Samantha Sanders
Portland,OR
Summary
Business Analyst and operations professional with 8+ years of experience translating data into actionable insights, improving business processes, and aligning cross-functional teams around strategic goals. Experienced in executive reporting, performance analysis, and building structured narratives that support planning, decision-making, and operational execution.
Overview
13
13
years of professional experience
Work History
Customer Experience Operations & Analytics Specialist
Reperio Health, Inc.
Portland, OR
09.2025 - Current
- Analyze Zendesk data and operational reporting to identify trends, surface risks, and support business decision-making
- Lead content strategy and governance across Agent and Customer Help Centers, standardizing knowledge base structure and improving content usability
- Manage cross-functional projects in Asana (CX Optimization Hub), delivering process and content initiatives end-to-end
- Revived a stalled project with 75% incomplete deliverables and drove it to implementation within eight weeks through structured planning and stakeholder alignmentIdentify process gaps and implemented solutions, enhancing operational efficiency and customer outcomes
- Develop SOPs and content standards, enabling scalable and consistent operations
- Built Zendesk automations to identify stalled tickets and implemented shipping delay alerts, preventing lost inventory and reducing write-offs
- Partner with QA and Business Operations to implement content updates and create reports on high-cost support scenarios
Customer Experience Agent
Reperio Health, Inc.
08.2023 - 09.2025
- Delivered high-volume customer support via chat and email, resolving issues related to at-home health screenings
- Analyzed Zendesk ticket data with Excel (pivot tables, charts) to identify trends supporting operational decisions
- Led initiatives improving kit inventory tracking and retrieval processes, enhancing visibility and streamlining workflows
- Evaluated outcomes of retrieval efforts and shared insights to inform process improvements
Operations Shift Supervisor
Peak Supply Chain Solutions
12.2023 - 03.2025
- Oversaw daily operations and workflow in fast-paced distribution center, ensuring timely order fulfillment.
- Supervised shift operations and coordinated workflows to enhance on-time processing.
- Managed inventory processes to maintain accurate stock levels and support operational readiness.
- Trained staff on safety protocols and operational procedures for efficiency.
Independent Consultant
SJS Designs
01.2016 - 01.2023
- Developed and implemented UI/UX and branding solutions, overseeing project lifecycle from concept to execution
- Led client workshops to identify design needs and project objectives.
- Developed strategic design proposals for various residential and commercial projects.
- Collaborated with cross-functional teams to align on project timelines and deliverables.
Business Analyst
Sonic Drive-In
05.2015 - 12.2015
- Built executive-ready presentations and business review materials by translating operational data into clear narratives, risks, and recommendations.
- Coordinated stakeholder and technical team collaboration for mobile app launch, ensuring alignment on project goals
- Tracked issues and analyzed data to communicate actionable solutions, facilitating successful project delivery
- Analyzed customer feedback to enhance product offerings and service quality.
Business Analyst
Phillips 66
06.2013 - 05.2015
- Led requirements gathering and documentation for B2B and B2C mobile applications with business stakeholders.
- Designed UI elements and enhanced user experience flows to match product functionality with business objectives.
- Acted as liaison between business and technical teams to ensure clear communication of priorities and deliverables.
- Maintained .NET-based internal app store, ensuring system functionality and reliability.
Education
BBA - Management Information Systems
The University of Texas at Austin
Skills
- Project management and task coordination
- Process improvement and optimization
- Standard operating procedure development
- Data analysis and visualization
- Cross-functional collaboration
- Analytical thinking and problem-solving
- Solution-oriented mindset
- Stakeholder management
- Requirements gathering and documentation
- Root cause analysis
Timeline
Customer Experience Operations & Analytics Specialist
Reperio Health, Inc.
09.2025 - Current
Operations Shift Supervisor
Peak Supply Chain Solutions
12.2023 - 03.2025
Customer Experience Agent
Reperio Health, Inc.
08.2023 - 09.2025
Independent Consultant
SJS Designs
01.2016 - 01.2023
Business Analyst
Sonic Drive-In
05.2015 - 12.2015
Business Analyst
Phillips 66
06.2013 - 05.2015
BBA - Management Information Systems
The University of Texas at Austin