Faith Samson Email and Phone Number

Key Achievements and Responsibilities:Led the implementation and integration of the myBLDR.com portal, ensuring a smooth transition for clients/employees within my territory while driving adoption and usage.Improved adoption and usage metrics by focusing on key employees within BFS to improve portal adoption. My efforts resulted in a significant increase in usage, surpassing my territory usage goals for Q3.Focused on relationship building and training by developing strong, trust-based relationships with clients by providing both on-site and virtual training sessions and troubleshooting support, ensuring the portal was effectively utilized to meet client needs.Optimized engagement and support by managing a balanced approach between on-site visits and remote administrative tasks, increasing employee engagement while providing timely and consistent support.

I transitioned from Customer Success Operations to a supportive role in contract management post-acquisition by Equifax. In this capacity, I've been instrumental in adapting and executing key processes and procedures to find alignment with the overall Equifax org.Key Achievements and Responsibilities:Spearheaded the enhancement of renewal processes, significantly contributing to accurate forecasting and securing recurring revenue streams. My efforts ensured a seamless and efficient renewal cycle, aligning closely with business objectives and customer satisfaction.Utilized client health reporting and metrics to pinpoint and target upgrade/upsell opportunities. This strategic approach not only improved client satisfaction but also played a crucial role in revenue generation.Ensured the timeliness and accuracy of contract renewals and proposals. My focus on details and deadlines has been pivotal in maintaining client trust and contractual integrity.Worked closely with internal teams, including sales, legal, and IT, to streamline contracting processes during the acquisition transition. This collaboration has been key in handling account changes, terminations, data migration projects, and overall operational efficiency. Identified at-risk accounts to proactively reach out and mitigate churn. Actively worked with terminating clients to gather valuable feedback. These insights were critical in developing strategies that effectively reduced churn and improved client retention and satisfaction.Played a key role in the implementation of Salesforce CPQ with the transition to Equifax. This involved adapting to new systems and processes, ensuring a smooth integration, and working with various teams to ensure pricing alignment.This role has allowed me to blend my expertise in operations with a more focused approach to contract management, driving significant contributions to the company's operational efficiency and revenue growth.

As a member of the LawLogix division of Hyland, I was dedicated to supporting the Customer Success Team. My focus was on creating efficient processes and utilizing data-driven insights to drive client satisfaction. I was instrumental in a diverse range of responsibilities, from clarifying contractual questions, managing terminations, extracting vital client health insights, drafting proposals, reviewing contracts, fostering project alignment, and guiding teams through organizational transitions. Key Achievements and Responsibilities:Spearheaded the standardization of off-boarding for clients. This initiative streamlined the client exit experience, ensuring professionalism and efficiency, while also providing valuable insights for continuous service improvement.Targeted and significantly improved Salesforce cleanliness, enhancing the accuracy and utility of metrics and reporting. This initiative not only optimized data management but also contributed to better decision-making processes based on reliable data insights.Delivered monthly client health metrics. My approach was pivotal in reducing churn and identifying potential upgrade opportunities, directly contributing to sustained client relationships and revenue growth.Established and meticulously maintained an extensive resource library for the Customer Success team. This library has become a vital tool for the team, offering accessible information and best practices, thus enhancing overall team efficiency and knowledge.Developed cross-platform expertise, particularly in Immigration Case Management and I-9 Compliance. This specialized knowledge enabled me to provide comprehensive support and guidance, further cementing the team's capability to handle diverse and complex client needs.In this role, I was able to leverage my skills in process improvement, data analysis, and platform expertise to significantly contribute to operational excellence and client success within the organization.

Starting as the first Sales Development Representative (SDR) at DaySmart Appointments, I had the unique opportunity to shape the team from the ground up. My journey began with setting the foundation for the SDR team then shifted to focusing on making our processes align with the company's sales goals.Key Achievements and Responsibilities:Initiated and cultivated the sales development team, overseeing the creation of efficient workflows and standard operating procedures. Balancing dual roles, I also actively performed SDR duties, setting a high performance and engagement standard for the team.Built lead qualification criteria, playbooks, and workflows. This foundational work was instrumental in streamlining the sales process, ensuring a consistent and effective approach to lead management and qualification.In close collaboration with our Salesforce Administrator, I contributed to the continuous refinement of contact, lead, and opportunity fields. This effort significantly improved the functionality and efficiency of the sales organization.Successfully spearheaded the integration of chat features, enhancing customer engagement and interaction. This initiative not only increased conversion rates but also played a key role in reducing the influx of unqualified leads.Fostered a strong collaborative relationship between the SDR, Sales, and Marketing teams. This synergy has been crucial in improving lead quality, shortening the sales cycle, and driving overall sales effectiveness.In this role, I successfully blended empathetic leadership with hands-on execution, contributing to the growth and evolution of the sales development process. My commitment to improvement and cross-functional collaboration was a driving force in improving the sales organization.

Recognized for my outstanding performance as an enrollment guide, I was selected to assist with building the sales team. As part of the CareCredit sales team, I immersed myself in the brand, ensuring new clients were well-versed in rules and regulations and were excited to offer medical financing to their patients. Key Achievements and Responsibilities:Evaluated and educated potential clients, guiding them through the sales cycle with a client-centric approach.Nurtured cold leads to reignite excitement about our offerings, emphasizing CareCredit's essential role in every medical office.Demonstrated in-depth knowledge of medical financing, explaining complex concepts in layman's terms for informed decision-making.

Committed to the success of new clients during the onboarding process, I demonstrated an adept understanding of the CareCredit brand, ensuring that clients are not only brought up to date with the rules and regulations but are also proficiently trained in the nuances of medical financing.Beyond the technicalities, I pride myself on the ability to articulate the complexities of medical financing in layman's terms, fostering a clear and accessible understanding for clients to then speak with their patients about CareCredit.Key Achievements and Responsibilities:Successfully facilitated the onboarding process for new clients by delivering comprehensive training on medical financing, resulting in a 100% achievement of training completion within allotted timelines.Provided clients with expert guidance, equipping them with in-depth knowledge of CareCredit's features, functionalities, and best practices.Enabled clients to quickly recognize and capitalize on the benefits and value that CareCredit offers enabling seamless integration of CareCredit into their office operations.

In my role as Assistant Vitamin Manager at Sprouts Farmers Market, where I was integral in leading and enhancing the operations of the Vitamin/Health and Beauty Aids (HBA) department. This role involved a blend of customer service excellence, team management, and operational expertise in a fast-paced retail environment.Key Achievements and Responsibilities:Pioneered improvements in the department and merchandising, significantly increasing productivity and profitability. My efforts ensured a streamlined operational flow, aligning with the store's overall performance goals and customer expectations. Demonstrated unwavering commitment to customer service by utilizing in-depth knowledge of vitamins, supplements, and health and beauty products. This dedication not only elevated customer experiences but also crucially assisted them in making informed, health-conscious decisions.Streamlined inventory control and product quality supervision, ensuring accuracy in stock management, reducing markdowns due to expirations, and improving adherence to department standards. All while efficiently stocking the department and keeping aisles faced and orderly.Leveraged extensive product knowledge and customer insights to identify and target customer needs, contributing to the store's competitive edge and consistent growth in customer engagement.

At Fate I had the opportunity to blend my passion for outstanding customer service with a deep appreciation for craft beer and good food. Working in a dynamic, fast-paced brewery environment, I focused on delivering a memorable dining experience for every guest.Key Responsibilities and Achievements:Delivered exceptional table service, efficiently managing orders for food and a diverse range of craft beers, ensuring a seamless and enjoyable dining experience for guests.Leveraged my extensive knowledge of craft beer and the brewing process to enhance guest experiences, providing expert recommendations and pairings that aligned perfectly with our menu. Excelled in a high-energy environment, consistently maintaining an upbeat and cheerful attitude, which was recognized in guest feedback and reviews.Developed great rapport with kitchen and bar staff to ensure timely order fulfillment and adherence to quality standards, contributing to the overall efficiency and success of the restaurant.This role enabled me to develop and hone my skills in customer service, communication, and teamwork while nurturing my enthusiasm for the vibrant world of craft beer.

At Historic Brewing, the place where my passion for beer began, I embraced the role of Bartender with a deep knowledge of craft beer and brewing. My time here was marked by creating a unique, local atmosphere and efficiently managing the bar operations.Key Responsibilities and Achievements:Utilized my beer expertise to educate and engage with customers, offering insights into our brewery's selections and the brewing process.Fostered a welcoming environment by remembering and using customer names, enhancing the hometown feel of the brewery.Played a key role in customer loyalty and business growth by personalizing guest experiences and consistently delivering quality service.This role at Historic Brewing was instrumental in honing my skills in customer engagement, bar management, and deepening my understanding of the craft beer industry.

In my initial role as a cashier, I assisted in the successful opening of a new store location in Flagstaff, AZ. I quickly was promoted to the Health and Beauty Care Manager position after excelling as a cashier and going above and beyond for the store. As the Body Care manager I oversaw the operational success and profitability of the Body Care department, focusing on customer service, inventory management, team leadership and knowledge building. My time on the front lines as a cashier, provided me with invaluable insights into customer needs and store operations, eventually guiding my approach as a manager.Key Achievements and Responsibilities:Quickly advanced from cashier to Body Care Manager, demonstrating strong leadership and customer service capabilities.Managed inventory, including ordering and stock control, to ensure department efficiency while improving profit margins by minimizing shrinkage.Trained and supervised team members, ensuring product knowledge, productivity and customer satisfaction.Managed store opening and closing procedures, effectively balancing registers, overseeing cash management, and ensuring operational smoothness as Manager on Duty.This position enabled me to build on my foundational experience as a cashier, growing into a management role where I could make a meaningful impact on our store's operations and customer happiness.