Samantha Milner
Salt Lake City
Summary
I am a payment operations professional with a track record of rapidly developing deep subject matter expertise in complex, high-volume environments. I have a proven ability to analyze and solve a problem from end-to-end, identifying systemic inefficiencies through data analysis, and translating those findings into process improvements adopted at scale. I’m an experienced people leader and cross-functional collaborator with a consistent record of operating beyond scope — launching new programs, building institutional knowledge, and driving measurable outcomes in Payment Operations, Risk Analysis, and Customer Operations.
Overview
8
8
years of professional experience
Work History
Senior Payment Operations Analyst
BILL
09.2025 - Current
- Analyzed operational data to identify knowledge gaps, developed training materials and trained 60+ staff members.
- Functioned as a subject matter expert on payments across multiple departments, authoring 15+ SOP documents for the team's internal knowledge base.
- Partnered with Risk & Finance teams to redesign an Invoice Financing workflow, cutting processing time from several days to just minutes.
Payment Operations Analyst
BILL
03.2024 - 09.2025
- Investigated 150+ payment-related support escalations per week, tracing root causes across processor logs, ledger entries, and banking partner data to resolve issues.
- Designated informal team expert on ACH & Instant payment failures after independently mapping end-to-end transaction flow across systems.
Customer Support Supervisor
BILL
03.2023 - 03.2024
- Led a team of 10 senior support agents, analyzing data and coaching for improvement on metrics such as Customer Satisfaction, Resolution Rate, Time to Resolution.
- Led hiring and onboarding cycle, training 10+ customer support agents.
- Audited chat bot flow for efficiency, driving down drop-off rate and time-to-answer and increasing Customer Satisfaction scores.
Senior Product Support Agent
BILL
07.2021 - 03.2023
- Contributed to the launch of a strategic partnership with Chase Bank, developing sales enablement and onboarding materials used to pitch the program to Chase's top clients.
- Selected as a founding member of the premium support team, helping establish white-glove service standards for BILL's top-tier customer segment.
Marketing Manager
Green Hollow Catering
08.2020 - 05.2021
- Established a social media presence on Facebook & Instagram, analyzing data from social metrics to develop strategies for paid advertising.
- Conducted market & audience research to inform the development of a new website with updated logo & branding.
Marketing Coordinator
Rags
03.2018 - 08.2020
- Launched an affiliate program through ShareASale, increasing affiliate sales by 4x in the first month.
- Analyzed social media metrics from Facebook, Instagram & Pinterest to develop marketing strategies.
Education
Bachelor of Arts - Communications
Utah Valley University
12-2020
Skills
- Data analysis
- Workflow optimization
- Process Improvement
- Project Management
- Microsoft Office
- People Leadership
- Stakeholder Communication
- Cross-functional Collaboration
- Reporting & Metrics Tracking
Timeline
Senior Payment Operations Analyst
BILL
09.2025 - Current
Payment Operations Analyst
BILL
03.2024 - 09.2025
Customer Support Supervisor
BILL
03.2023 - 03.2024
Senior Product Support Agent
BILL
07.2021 - 03.2023
Marketing Manager
Green Hollow Catering
08.2020 - 05.2021
Marketing Coordinator
Rags
03.2018 - 08.2020
Bachelor of Arts - Communications
Utah Valley University