Samantha C. Email & Phone Number

Mesa, Arizona, United States

Utilizing my customer service experience to support pet parents during stressful medical situations with their pets.Supporting both the registration and invoice reconciliation, and euthanasia processes for pet parents. First point of contact for inbound phone conversations and walk in greeting/registration.

Tempe, Arizona, United States

Oversight of two specialty teams within the Loan Servicing call center.Escalations and complaints team addresses verbal, written, BBB, CFPB, and social media complaints.Operations team receives and responds to email, chat and written correspondence requests, processing and maintenance of client loan accounts, responds to credit disputes, and ensures timely contact of clients on inquiries.

Infosys Participant Services

Participant Services

Participant Services

• Developed and implemented coaching model for contractor crew within Arizona Participant Services call center phone teams.• Provided phone team support and coverage for department supervisor absences.• Collaborated with Institutional Client Services team to assist and resolve Participant and Plan concerns utilizing critical thinking.• Administered transition of participant experience segment during In-Plan Conversions of multiple mega-sized client’s 401(k) and Non-Qualified Plans.• Developed and implemented improvements to workflows and procedures for full service record keeping of 401(k) and Non-Qualified Plans.• Onboarded and trained new peers, and coached the development of advanced relationship management skills responsible for resolving client and participant issues, and identifying call center caller trends.• Guided peers to improve department concerns using a holistic business view• Managed and fostered internal relationships cross-site and cross-department.• Upheld professional presence as the face of Participant Services for meetings with external Institutional Clients.

Recordkeeping Services

• Coordinated team huddles and assumed team leadership in the absence of a supervisor and ensured that the team operated as normal • Developed departmental procedures for reject resolution of Participant statements and confirmations for 401(k), 403(b) and Non-Qualified Plans• Sought answers to questions personally without needing guidance, and utilized creative thinking to propose solutions for broader reaching workflow issues • Collaborated with processing teams to assist and provide direction in daily processing on 401(k), 403(b) and Non-Qualified Plans • Identified workflow trends and developed workflow improvement recommendations for management• Motivated teammates to excel in their areas of expertise, and collaborated with team to complete projects in a timely manner• Obtained ASSPA RPF 1 & 2 Certificiations

Annuity And Insurance Services

• Assisted new and prospective clients on their investment accounts and provided education and guidance on their investment decisions. Specialist on Variable Annuities and Fixed Annuities.• Led Arizona and Pennsylvania Problem Resolution project, implemented Service Recovery model for more constructive resolution, and built and trained all Client Service, Marketing and Processing associates.• Developed Integrated Client Services role to process clerical and monetary work, while handling inbound phone calls and inbound emails• Responsible for coaching multiple new hires through their training, licensing and transition• Worked with Variable Annuities, Fixed Annuities, and Annuitized products

Education Savings Group

• Assisted new and prospective clients on their investment accounts and provided education and guidance on their investment decisions. • Specialized in 529 College Savings plans, Education Savings Accounts (ESA), and Uniform Gift/Tranfer to Minor accounts (UGMA/UTMA)

Retail Services

• Developed proficient knowledge of Vanguard funds and ETFs, individual securities, products and services, the overall financial markets, and the related legal, tax, and regulatory issues in order to educate and guide our clients. • Assisted new and prospective clients on their investment accounts and provided education and guidance on their investment decisions.• Executed client requests in a timely and accurate manner while providing clients with appropriate, accurate, timely, and complete information.