Samantha Gutierrez
Houston,TX
Summary
Dynamic Complaint Resolution Analyst at Afterpay with a proven track record in dispute resolution and process improvement. Expert in coaching and mentoring teams to enhance performance, achieving high CSAT scores. Skilled in analyzing customer inquiries and implementing effective solutions, driving operational excellence and customer satisfaction.
Overview
6
6
years of professional experience
Work History
External Complaint Resolution Specialist
Afterpay
04.2022 - Current
- Analyzed customer inquiries and resolved account issues efficiently.
- Collaborated with teams to develop best practices for customer support.
- Utilized dispute resolution tools to investigate transaction discrepancies.
- Monitored account activity for potential fraud and escalated concerns promptly.
- Documented case details in the system for accurate record-keeping.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Learning Experience Leader
TaskUs
03.2020 - 01.2022
- Designed instructional materials such as presentations, facilitator's guides, quizzes, and SOPs for onboarding and continued learning modules.
- Facilitated new-hire onboarding and oversaw continued learning
- Reviewed calls, performed quality evaluations, assisted with supervisor requests, and provided coaching
- Provided reports and insights on performance issues observed in training.
Subject Matter Expert
TaskUs
10.2019 - 03.2020
- Resolved customer complaints and inquiries within SLA's (phone and email responses)
- Maintained high-performing resolution rates, quality scores, and CSAT targets
- Leveraged by multiple teams to assist in addressing Tier 2 escalations/complaints
- Provided feedback to fellow team members on opportunities to improve resolutions
Customer Support Team Member
Conduit Global
04.2019 - 10.2019
- Resolved complex customer issues related to billing, account assistance, and various technical problems.
- Maintained detailed documentation of customer interactions and ticket updates to track requests and resolutions
- Assisted agents with escalated customer conversations and provided guidance to help resolve issues.
Education
Bachelor's Degree - Psychology, Marketing
The University Of Texas At San Antonio
San Antonio, TX06-2023
Skills
- Performance evaluation
- Dispute resolution
- Process improvement
- Coaching and mentoring
- Payroll management
- Compliance awareness
- Training facilitation
Cross Functional Teams Supported
- Marketing
- Customer Support
- Learning & Development
- IT
- Customer Escalations
- Compliance
Timeline
External Complaint Resolution Specialist
Afterpay
04.2022 - Current
Learning Experience Leader
TaskUs
03.2020 - 01.2022
Subject Matter Expert
TaskUs
10.2019 - 03.2020
Customer Support Team Member
Conduit Global
04.2019 - 10.2019
Bachelor's Degree - Psychology, Marketing
The University Of Texas At San Antonio
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