Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Samantha Miller

Buffalo,NY

Summary

Organized and passionate candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

11
11
years of professional experience

Work History

Incident Management Support Specialist

People Inc. (NY)
07.2023 - Current
  • Processed 30+ investigations a month using external and internal databases.
  • Maintained professional communication with People Inc. program staff, Quality Improvement, OPWDD, and the Justice Center for the Protection of People with Special Needs.
  • Conducted data entry using Excel and Incident Report and Management Application (IRMA).
  • Managed Quality Improvement electronic records including 100+ open and closed investigations files via Microsoft SharePoint.
  • Organized and documented agendas and minutes for Incident Review, Mortality & Morbidity, and Risk Assessment committees.
  • Ensured compliance with regulatory standards and internal policies.

Classroom Aide

Buffalo Hearing & Speech Center
08.2022 - 01.2023
  • Assisted in managing children in a K-2 special education classroom environment.
  • Organized and implemented developmentally appropriate lessons and activities.
  • Supported educational goals and individual student needs.
  • Collaborated with teachers and therapists to develop individualized education plans (IEPs).
  • Provided one-on-one support to students with special needs.
  • Assisted in maintaining a safe and inclusive classroom environment.

Supervisor

Undergrounds CoffeeHouse
05.2019 - 08.2021
  • Supervised a team of 5 baristas, ensuring high standards of service and quality.
  • Created beverages and food items to meet business standards.
  • Handled customer transactions and resolved escalations as needed.
  • Maintained the point of sales system and performed end-of-shift deposits.
  • Placed orders for supplies essential to shop operations.
  • Trained new employees on company policies and procedures.
  • Implemented promotional events to increase customer engagement and sales.

Client Service Representative

Brighton Eggert Animal Clinic
01.2019 - 03.2019
  • Responded to client inquiries via phone and email.
  • Scheduled appointments and managed client check-ins.
  • Handled payments for services rendered at checkout using POS systems.
  • Performed administrative tasks such as scanning, faxing, and filing documents.
  • Assisted a team of 13 veterinarians and technicians with patient records and follow-up care.
  • Ensured a welcoming and efficient environment for clients and their pets..

Customer Service Representative

GEICO
12.2016 - 08.2017
  • Assisted customers in a fast-paced call center environment with billing, coverage, and policy inquiries in the Auto service department. Answering 90+ calls a day.
  • Provided accurate and timely information to customers regarding their policies.
  • Resolved customer issues and escalations to ensure satisfaction.
  • Utilized multiple computer systems to access and update customer records.
  • Met performance metrics and quality assurance standards consistently.
  • Participated in ongoing training to stay current with company policies and procedures.

Manager

Naughty Nits
07.2014 - 12.2016
  • Managed a team of 8 technicians, scheduled appointments, and performed head lice treatments.
  • Maintained excellent client relations and handled all concerns and escalations.
  • Conducted product sales and performed various administrative tasks, including scanning, faxing, and filing documents.
  • Designed training material and oversaw the training of all new hires.
  • Ensured compliance with health and safety regulations.
  • Developed marketing strategies to promote services and increase clientele.

Personal Care Aide

St Elizabeth's Home
12.2013 - 06.2014
  • Assisted 105 residents with activities of daily life, including hygiene care, meals, and social activities.
  • Worked alongside nurses, families, and administration to ensure all concerns and needs were met.
  • Monitored residents' health and reported any changes to the nursing staff.
  • Provided companionship and emotional support to residents.
  • Helped maintain a clean and safe living environment for residents.

Corps Member

AmeriCorps NCCC-FEMACorps
02.2013 - 11.2013
  • Participated in a 10-month service commitment with AmeriCorps NCCC-FEMACorps, working closely with the Federal Emergency Management Agency.
  • Collected data from various communities and entered it into the Repetitive Loss Property National Tool Kit.
  • Assisted with planning and risk analysis for post-Sandy recovery in Long Island, NY.
  • Worked in the FEMA Region 6 office, digitalizing, archiving, and filing disaster mission assignment files.
  • Deployed as a Disaster Survivor Assistance team member to three natural disasters.
  • Assisted survivors in the registration process and worked alongside state and nonprofit organizations to ensure all needs were met.
  • Created training guides on navigating iPad applications used in the field and trained AmeriCorps and FEMA reservists in using tablets to provide assistance to survivors and track in-field progress.

Education

Master's - Social and Public Policy

SUNY Empire State University
Saratoga Springs, NY
07.2025

Bachelor's - Speech-Language Pathology

SUNY Buffalo State University
Buffalo, NY
05.2023

Skills

  • Remote Support
  • Training and coaching
  • Incident Management
  • Escalation Handling
  • Data Collection/Data Entry
  • Customer Service
  • Collaborative Team Player
  • Interpersonal Skills
  • Problem-solving abilities
  • Patience and Empathy

Awards

  • Congressional Service Award, 11/01/13
  • Presidential Volunteer Service Award, 11/01/13

Timeline

Incident Management Support Specialist

People Inc. (NY)
07.2023 - Current

Classroom Aide

Buffalo Hearing & Speech Center
08.2022 - 01.2023

Supervisor

Undergrounds CoffeeHouse
05.2019 - 08.2021

Client Service Representative

Brighton Eggert Animal Clinic
01.2019 - 03.2019

Customer Service Representative

GEICO
12.2016 - 08.2017

Manager

Naughty Nits
07.2014 - 12.2016

Personal Care Aide

St Elizabeth's Home
12.2013 - 06.2014

Corps Member

AmeriCorps NCCC-FEMACorps
02.2013 - 11.2013

Master's - Social and Public Policy

SUNY Empire State University

Bachelor's - Speech-Language Pathology

SUNY Buffalo State University

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Samantha Miller