SAMANTHA MASSEY

• Support and guide individuals through complex licensing processes by explaining rules, expectations, and requirements clearly and compassionately.
• Coach and support staff through workload prioritization, performance expectations, and problem-solving related to customer and program needs.
• Review and evaluate applications and documentation for accuracy, completeness, and compliance while maintaining a supportive, service-oriented approach.
• Collaborate with leadership, educators, and regulatory partners to ensure consistent outcomes and continuous improvement.
• Respond to public inquiries and disclosure requests while representing the agency with professionalism and approachability.
• Identify opportunities to improve workflows and communication strategies to better support applicants and internal teams.
• Business & Professional Licensing

• Led financial education and community-focused initiatives designed to improve financial confidence, engagement, and long-term success.
• Designed and facilitated training materials, workshops, and coaching sessions for staff to enhance service delivery and financial literacy conversations.
• Set goals, monitored progress, and provided ongoing coaching and encouragement to support individual growth and accountability.
• Partnered cross-functionally to deliver programs aligned with organizational mission and community impact goals.
• Fostered an inclusive, motivating environment that encouraged participation, innovation, and shared ownership of outcomes.

Evaluated quality and performance data to identify learning opportunities and inform targeted coaching and training initiatives.

• Collaborated with leaders and trainers to improve processes, consistency, and outcomes across teams.
• Supported organizational learning through clear communication, documentation, and feedback.

• Supervised, coached, and mentored employees, supporting career development, confidence-building, and leadership readiness.
• Planned and delivered group training sessions focused on service skills, communication, and financial conversations.
• Built strong relationships with community members, partners, and internal stakeholders to support branch and organizational goals.
• Encouraged accountability, professionalism, and engagement while creating a positive, inclusive team culture.

• Coached employees through goal setting, performance improvement, and professional development conversations.
• Mentored new leaders and team members, helping them build confidence, workplace readiness, and communication skills.
• Resolved escalated situations through empathy, problem-solving, and relationship-building.
• Supported community outreach initiatives and represented the organization in a positive, professional manner.

• Supported staff development through coaching, feedback, and reinforcement of service and teamwork expectations.
• Reviewed documentation and processes for accuracy while explaining requirements clearly to members and employees.
• Helped cultivate a collaborative environment focused on learning, accountability, and growth.