Sam S. Email & Phone Number

Lafayette, Ca, Us

San Francisco Bay Area

San Francisco, California, United States

-Executed all phases of the post-sales client lifecycle, including ownership of a revenue quota, negotiation of renewals and upsells, and strategic account management.-Acted as a trusted advisor and consultant to ensure my customers are leveraging the full value of Checkr-Develop and execute impactful QBRs to drive business value and ROI-Established strong relationships with decision-makers and key influencers within each account in my book of business-Identified, clearly communicated and managed risk throughout the year through proactive touch points and took the lead in developing resolution strategies-Designed and executed on a value roadmap for my customers-Consultative and built in-depth relationships and a complete understanding of their business goals and objectives-Collaborated with internal stakeholders (Engineering, Product, Sales, Support) to complete customer goals, was the voice of the customer to provide visibility and/or escalations, and maintain strong reference-ability across my book of customers

San Francisco, California, United States

-Partner with Customer Success Managers on Joint Business Plans to collaborate on key product related goals, objectives, and results for top accounts.-Work closely with the Customer Support team to identify product support trends and product utilization for top accounts.-Develop and oversee project status monitoring and reporting - in addition to helping to lead customer interactions, planning meetings and owning action items.-Document, monitor, and report on progress for customer requests of all kinds, internal product requests, compliance inquiries, etc.-Coordinate internal resources and timelines to ensure projects and tasks are completed on time with high quality.-Manage projects and guide those who contribute to their projects; build partnerships (and connections/networks with individuals) on cross functional projects and further develop projects that are assigned

San Francisco, California

-Managed, trained and scaled the Candidate Experience team at a hyper growth startup. Directly managed a team of 7.-Fostered team success and cultural development by improving interview processes, onboarding steps, leading team meetings, and individually coaching team members throughout their tenure.-Evangelized and drove key metrics alignment including: decreased customer contact rate, decreased candidate contact rate, increased Enterprise Customer Satisfaction. -Achieved increased department productivity by implementing and monitoring Email/hour, calls/hour, avg. wait time, & MFRT.-Reduced candidate contact rate from 5% to 2.80% by creating more segmented, high-quality content for the Checkr Help Center.-Leveraged data to effectively track trends and provide internal stakeholders with ideas for improvement, such as restructuring the IVR.-Contributed to critical company initiatives to increase traction with Enterprise Customers by creating tailored Enterprise engagement programs. Pilot program customers included: Amazon, Uber and Lyft.-Represented the voice of the Customer Experience department in Enterprise QBRs with Checkr’s largest clients and worked closely with the Customer Success leads to take and complete action items related to my department.-Collaborated with the Product Team to successfully launch new International vendors with aligned processes, reporting and comms.-Managed the organization, creation and implementation of 440+ pre-written, legally-approved macros for the Checkr support team.

San Francisco, California

-Managed the support floor for 20+ hours/week. Tasks included answering questions from teammates, resolving escalations, monitoring agent performance and providing feedback for improved delivery.-Acted as a "player-coach" and drove alignment between the Candidate Experience Leadership and the broader support team by consistently achieving my personal OKRs while also surfacing data and streamlining feedback upwards.-Assisted Candidate Experience Leadership on special projects which included strategies to reduce client contact and improve individual agent performance.-Delivered creative ideas and solutions to the leadership team on how to improve both the customer and candidate experience streamlining the escalation process.-Documented candidate interactions to improve operating procedures.-Managed monthly new hire onboarding training during Checkr's fastest growing hiring streak, successfully onboarding over 30 new agents.

San Francisco, California

- Completing 8+ candidate phone calls per hour and 30+ emails per hour. Constant top performer on the team, completing as many as 12 calls per hour and 50 emails per hour. - Assisting with on-boarding of new reps, shadowing and providing feedback to help them learn and improve.

- Responded to and satisfied all customer inquiries via email.- Reviewed files for consumer rating assignment.- Contacted customers regarding shipping questions and shipping exceptions.- Assisted customer support team as needed.

San Francisco Bay Area

- Responsible for importing data in an accurate and efficient manner- Verified accuracy of all client information prior to keying - Corroborated all existing data accuracy after performing data entry procedures- Updated all client records and information in the database- Compiled statistical data for senior management analysis purposes- Organizing files and collecting data to be entered into the computer.- Analyzing the data for errors.- Reporting problems with the data.- Accurately entering information into various computer programs.- Keeping sensitive customer or company information confidential.

San Francisco Bay Area

- Identify and effectively source new commercial opportunities in the highly competitive Bay Area Retail Sector-Grow and manage an extensive list of prospects and develop strategic account plans segmented by industry and territory - Cultivate, develop and nurture client relationships focused on employer brand and growth for market maturation strategy - Manage client issues and inquiries within the required time frame - Create and present extensive client proposals and marketing plans for sales & lease agreements/listings- Leverage market knowledge, trends and insights to create immediate sales interest and long-term programs- Create and implement a unique and personal cadence to influence clients and shorten sales cycles- Educate and inform all prospective and contracted clients on rules, regulations and processes of the industry- Prioritize top customer support to drive organic advocacy for the NAI global brand- Proficient in Salesforce, CoStar and Microsoft Office- ATS, PPC and Media Optimization familiarity - Execute 75+ cold calls per day, including a personalized written follow up

Bury St. Edmunds, Suffolk, United Kingdom

- Directly managed 7 sales associates: established quotas and KPI’s to meet the goals of the brand.- Created a system to identify and restock high selling items generating higher sales and more engaged environment for staff and clientele.- Cross trained on all areas of store management including visual merchandising, transfers, inventory, and cash register to improve internal operations and customer service.- Coached and motivated individuals to maximize performance and foster a healthy, competitive team.- Effectively trained staff on company's selling culture and mission.- Excelled in sales and customer service role. Interacted with customers on a daily basis often receiving positive feedback for provided services.- Actively involved in the hiring and interview process for new hires.

Sudbury, Suffolk, United Kingdom

● Responsible for importing data in an accurate and efficient manner● Verified accuracy of all client information prior to keying● Corroborated all existing data accuracy after performing data entry procedures● Updated all client records and information in the database● Reported weekly to senior management on progress● Compiled statistical data for senior management analysis purposes● Ensured top customer satisfaction and complaint management

Media Cultures And Communications

English Language And Literature/Letters

Secondary education two year course after completion of high school.

General Studies

Secondary education two year course after completion of high school

Communication And Media Studies

Secondary education two year course after completion of high school.