Samantha L. Banken Email & Phone Number

Seattle, WA, US

Austin, Texas, United States

Austin, Texas Area

• Responsible for providing a “White Glove” experience to enterprise accounts.
• Monitored compliance reports and dashboards, proactively identified areas of compliance risk, and met with clients regularly to provide guidance on ACA and IRS regulations.
• Audited client data for integrity, cleaned and corrected data, reduced discrepancies in reporting
• Consistently met strict filing and reporting deadlines, and helped my client base reduce or fully eliminate penalties levied by the IRS
• Conducted Re-Implementations for clients changing HRIS platforms or acquiring new companies; Designed pre-processing and adjusted custom mapping for clients who couldn’t meet Tango’s standard file specifications
• Educated clients on latest product enhancements as well as any new developments in ACA law and related IRS guidance.

Austin, Texas Area

• Provided outstanding client experiences by thinking creatively to solve problems and communicating effectively through email.
• Navigated seamlessly between multiple client interactions and internal systems.
• Developed personal scripts and processed in order to service customers in a timely and efficient manner.

Scottsdale, AZ

Directly Manage team of ~18-20 employeesManage schedules, recruiting, hiring & onboardingDevelop and continually update all company policies Oversee client experience & satisfaction, resolve all customer complaints and handle all escalationsManage salon inventory levels and budget, track expenses and sales Ensure salon’s compliance with all State Board.

Scottsdale, AZ

• Consistently provided customers with exceptional customer service and guided them through their insurancerenewal process in an efficient time-frame - earned one of the top 10 highest (aggregated) NPS scores among.
• Top Performer - Overall Metrics scored in 97th percentile of entire role / department for Q4
• Trained and re-vamped colleagues upon their return from extended leaves to get them up to speed on allchanges stemming from Zenefits' busiest portion of year (Quarter 4)
• Licensed Life, Accident & Health producer in all 50 states
• Q1: Completed a Data Analysis project to analyze discrepancies stemming from system error. Coded eachdiscrepancy with a root cause and quantified the defect rate being presented across all of the enrollmentsprocessed.

Scottsdale, Arizona

In my time as Assistant Manager at teres Nail Bar, I managed a team of 4 receptionists directly and a team of 10 Nail Designers indirectly. I monitored inventory levels and ordered supplies as needed, as well as managed the salon's day to day finance needs and reports. Our people were our focus and our number one asset. Thus, I was in charge of cultivating.

Scottsdale, Arizona

Spear-headed the brand new "Client Experience Ambassador" position by creating all policies and scripts for the role. I directly increased client retention and managed the company's relationships with our clients by personally reaching out to each individual who'd had a noteworthy experience - whether it was positive or negative. I resolved customer issues.

Scottsdale, Arizona

Ensured the salon was running smoothly at all times despite a very fast-paced environment. Accommodated last minute changes while making sound judgement calls in times of pressure.

Scottsdale, Arizona

Worked closely with the owner of the company to revitalize their Receptionist role, re-creating all policies and documentation tied to the role. Created an extensive training and reference guide for the role to ensure our team would always have the resources to succeed at their fingertips.

Tempe, Arizona

Bachelor Of Science (B.S.), Entrepreneurship/Entrepreneurial Studies

Activities and Societies: Student Event Planner's Association (SEPA)

Licentiate Degree, Cosmetology/Cosmetologist, General