satisfaction.
- Achieved and maintained a Customer Satisfaction (CSAT) score of 90% or higher on all support interactions.
- Knowledge Management & Self-Service:
- Built and continually maintained a comprehensive internal and external customer knowledge base, regularly contributing new articles to confluence and macro updates within Zendesk thereby facilitating self-service and reducing dependency on direct support interactions.
- Cross-functional Collaboration:
- Collaborated with provider support, product team, and providers/therapists to address complex technical and account-related issues, ensuring cohesive support solutions for customers.
- Actively collected and analyzed customer feedback to recommend and implement continuous enhancements to support tools and processes, collaborating with other teams to improve the overall customer experience.
- Documentation & Training:
- Documented clearly and concisely Standard Operating Procedures (SOPs) for all support tasks and processes, enhancing team consistency and efficiency.
- Trained and successfully onboarded 25 support Staff, ensuring high-quality and consistent customer support delivery.
- Contributed to the development of the Self Serve reassignment feature on the platform.
- Maintained an escalation rate below 1% of total tickets, demonstrating effective frontline resolution.
- Led or significantly contributed to at least 2 process improvement or tool optimization initiatives per quarter, directly impacting customer satisfaction and team efficiency.
Corporate Quoter
Micro Precision Calibration
01.2017 - 01.2020
- Executed quoting for divisions at Micro Precision, contributing to sales growth.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Collaborated with diverse coworkers to solve product and service issues.
Office Manager / Sales
Limelight
01.2013 - 01.2017
- Increased sales by 219% to over 300K in first quarter at Limelight. Grew overall sales to over $1 million in first year. I do everything from order entry, invoicing, customer service. Executed administrative tasks to streamline team operations.
- Managed Limelight office operations and daily administrative workflows.
- Oversaw vendor relationships, invoices, and office supply ordering.
- Coordinated executive calendars, meetings, and travel arrangements.
Skills
- Customer Relationship Management (CRM): Salesforce
- Customer support platforms
- SOP development
- Data Analysis: Ticket Metrics, Excel (Intermediate/Advanced)
- Tools: Microsoft Office Suite, Google Workspace, Slack, Jira, Asana
- Curriculum development
- Written communication
Timeline
Supervisor
Brightside Health
12.2022 - Current
Corporate Quoter
Micro Precision Calibration
01.2017 - 01.2020
Office Manager / Sales
Limelight
01.2013 - 01.2017