Samantha Arce
Bismarck,ND
Summary
Detail-oriented and customer-focused professional with extensive experience in operational compliance, complex account resolution, and high-volume taxpayer and client support. Proven track record of interpreting complex regulations, investigating account exceptions, and executing standardized administrative workflows. Possesses strong problem-solving and critical-thinking skills with a passion for delivering exceptional public service, maintaining data accuracy, and fostering positive customer outcomes.
Overview
11
11
years of professional experience
Work History
Response Team Senior Team Lead
Capturis (Conservice)
Bismarck, ND
08.2025 - Current
- Coached and developed leaders across disconnect, late fee, and balance-forward teams to ensure operational compliance.
- Mapped current-state workflows and redesigned processes to reduce errors and improve customer outcomes.
- Enhanced offshore BPO performance by implementing structured feedback loops and stabilizing processes.
Client Success Senior Team Lead
Capturis (Conservice)
Bismarck, ND
08.2024 - 08.2025
- Aligned operational execution with client expectations to enhance client satisfaction and onboarding experiences.
- Led cross-functional collaboration to streamline client lifecycle workflows, ensuring compliance with operational standards.
- Championed continuous improvement initiatives, fostering a culture of integrity and prioritizing client-first decision-making.
Client Success Team Lead
Capturis (Conservice)
Bismarck, ND
04.2023 - 08.2024
- Directed daily operations of Account Managers, ensuring high-quality client support and accountability.
- Mapped team strengths and redesigned task delegation workflows to minimize bottlenecks and enhance throughput.
- Built strategic relationships across Capturis and Conservice, fostering cross-team alignment and minimizing friction.
Customer Account Executive
Capturis (NISC)
Bismarck, ND
03.2018 - 06.2022
- Led client calls and managed high-volume communication channels to resolve complex account issues.
- Facilitated client portal training and collaborated with internal teams to ensure timely resolution of billing discrepancies.
- Enhanced efficiency in utility bill payments by facilitating collaboration among teams and clients.
Invoice Analyst (Balance Forwards)
Capturis (NISC)
Bismarck, ND
06.2015 - 03.2018
- Coordinated with AP teams to process refunds, verify payments, and maintain data accuracy.
- Conducted detailed account reviews and managed exception handling to ensure quality assurance.
- Investigated past-due balances and complex utility account issues to uphold compliance standards.
Education
Certified Surgical Technologist (CST) -
Anthem Institute
Las Vegas, NV01-2012
High School Diploma -
Century High School
01-2008
Some College (No Degree) -
Bismarck State College
Bismarck, ND Skills
- Compliance & Account Auditing: Exception handling, account reviews, billing discrepancies, past-due/disconnect resolution
- Customer & Team Assistance: High-volume communication channels, portal training, problem resolution, stakeholder engagement
- Process & Workflow Optimization: Mapped workflows, standardized SOP documentation, change management, operational enablement
- Data Accuracy & Quality Assurance: Payment verification, AP coordination, reporting, confidentiality & integrity
Accomplishments
- Led implementation of custom bankruptcy programming, training teams and clients on new workflows.
- Contributor to Capturis Customer Managed process, improving client autonomy and operational efficiency.
- Supported disconnect deep‑dive initiatives, identifying root causes and driving structural improvements.
- Primary liaison for client reporting, delivering training on accrual, budgeting, and forecasting tools.
- Focus group contributor, reviewing best practices and aligning operational standards with industry changes.
Timeline
Response Team Senior Team Lead
Capturis (Conservice)
08.2025 - Current
Client Success Senior Team Lead
Capturis (Conservice)
08.2024 - 08.2025
Client Success Team Lead
Capturis (Conservice)
04.2023 - 08.2024
Customer Account Executive
Capturis (NISC)
03.2018 - 06.2022
Invoice Analyst (Balance Forwards)
Capturis (NISC)
06.2015 - 03.2018
Certified Surgical Technologist (CST) -
Anthem Institute
High School Diploma -
Century High School
Some College (No Degree) -
Bismarck State College