Samantha Moretti
Manassas,VA
Summary
Responsible for maintaining the health and integrity of data in partner platforms. Current Business Analyst providing Tier II support for data-related issues, managing missing files, routine data updates, and working with partners to resolve problems or complete change requests. Skilled at solution-focused problem solving and cultivating partnerships to enhance the value and utilization of products.
Overview
4
4
years of professional experience
Work History
Business Analyst, Production Support
EAB
01.2023 - Current
- Learn and master the data requirements and technical functionality of EAB's SSMS products
- Effectively triage and manage a queue of partner production issues post implementation
- Perform routine data loads and data maintenance of partner platforms
- Communicate directly with partners in a professional and timely manner to provide a high level of customer satisfaction
- Foster strong relationships with internal teams - engineering, data extraction services, consulting, and development
Specialist, Technology Partner Support
EAB
10.2021 - 01.2023
- Supported partners with customer service and technical support to enhance the value and utilization of EAB's education technologies
- Performed root cause analysis to troubleshoot technical and non-technical issues, including identifying and implementing corrective and preventive measures
- Worked with Tier 2 and Tier 3 Engineers, Business Analysts, and Product teams to identify root cause and provide resolution on individual support tickets
- Recommended initiatives geared toward product enhancement and process improvement
Senior Associate, Research Partner Success
EAB
06.2021 - 10.2021
- Pursued autonomous, self-initiated projects while managing needs of Strategic Leaders and partners on various deadlines
- Strategically analyzed Salesforce reports and joined partner facing calls to provide further service
- Mentored new Partner Success Associates, sharing best practices and recommendations for process improvements
- Provided insight to the Associate Engagement Council, driving forward Community Impact initiatives
Associate, Research Partner Success
EAB
08.2020 - 06.2021
- Collaborated with Strategic Leaders to create and execute service strategies to a partner pool of over 100 higher education institutions
- Managed inbound and outbound requests, and scheduled and prepared team members for interactions with top education leaders
- Drove forward activities and outcomes from account planning, program utilization and growth campaigns, serving as a liaison across the organization
Education
Bachelor of Science - Interdisciplinary Liberal Studies
James Madison University
Harrisonburg, VA05.2017
Skills
- Professional, highly organized, self-motivated
- Excellent root cause analysis, troubleshooting, and problem solving skills
- Experience managing cases throughout the entire support lifecycle: from initial partner inquiry, identifying data discrepancies, troubleshooting and triage, and case resolution
- Skilled at managing multiple projects and competing priorities simultaneously
- Ability to communicate clearly and effectively with a variety of audiences
- Genuinely enjoys listening to and assisting people
- Enjoys collaborating with others for process, product, and service improvement
- Experience operating in Jira, Zendesk, Asana, and Salesforce environments
Timeline
Business Analyst, Production Support
EAB
01.2023 - Current
Specialist, Technology Partner Support
EAB
10.2021 - 01.2023
Senior Associate, Research Partner Success
EAB
06.2021 - 10.2021
Associate, Research Partner Success
EAB
08.2020 - 06.2021
Bachelor of Science - Interdisciplinary Liberal Studies
James Madison University
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