Samantha Amrhein
Senior Customer Experience Manager
North Prairie,WI
Summary
Motivated and enthusiastic individual with a proven track record of guiding and growing support departments at various levels, from startup to senior positions. Skilled in analyzing opportunities, identifying gaps, and addressing bottlenecks in processes to drive improvement. Experienced in crafting organizational standards and protocols to ensure efficient operations. Recognized as a driving force and genuine people leader, with a talent for building and recognizing high-performing teams. Known for executing promising solutions in fast-paced, high-stress environments. Well-versed in SaaS support standards and equipped with a zen-like managerial style that enables success amidst constant change and demanding deadlines.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Senior Customer Experience Manager
Renew Home
San Francisco, California
04.2024 - Current
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Reduced response time to customer inquiries by optimizing support channels.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Manage 5 CX Associates who support Renew Home’s VPP Experience from a B2C approach.
- Cross collaborate with internal stakeholders such as Marketing, Engineering, Project Managers, Product, and more to ensure highest quality of customer support.
- Analyze and dissect CX metrics daily to identify trends, ensure streamlined process when communicating and managing conversations with our members, following our quality assurance measures, and staying productive/timely.
- Assist in Engineering escalations, workload volume, systemic errors, and other large scale/high priority events.
- Present data sets to company-wide meetings and support external communications to our members with similar data sets.
- Implemented data-driven strategies to identify areas needing improvement in customer journey.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Spearheaded process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
Senior Operations Manager - Financial Support
Gravity Payments
Seattle, Washington
03.2023 - 04.2024
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Manage 12 financial support analysts that support merchant’s financial requests (such as rekeys, reconciliations, charge backs, statements, payment processing errors, etc.)
- Collaborate with Operations management, Sales, Risk/Underwriting, CRM engineering, Project Management on various support-related initiatives such as: fraud awareness, security verification, CRM reporting, survey restructure, internal communication protocol, etc.
- Handle and report on internal and merchant-facing escalations & outages
- Monitor the day-to-day operations of the Financial Support team which includes: phone coverage and volume, support trends and reporting, outage management, case management, PTO, Holiday coverage etc.
Client Support Supervisor
WeedMaps
Irvine, California
12.2021 - 04.2023
- Coached employees through day-to-day work and complex problems.
- Managed team of 17 Client Support Associates that juggle support tasks, integration management, onboarding of clients, and sales support
- Cross collaborate with internal stakeholders to elevate client support experience
- Established and implemented training programs to maximize team performance.
- Interpreted management directives to define and document administrative staff processes
- Monitored employee and customer interactions to assess quality of service
- Standardized office structures and processes to promote collaboration and increased performance
- Assessed previous resolutions to uncover deficiencies in coverage and develop improvements
- Tracked and documented metrics, and evaluated trends
- Established and updated work schedules to account for changing staff levels and expected workloads
- Prepared employee schedules for maximum coverage during key hours
- Identify and manage internal bottlenecks within scope of support
Technical Support Supervisor (Inventory Support)
Dealer Inspire Inc.
Naperville, Illinois
11.2019 - 12.2021
- Orchestrate trainings for Inventory Specialists/Solution Engineers - oversee Inventory Team operations
- Grew support team from 4 to 18 specialists in matter of 2 years
- Developed ReOrg structure to better serve clients and increase efficiencies
- Managed team of 18 specialists and worked along side product owners and development teams
- Analyzed support metrics and made organizational strides to ensure consistency and efficiency
- Organize and prioritize support/project/development items for Inventory Team and METAL product (Inventory Management System)
- Troubleshoot and create solutions to technical blockers between Inventory and other departments
- Helped streamline support processes and update procedures for support action consistency
- Broke down and evaluated user problems within our platform, using personal expertise and probing questions
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Processed over 2000 support requests received over 1 year for technical assistance on wide range of issues related to our platform and third party fixes
Senior Inventory Support Specialist
Dealer Inspire
Naperville, Illinois
09.2017 - 12.2019
- Managed all high priority support cases/issues related to client's online inventory presence
- Supported both live clients and set up clients in production
- Developed and trained entire support departments on best practices and quality control efforts in relation to inventory processes/standards
- Led Inventory Support team and stepped in as manager during escalations
- Kept communication standards consistent with clients and internal stakeholders
- Completed more than 1500 support cases per year while department standard was anywhere from 500-800.
- Assisted with client conferences/calls to ensure proper escalation and information shared
- Led OEM specific conferences to align with compliance, OEM standards, and industry-wide protocol
- Acted as liaison between development and client
OEM Solutions Engineer
Dealer Inspire Inc.
Naperville, Illinois
09.2016 - 09.2017
- Manage all OEM support requests
- Handled over 1000 support requests annually
- Answered approximately 15 client calls per day
- Implement new support processes according to individual OEM standards
- Field phone calls and emails from third parties, clients, & OEMs
- Train new OEM Solutions Engineers
- Create documentation for ever changing OEM processes in relation to industry standards and compliance protocol
- Educate other departments on OEM programs/requirements
- Manage support queues of co-workers
- Support client-facing phone calls & meetings - backing products and services
- Developed and maintained courteous and effective working relationships
Membership And Communications Coordinator
The Home Builders Association Of The Fox Cities
Appleton, WI
06.2015 - 09.2016
- Prepared for public relations presentations and plans by gathering information on business objectives, vision, brand strategy, competition and industry trends.
- Created unified messaging of public relations efforts in conjunction with advertising campaigns by working closely with marketing peers.
- Oversaw professional social media messaging through content development, follower engagement, social listening, trend analysis and by leveraging competitor research.
- Increased revenues and supported business goals by developing public relations strategies and campaigns.
- Drafted press releases detailing relevant newsworthy information and supporting brand image, and worked with news media to spread positions.
- Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications.
- Developed key messaging, branding and positioning statements.
- Cultivated and managed relationships with key clients, vendors and community partners.
- Facilitated company-wide communication to more than 500 members across multiple offices
Education
Bachelor of Science - Organizational & Interpersonal Communications
University of Wisconsin - Oshkosh
Oshkosh, WI 09.2010 - 05.2015
Skills
IT Support Leadership
Technical issue analysis, Troubleshooting and diagnostics
Staff education and training
Customer service expert
Wordpress
JIRA, SalesForce, Confluence, Kustomer, Zendesk, Helpdesk, Kustomer, Delighted, Notion, Ring Central, Asana, Greenhouse, Workable, Litmos, Namely, Rippling, Concur, Expensify, Ramp, 15five, Slack, TalkDesk, Execuvision, Dialpad, Tableau
CSS, HTML5, SQL experience, API/FTP experience
Scrum/Agile experience
Team management
Sales support
Timeline
Senior Customer Experience Manager
Renew Home
04.2024 - Current
Senior Operations Manager - Financial Support
Gravity Payments
03.2023 - 04.2024
Client Support Supervisor
WeedMaps
12.2021 - 04.2023
Technical Support Supervisor (Inventory Support)
Dealer Inspire Inc.
11.2019 - 12.2021
Senior Inventory Support Specialist
Dealer Inspire
09.2017 - 12.2019
OEM Solutions Engineer
Dealer Inspire Inc.
09.2016 - 09.2017
Membership And Communications Coordinator
The Home Builders Association Of The Fox Cities
06.2015 - 09.2016
Bachelor of Science - Organizational & Interpersonal Communications
University of Wisconsin - Oshkosh
09.2010 - 05.2015