Samantha Reyes
Boerne
Summary
Dedicated and tech-savvy Customer Support Specialist with over 4 years of experience providing high-quality email and chat-based support across fast-paced industries including rideshare, banking, and social media. Adept at resolving complex customer issues efficiently, maintaining high CSAT/NPS scores, and ensuring compliance with company policies. Passionate about delivering seamless support experiences in technical environments. Seeking to leverage strong written communication, multitasking, and CRM expertise in a remote support role.
Overview
6
6
years of professional experience
Work History
Email/Chat Support Representative
HopSkipDrive
09.2023 - 03.2025
- Delivered efficient and empathetic support to parents and CareDrivers via Kustomer, resolving 100+ email/chat communications per shift.
- Maintained 98%+ ticket quality scores and consistently met SLAs in a high-volume support environment.
- Resolved technical issues related to HopSkipDrive platform utilizing available resources and knowledge base effectively.
- Handled billing issues, ride disputes, and general concerns while ensuring empathetic and effective communication.
Bank Sales and Service Representative
USAA
02.2022 - 07.2023
- Assisted members with various banking products and services, ensuring compliance with regulatory requirements and internal policies via chat and phone.
- Assisted members with fraudulent transaction reporting, online mobile banking technical support, checking and savings account maintenance, and case reporting follow up.
- Assisted members with opening new checking, saving, lines of credit, and IRA maintenance.
- Collaborated with cross-functional teams to investigate fraudulent activity claims, and account maintenance.
Senior Subject Matter Expert
TaskUs
10.2018 - 12.2021
- Supported small-to-medium business advertisers through live chat on Facebook's platform, guiding them on policy compliance, ad setup, and billing.
- Mentored and coached 10+ new hires, helping them ramp up within 30 days through side-by-sides and QA reviews.
- Contributed to training module creation, SOP creation/implementation, and de-escalation efforts via phone and email.
- Maintained over 95% CSAT and recognized as “SME of the Month” twice for leadership and knowledge-sharing.
Education
High School Diploma -
Robert E Lee High School
San AntonioSkills
- CRM/Ticketing Tools (Zendesk, Salesforce, etc)
- Written Communication
- SaaS
- Technical & Product Troubleshooting
- Customer Support
- De-Escalation Management
- Crossfuntional Communication
- Remote Work Tools (Slack, G-Suite, etc)
Languages
Spanish
Full Professional
Timeline
Email/Chat Support Representative
HopSkipDrive
09.2023 - 03.2025
Bank Sales and Service Representative
USAA
02.2022 - 07.2023
Senior Subject Matter Expert
TaskUs
10.2018 - 12.2021
High School Diploma -
Robert E Lee High School
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