Overview
Work History
Education
Skills
CO-CURRICULAR ACTIVITIES
Timeline
Generic

Samira Chaunkaria

Los Angeles,CA

Overview

10
10
years of professional experience

Work History

Senior Implementation Analyst

Change Financial
05.2023 - Current
  • Effectively managed change during implementation, supporting over 5 client projects to adapt to new systems with minimal disruption, including overseeing program setup, onboarding, and validation testing.
  • Managed 10+ concurrent projects, ensuring 100% on-time delivery by prioritizing tasks and maintaining high-quality standards.
  • Served as trusted subject matter expert, resolving 95% of escalations within SLA timelines, providing technical guidance, and assisting 15+ colleagues with implementation challenges.
  • Partnered with product and engineering teams to improve implementation processes and product design.
  • Advised developers on problems with databases, performance and other issues.
  • Verified customer information, including identification documents, ensuring strict compliance with KYC and AML requirements.
  • Managed relationships with third-party vendors, including call center, card manufacturer, and remote deposit capture providers.

Business Support Specialist

1Password
02.2022 - 05.2023
  • Provided real-time troubleshooting and technical support via phone and email, resolving 90% of enterprise customer issues on the first contact and handling an average of 100+ tickets weekly.
  • Collaborated with cross-functional teams, including product and engineering, to ensure 95% of customer concerns were resolved within SLA timelines.
  • Monitored and analyzed support tickets to identify trends and suggest improvements for internal processes and customer satisfaction.
  • Assisted in onboarding 20+ new enterprise clients, guiding them through product setup and best practices, resulting in a 100% adoption rate.
  • Delivered feedback from customers to product teams, influencing feature updates and enhancements to better meet client needs.
  • Consistently achieved or exceeded key performance metrics, maintaining a 95% response time compliance rate and a CSAT score of 4.8/5.

Product Support Specialist

Cointracker
01.2021 - 02.2022
  • Answered technical customer inquiries regarding the product and cryptocurrency taxes via email. Assisted an average of 150 customers weekly.
  • Tested client-reported product defects and provided troubleshooting.
  • Responded to and resolved customer issues from reviews, ensuring top ratings on Google Play and the App Store.
  • Managed and prioritized projects simultaneously, to improve the customer experience.
  • Collaborated with the product and engineering teams to understand, prioritize and implement customer feedback.

Agile Scrum Master

Change Financial
03.2019 - 03.2021
  • Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives resulting in product features being launched to production before deadlines.
  • Proactively identified and found ways to resolve issues to prevent obstacles and keep advance tasks and projects on track.
  • Assessed each scrum team member's responsibilities and delegated tasks to balance each employee's workload.
  • Assisted with testing during UAT phase using manual and automated testing practices.

Customer Support Manager

ChimpChange Mobile Banking
01.2018 - 03.2019
  • Served as point of contact for escalations and concerns from third-party partners (partner bank, credit card processor, call center).
  • Performed quality assurance on all support channels. Ensured regulatory requirements were being followed. Coached and trained agents when necessary.
  • Assisted VP of Operations with hiring/training 5 new support agents.
  • Assisted with implementation of third-party call center to help with call overflow.
  • Created internal and customer facing documentation such as FAQs and training materials.
  • Resolved 35+ official customer service complaints from Better Business Bureau, FDIC, and Business Consumer Alliance.
  • Collected NPS survey data to prioritize new app feature development.
  • Collaborated with Engineering Team on resolving bugs and implementing new features.

Customer Support Agent

ChimpChange Mobile Banking
01.2017 - 01.2018
  • Responded to customer requests through multiple channels (phone, email, chat, social media) using Zendesk and Sprout Social. Assisted 350+ customers weekly.
  • Assisted customers with their bank accounts via the mobile app while following regulatory requirements.
  • Resolved a range of technical issues related to the mobile app and cardholder website.
  • Reviewed transaction related red flags and escalated issues to Compliance Team for review.
  • Ticketed bugs for the Engineering Team to work on.
  • Identified opportunities to improve mobile app/website. Ticketed changes with Engineering Team for future development.

Emergency Management Specialist

Department Of Homeland Security, FEMA
09.2016 - 01.2017
  • Assisted 1,500+ survivors by phone with registration intake, using data entry and to ensure applicant's information was correctly entered into database.
  • Used Pre-Placement Interview (PPI) during Registration Intake to help determine scope of emergency needs.
  • Provided customer service on Helpline to applicants that are inquiring about TSA, ONA, HA, and Rental Assistance by verifying applicant's identity and providing any updated information on their case.

Lead Consultant

FedEx Office
08.2014 - 09.2016
  • Responsible for scheduling, digital imaging and running print production on large scale print orders including signs and graphics.
  • Worked with team members to improve performance and implement training updates.
  • Completed store opening and closing procedures, including setting up registers and checking products.

Education

Bachelor of Science - Business Administration, B.S. Financial Analysis

California State University, Northridge
Northridge, CA
05-2025

FINRA - Securities Industry Essentials (SIE) -

In Progress
01-2025

Life Insurance Producer -

California Department of Insurance

Financial Modeling Essentials -

Investment Banking Institute

Bloomberg Market Concepts (BMC) -

Bloomberg

Certified ScrumMaster® (CSM®) -

Scrum Alliance

Skills

  • Agile Frameworks - Scrum, Kanban
  • Waterfall-to-Agile Migration
  • Product Backlog Grooming
  • Meeting Facilitation
  • JIRA & JIRA Portfolio
  • MS Office (Excel, Word, Powerpoint)
  • Software Development Life Cycle
  • CRM - Zendesk
  • Functional Documentation
  • Incident Management
  • Training and Mentoring
  • Program Management
  • Client Relations

CO-CURRICULAR ACTIVITIES

Student Investment Fund, California State University, Northridge

  • Managed a $2M Student Investment Fund, conducting analysis, business valuations, and delivering buy/sell presentations.

Timeline

Senior Implementation Analyst

Change Financial
05.2023 - Current

Business Support Specialist

1Password
02.2022 - 05.2023

Product Support Specialist

Cointracker
01.2021 - 02.2022

Agile Scrum Master

Change Financial
03.2019 - 03.2021

Customer Support Manager

ChimpChange Mobile Banking
01.2018 - 03.2019

Customer Support Agent

ChimpChange Mobile Banking
01.2017 - 01.2018

Emergency Management Specialist

Department Of Homeland Security, FEMA
09.2016 - 01.2017

Lead Consultant

FedEx Office
08.2014 - 09.2016

Bachelor of Science - Business Administration, B.S. Financial Analysis

California State University, Northridge

FINRA - Securities Industry Essentials (SIE) -

In Progress

Life Insurance Producer -

California Department of Insurance

Financial Modeling Essentials -

Investment Banking Institute

Bloomberg Market Concepts (BMC) -

Bloomberg

Certified ScrumMaster® (CSM®) -

Scrum Alliance

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Samira Chaunkaria