Samaria Lofton

Proven leader in designing and executing customer engagement strategies that enhance operational excellence and drive measurable results. Adept at fostering collaboration, mentoring high-performance teams, and aligning initiatives with organizational goals to deliver exceptional customer and stakeholder experiences. Strategic innovator in leveraging data insights to improve processes, optimize resources, and achieve mission-critical objectives.

• Elevated Customer Experience: Implemented customer service strategies that improved satisfaction scores by 30%+ in technology and public safety sectors.
• Scalable Operations Leadership: Built and optimized tiered support structures for startups, enabling seamless management of customer inquiries and escalations.
• SaaS Customer Engagement: Led cross-functional teams to reduce response times by 25% and significantly improve customer retention.
• Voice of the Customer Advocate: Developed feedback programs driving a 40% decrease in complaints and improved service delivery outcomes.
• Team Empowerment: Cultivated high-performing teams through clear objectives, coaching, and fostering accountability, resulting in consistent KPI achievement.
• Process Efficiency: Streamlined workflows via technology and automation, enhancing accuracy and elevating the customer experience.