SAMANTHA NEWSOME
Order & Case Management
Panama City,FL
Summary
Forward-thinking and adaptable professional with experience in executive escalations and case management. Skilled in problem-solving and time management with the ability to quickly develop trusting relationships with stakeholders and clients. Excellent teamwork abilities, with a commitment to exceeding company goals. Dedicated to continuous learning opportunities that align with operational excellence.
Overview
11
11
years of professional experience
Work History
Client Litigation Specialist
Strategic Financial Services
Buffalo, USA
04.2023 - Current
- Processed and educated over 60 incoming litigation cases daily with 99.3% documentation accuracy.
- Created de-escalation talking points utilized by leadership and received the First Call Resolution Award within first two months.
- Manage 50+ non-litigated client portfolios daily, ensuring timely Salesforce case completion via chat, email, and inbound calls.
Airbnb Host / Property Manager
Rice Properties
Panama City Beach, USA
09.2022 - 04.2023
- Host 3 Airbnb properties, following all company protocols for licensing and communication.
- Oversaw the maintenance, appearance, and performance of properties.
- Resolve all client requests and special accommodations within 24 hours.
Order Management Analyst
Sprint / T-Mobile
Bellevue, USA
10.2019 - 12.2022
- Led dual project management, supervising teams to fulfill 650,000 migration orders.
- Created, managed, and automated 200+ orders monthly using multiple systems.
- Served as point-of-contact to support 3 IoT partners with order and case management, and reporting.
Executive Escalation Case Manager
Sprint
Overland Park, USA
02.2016 - 10.2019
- Investigated sensitive claims autonomously, and was trusted to provide resolutions for over 150 high-level escalations each month.
- Conducted research and data analysis alongside Fraud and Legal teams during a 3-month retail investigation.
- Prepared and evaluated CRM reports to identify trends and areas for improvement for retail stores.
Project Manager – Interim - Public Sector, Enterprise
Sprint
Panama City Beach, USA
06.2014 - 02.2016
- Oversaw the deployment of a comprehensive billing system, ensuring adherence to service levels and balancing the budget.
- Organized and executed community events, volunteer initiatives, and performance incentive programs.
- Evaluated individual and team business performance, and identified opportunities for improvements for over 250 employees.
Education
Fraud Detection And Risk Analytics, Risk Mgmt. - Financial Forensics And Fraud Investigation
Udemy
Online01-2024
Atlassian Agile Project Management Professional Certificate - Project Management
Udemy
OnlineAdvanced Business Development & Conflict Resolution - Business
Udemy
OnlineSkills
- Task prioritization
- Problem-solving skills
- Excellent communication
- Analytical and critical thinking
- Reporting and documentation
- Complaint resolution
Accomplishments
- Achieved #1 customer care site for Federal Government and Business Care while in Project Management.
- Collaborated with team of 16 in the development of updated incentives promoting both teamwork and inclusivity taking #7 team to #1.
- Developed new processes documents for Sr. Leadership used in company migration during merger.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceWork from home option401k matchPersonal development programsCompany CultureCareer advancementPaid time offFlexible work hoursQuote
You miss 100% of the shots you never take.
Wayne Gretzky
Timeline
Client Litigation Specialist
Strategic Financial Services
04.2023 - Current
Airbnb Host / Property Manager
Rice Properties
09.2022 - 04.2023
Order Management Analyst
Sprint / T-Mobile
10.2019 - 12.2022
Executive Escalation Case Manager
Sprint
02.2016 - 10.2019
Project Manager – Interim - Public Sector, Enterprise
Sprint
06.2014 - 02.2016
Fraud Detection And Risk Analytics, Risk Mgmt. - Financial Forensics And Fraud Investigation
Udemy
Atlassian Agile Project Management Professional Certificate - Project Management
Udemy
Advanced Business Development & Conflict Resolution - Business
Udemy
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