Samantha Buffa

Client-Facing Support:

• Achieved successful client outcomes by identifying and addressing their unique needs and goals.
• Monitored client performance and provided feedback on areas of improvement.
• Collaborated with teams and clinical counterparts to resolve client issues and ensure timely case resolution.
• Managed and triaged inbound requests via text, calls, and emails; tracked with Salesforce.
• Led client meetings and documented minutes.
• Partnered with Implementation Project Managers and Clinical Review RNs for client expansions and launches.

Team Leadership:

• Led and trained the Client & Partner Operations Lead team; handled escalations.
• Developed and maintained knowledge bases and SOPs; ensured up-to-date documentation for daily operations and ongoing learning.
• Enhanced training materials and SOPs; identified and addressed operational improvements.
• Spoke with peers to verify task completion, meeting tight deadlines, and schedules.

Cross-Functional Responsibilities:

• Analyzed trends and developed actionable plans; collaborated with Product and Professional Services to enhance client experience and service delivery.
• Collaborated with cross-functional teams to develop strategies that increased customer retention rates and drove business growth.
• Proactively identified potential risks within client accounts, working collaboratively with stakeholders to mitigate issues before they escalated.
• Maintained detailed records of client interactions, providing valuable insights for future engagements and strategy development.
• Implemented feedback loops with clients to continuously improve product offerings and address pain points, leading to increased satisfaction levels.

• Boosted efficiency by developing standardized procedures for handling common client inquiries and concerns.
• 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.
• Coordinated with internal departments on implementation of new client business.
• Championed a company culture focused on delivering exceptional service, fostering employee alignment and dedication towards meeting clients' expectations.
• Maintained audit trail and statistical records of problems and conditions reported by client.

• Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
• Developed strong relationships with clients, fostering trust and confidence in the implementation process.
• Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
• 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.

• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Implemented feedback loops from customers into product development processes.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• 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.

• 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.

• Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
• Maintained confidentiality in handling sensitive information while performing administrative tasks.
• Collaborated via telephone, email, and fax with other government entities such as District Courts, police departments, and law offices.
• Utilized 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.

• Maintained organized filing systems for easy retrieval of case files and supporting documentation.
• Organized a large database of records, including case files, court dockets, and other related materials.
• Prepared and processed warrants for the department on all delinquent citations.
• Collaborated with other departments within the courthouse to ensure efficient operations.
• Maintained complete confidentiality for all cases and files.
• 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.
• Increased understanding of legal terminology and court procedures by regularly attending hearings, trials, and other court proceedings.
• Promoted a culture of professionalism within pretrial services by adhering to established policies, protocols, and ethical guidelines at all times.