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)
Buffalo, 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
Cheektowaga, NY
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
Buffalo, NY
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
Tonawanda, NY
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
Getzville, NY
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
Williamsville, NY
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
Lancaster, NY
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
Denver, CO
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, NY07.2025
Bachelor's - Speech-Language Pathology
SUNY Buffalo State University
Buffalo, NY05.2023
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