Samantha Burks
Marietta
Summary
Customer Service Manager with 10+ years overseeing customer lifecycle operations in e-commerce and custom orthotics, improving satisfaction scores by 25% through SOP development and CRM enhancements. Led cross-functional coordination and UAT processes to launch new workflows and streamline eligibility checking, reducing resolution times and supporting program expansions. Developed and maintained SOPs, leveraged Zendesk analytics and KPI monitoring to triage issues and inform strategic policy adjustments. Managed end-to-end project coordination-from task assignment in Zendesk to stakeholder communication-ensuring timely delivery and operational excellence.
Overview
10
10
years of professional experience
Work History
Customer Operations Manager
01.2024 - Current
- Spearheaded customer lifecycle operations, developing policies and CRM best practices that boosted satisfaction scores by 25%
- Led and trained a team of 10+ customer service representatives in Zendesk, ensuring consistent, customer-centric support and issue resolution
- Designed and implemented process improvements in order and adjustment workflows, boosting operational efficiency and reducing resolution times
- Employed Zendesk analytics and KPIs to monitor service quality, enabling data-driven adjustments to policies and workflows
- Coordinated user acceptance testing for new system updates, validating eligibility configurations, and ensuring seamless group launch processes
Owner
HomeBliss Sand & Sea
05.2016 - 04.2024
- Founded and managed a profitable oceanfront vacation rental brand, overseeing renovation, operations, and vendor coordination to achieve high occupancy
- Executed digital marketing campaigns (SEO, email, social ads), increasing site traffic by 40% and driving organic lead growth
- Managed end-to-end guest experience-booking, communication, and vendor coordination-to maintain service quality and timely issue resolution
- Oversaw budgeting, forecasting, and ROI analysis to ensure profitability and continuous process optimization
- Documented and maintained SOPs for guest check-in, maintenance, and issue resolution processes to standardize operations
Education
Bachelor's Degree -
Farmingdale State College
01.1995
Skills
- Customer lifecycle and support
- Lifecycle operations
- Issue resolution
- Customer Service Leadership
- Acceptance Testing (UAT)
- CRM Management/Zendesk sales
- Process and Project Management
- Data-Driven Decision-Making
- KPI Monitoring and Data Analytics
- Budgeting and Forecasting/ ROI
- Operational efficiency
- Client satisfaction
- Collaborative mindset
- Compliance management
- Staff development
- Sales support
- Problem-solving
- Conflict resolution
- Recruitment and hiring
- Staff training
- Delegating work
Accomplishments
- 8+ years in custom orthotics, with a comprehensive understanding of customer needs and industry-specific solutions.
- Successful entrepreneur and brand builder, integrating expertise in content creation with personal advocacy for rescue dogs.
- Recognized for implementing customer service enhancements that contributed to sustained client satisfaction and increased retention.
Languages
English
Full Professional
Timeline
Customer Operations Manager
01.2024 - Current
Owner
HomeBliss Sand & Sea
05.2016 - 04.2024
Bachelor's Degree -
Farmingdale State College