Savanah Morales
Caldwell,ID
Summary
Proficient in quality assurance and client enablement, leveraging analytical thinking and expert problem-solving skills to identify trends and enhance processes. Committed to delivering high-quality client experiences and driving operational improvements.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Quality Assurance / Client Enablement Specialist
Verified First
11.2021 - Current
- Conduct quality assurance reviews of Client Success cases, emails, and calls to ensure professional, empathetic, and policy-aligned communication while maintaining a high standard of client experience.
- Validate the accuracy and clarity of information shared with clients, ensuring consistent education on products, internal processes, and effective use of the client portal.
- Asses escalation handling and revive communications to confirm timely responses, proper issue ownership, and appropriate empathy during high-impact client situations.
- Provide actionable feedback and insights to Client Success leadership by identifying trends, knowledge gaps, and opportunities for process and training improvements.
- Conduct thorough quality assurance reviews of client background screening portals to ensure accurate configuration of account settings, user roles, permissions, and screening workflows prior to client access.
- Verify that background check products (e.g., employment screenings, packages, and addons) are correctly enabled in alignment with client contracts, hiring needs, and regulatory requirements.
- Identify and document configuration issues, product product misalignments, or workflow gaps, collaborating with implementation and build teams to resolve issues before client-go-live.
- Act as a final quality checkpoint to reduce post-launch errors, compliance risks, and client escalations related to background screening setup and portal usability.
- Supported I-9 Tracker cases by troubleshooting system issues, configuring settings, and guiding clients on proper use of the tracker to maintain employment eligibility compliance.
- Served as a liaison between internal teams, clients, and third-party vendors by submitting, tracking, and resolving vendor tickets related to I-9 Tracker functionality and technical issues.
- Created and reviewed SOP's to standardize support processes and improve consistency across Client Success teams.
Account Manager
Verified First
03.2020 - 11.2021
- Managed client accounts, ensuring timely communication and satisfaction with services provided.
- Developed tailored solutions to meet unique client needs, enhancing overall account performance.
- Coordinated cross-departmental collaboration to streamline project delivery and improve service efficiency.
- Analyzed customer feedback to identify trends and implement improvements in service offerings.
- Cultivated strong client relationships, resulting in increased retention and repeat business opportunities.
- Conducted regular account reviews to assess performance metrics and strategize future growth plans.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Enterprise Care Specialist
Verified First
10.2017 - 03.2020
- Served as the primary point of contact for enterprise clients, owning the client relationship from onboarding through ongoing account support.
- Led end-to-end onboarding for enterprise clients, including portal setup review, configuration validation, and readiness for background screening operations.
- Delivered client training on the background screening platform, educating clients on ordering workflows, compliance considerations, and best practices for efficient system use.
- Provided ongoing, high-touch account support by managing cases, resolving issues, and coordinating internal resources to maintain service quality and client satisfaction.
- Partnered cross-functionally with implementation, product, and compliance teams to address complex needs and escalations.
Client Introduction Representative
Verified First
05.2017 - 10.2017
- Led onboarding for lower-tier and small-to-mid-level clients, guiding them through initial setup and readiness to use the background screening platform.
- Delivered client training on system navigation, ordering workflows, and core background screening products, to ensure confident, independent platform usage.
- Educated clients on available background screening products, helping them understand which options best aligned with their hiring needs.
- Ensured clients were properly prepared for transition by confirming understanding of processes, products, and platform functionality prior to handoff.
- Coordinated smooth handoffs to Client Services teams, transferring knowledge and setting expectations to support ongoing client success.
Background Screening Advisor
Verified First
04.2016 - 04.2017
- Began role as an Appointment Setter, conducting outbound cold calls to prospective clients to introduce background screening services and schedule product demonstrations for senior sales representatives.
- Qualified leads by identifying hiring needs, company size, and potential fot for background screening solutions.
- Promoted to Senior Closer, owning the full sales conversation from discovery through live product demonstrations and close.
- Conducted consultative demonstrations of background screening services, educating prospects on products, compliance considerations, and platform functionality.
- Built rapport with decision-makers and addressed objections to drive adoption of background screening solutions.
- Collaborated with sales and onboarding teams to ensure smooth client transitions post-sale.
Health Care Advisor
Maximus
05.2013 - 05.2014
- Advised patients on healthcare options and resources to optimize treatment plans.
- Facilitated communication between medical teams and patients, ensuring clarity of information.
- Evaluated patient needs and developed tailored healthcare strategies for diverse populations.
- Led training sessions for new staff on compliance with healthcare regulations and best practices.
Education
No Degree - Psychology
University of Idaho
Moscow, Idaho, IDHigh School Diploma -
Orofino High School
Orofino, ID05-2009
Skills
- Product training and platform education
- Case, email, and quality assurance
- Escalation management and de-escalation
- Process documentation and continuous improvement
- Backend system configuration and troubleshooting
- Workflow and product setup verification
- Background screening operations
- Knowledgeable with SF
- Knowledgeable with Tazworks
- Knowledgeable with Accio
- I9 Tracker support and configuration
Certification
- Certified Background Screening Consultant Certification
- NAPBS Basic Certification
Timeline
Quality Assurance / Client Enablement Specialist
Verified First
11.2021 - Current
Account Manager
Verified First
03.2020 - 11.2021
Enterprise Care Specialist
Verified First
10.2017 - 03.2020
Client Introduction Representative
Verified First
05.2017 - 10.2017
Background Screening Advisor
Verified First
04.2016 - 04.2017
Health Care Advisor
Maximus
05.2013 - 05.2014
No Degree - Psychology
University of Idaho
High School Diploma -
Orofino High School