Summary
Overview
Work History
Education
Skills
Awardsacknowledgements
Timeline
Hi, I’m

Samantha Sanders

Murfreesboro,TN
Samantha Sanders

Summary

Dynamic call center management professional with 17 years of comprehensive experience across various capacities. Expertise in project management, process development and improvement, building effective training and enablement programs, and optimizing workforce management. Proven track record in product operations management and actively contributing to the successful integration of business acquisitions and mergers. Committed to driving operational excellence and enhancing team performance.

Overview

17
years of professional experience

Work History

Zendesk

Senior Product Strategy Specialist
08.2023 - 11.2024

Job overview

  • Developed and maintained comprehensive internal product and product development enablement and onboarding materials to enhance team readiness and performance
  • Played a key role in business acquisitions, facilitating the integration of newly acquired companies into Zendesk through the creation of an 'Acquisition Playbook' and ongoing internal training programs
  • Analyzed incoming customer product feedback, collaborating with product teams to inform and support annual planning initiatives
  • Effectively triaged customer product feedback to ensure timely resolution and alignment with the appropriate teams

Tymeshift

Product Operations & Internal Tools Manager
09.2021 - 08.2023

Job overview

  • Led an engineering team responsible for developing and maintaining all internal tools, ensuring optimal functionality and user experience
  • Managed customer product feedback, collaborating with product managers to conduct analyses that inform quarterly planning processes
  • Created and implemented internal Standard Operating Procedures (SOPs) and training materials to support new product features and enhance team capabilities
  • Acted as a liaison between customer-facing teams and scrum teams, prioritizing bug fixes and new feature requests based on key business factors
  • Conducted competitor analysis to identify market trends and opportunities for product improvement

Uber/Postmates

Workforce Scheduling Analyst2
05.2017 - 09.2021

Job overview

  • Cultivated and managed relationships with workforce management (WFM) software providers to optimize system functionality and support
  • Analyzed forecasts to create comprehensive internal schedules, effectively managing time-off requests to ensure operational efficiency
  • Developed and implemented all internal WFM Standard Operating Procedures (SOPs) and training materials to streamline processes
  • Assisted with payroll management to ensure accurate and timely compensation for all employees
  • Conducted training sessions for new hires on WFM software, promoting proficiency and effective utilization of the system

Prestige Consultants

Lead Account Executive
10.2016 - 03.2017

Job overview

  • Interviewing & training new account executives
  • Business to business sales as an authorized dealer for T-Mobile

National Pen Company

Process Improvement & Quality Assurance Manager
07.2007 - 10.2016

Job overview

  • Conducted thorough research on departmental processes and Standard Operating Procedures (SOPs) to identify inefficiencies, resulting in enhanced operational efficiency within the call center
  • Established and managed a quality assurance process and team to verify orders prior to production, ensuring accuracy and adherence to quality standards
  • Supervised a team of sales representatives focused on re-engaging dormant data and developing targeted campaigns to test sales theories
  • Played a pivotal role in the successful integration of a sister company into the call center by streamlining processes and reallocating responsibilities to facilitate the transition from Atlas to National Pen
  • Provided exceptional customer service and support while achieving promotions to higher-level roles based on performance and contributions

Education

MTSU
Murfreesboro, TN

Emergency Medical Technician (EMT-IV) License
01.2010

University Overview

Completed a 9 month program to become a licensed EMT-IV.

Skills

  • Call center management
  • Project management
  • Process development & improvement
  • Training and enablement programs
  • Workforce management
  • Product operations management
  • Business acquisitions
  • Mergers
  • Operational excellence
  • Team performance

    • Documentation Management

    Expert Problem Solving

Awardsacknowledgements

Awardsacknowledgements
  • Selected by the company Tymeshift to be featured as one of the CX professional stories in the book 'Undefined World' by Elisa Reggiardo & Alexa Huth
  • Selected and featured in Nashville Voyager Magazine to speak on my various career roles as well as fitness accomplishments

Timeline

Senior Product Strategy Specialist
Zendesk
08.2023 - 11.2024
Product Operations & Internal Tools Manager
Tymeshift
09.2021 - 08.2023
Workforce Scheduling Analyst2
Uber/Postmates
05.2017 - 09.2021
Lead Account Executive
Prestige Consultants
10.2016 - 03.2017
Process Improvement & Quality Assurance Manager
National Pen Company
07.2007 - 10.2016
MTSU
Emergency Medical Technician (EMT-IV) License

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Samantha Sanders