Saniyah Barnes
LoadUp Technologies
ATLANTA,GA
1
Certification
5
years of professional experience
Results-oriented Customer Experience professional specializing in B2B partner relations and Trust & Safety operations. Skilled at resolving complex issues, fostering cross-functional collaboration, and analyzing data to enhance operational efficiency. Committed to delivering insights that strengthen brand reputation and support sustainable business growth.
Work History
Customer Safety & Security Advisor
5 Months- Spearheaded development and presentation of weekly executive reports utilizing Zoho to transform customer safety trends, claims data, and operational metrics into actionable insights.
- Developed and executed comprehensive trust and safety standard operating procedures for managing customer incidents, including theft, property damage, injuries, and contractor-related events.
- Engaged with finance director, compliance managers, and insurance teams to evaluate financial impacts of customer claims and disputes, ensuring customer advocacy while mitigating financial risks.
- Provided strategic insights and operational feedback to executive leadership during trust and safety platform development, optimizing internal processes and improving customer satisfaction in v1 stage.
- Protect and strengthen the company's online brand reputation by managing customer engagement through Sprout Social, resolving escalated concerns, and improving customer satisfaction, contributing to measurable improvements in external review ratings.
- Reduced average customer claim resolution time from approximately 30 days to two weeks by identifying workflow inefficiencies, implementing standardized processes, and driving operational improvements across the claims lifecycle.
Partner Relations Specialist I
5 Months- Served as the primary point of contact for a portfolio of 75+ B2B partners, cultivating trusted relationships and ensuring seamless execution of customer orders while delivering exceptional partner and customer experiences.
- Established detailed SOPs for managing past-due orders and order hold processes, achieving a 5% improvement in SLA performance and streamlining operations.
- Evaluated partner performance metrics, completion trends, and operational data to identify service gaps and recommend process improvements.
- Resolved high-priority partner escalations by collaborating with cross-functional teams to remove operational roadblocks, strengthen partner relationships, and ensure successful customer outcomes.
- Engaged with enterprise partners to deliver consultative support, addressing operational challenges and fostering partner satisfaction through consistent order update communication.
- Facilitated strategic partner alignment discussions focused on performance expectations, operational improvements, and service quality, contributing to stronger collaboration between partners and internal teams.
Customer Service Representative II
1 Year 1 Month- Resolved 500+ customer inquiries each month across phone, email, and chat by assessing customer needs, making informed decisions, and delivering timely, customer-first solutions in a fast-paced environment.
- Coordinated efforts with fulfillment and dispatch to effectively resolve service interruptions and scheduling conflicts, minimizing customer impact.
- Facilitated customer advocacy while aligning with business policies by assessing individual circumstances and applying sound judgment to achieve fair, efficient, and consistent resolutions.
- Managed recovery of dissatisfied customers to uphold brand integrity, ensuring resolution of service concerns and promoting a customer-focused approach at every service stage.
- Strengthened customer loyalty by implementing empathetic communication strategies and proactive follow-up to address and resolve issues effectively.
- Monitored and optimized customer interaction processes to consistently meet SLA and CSAT performance standards without sacrificing service quality.
Brand Strategist Intern
2 Months- Developed engaging social media content and coordinated content calendar to ensure consistent brand presence across digital platforms.
- Designed and distributed email newsletters through Flodesk, supporting customer engagement and brand communication initiatives.
- Supported the execution of a marketing campaign by developing branded content aligned with the company's voice and business objectives.
- Conducted market and competitor research to identify content ideas and support brand awareness initiatives.
Assistant Office Manager
2 Years 2 Months- Managed appointment scheduling and client communications to enhance administrative workflows and ensure a seamless customer experience.
- Delivered tailored service to address client scheduling issues, fostering a welcoming, customer-centric environment that promoted repeat business.
- Supported hiring, onboarding, and administrative management for a team of approximately six employees, maintaining employee records and ensuring smooth day-to-day operations.
- Provided administrative support by assisting with office operations, maintaining records, and supporting day-to-day business functions.
Marketing Assistant Intern
3 Months- Generated qualified leads through face-to-face prospecting, identifying potential homeowners for targeted marketing promotions that contributed to business growth.
- Delivered persuasive presentations to prospective customers, consistently meeting daily appointment-setting goals and contributing to the sales pipeline.
- Collaborated with Sales Managers to support customer acquisition efforts, contributing to an average of two closed sales per month during the internship.
Education
Bachelor of Science - Marketing
Master of Science - Data Science
Master of Science - Marketing
Associate of Science - Business Administration
Skills
Customer experience
Customer Success
B2B Relationship Management
Operational Reporting
Process Improvement
Trust and safety management
Customer Insights
Cross-Functional Collaboration
CRM Management
Social Media Management
Customer Interaction
Certification
- Google Analytics Certification
Issued: April 23, 2026
Credential ID: 180592737 - Talkwalker Basics Certification | Hootsuite Academy
Issued: March 24, 2026
Credential ID: 464934135
Timeline
Customer Safety & Security Advisor
LoadUp Technologies
03.2026 - CurrentRead More
Partner Relations Specialist I
LoadUp Technologies
10.2025 - 03.2026Read More
Customer Service Representative II
LoadUp Technologies
09.2024 - 10.2025Read More
Brand Strategist Intern
Your Inner Fat Girl
07.2024 - 09.2024Read More
Assistant Office Manager
Marimad Luxury Spa
05.2022 - 07.2024Read More
Marketing Assistant Intern
Synergy Windows
03.2021 - 06.2021Read More
Georgia State University
Master of Science from Data Science
Read More
Georgia State University
Bachelor of Science from Marketing
Read More
Georgia State University
Master of Science from Marketing
Read More
Georgia State University
Associate of Science from Business Administration
Read More