Samantha Clarke Email & Phone Number

Richmond, Virginia, United States

Fredericksburg, Virginia, United States

Washington D.C.

Collaborated with external vendor and business stakeholders to design features that improved chat bot functionality and omnichannel experience in Customer Service, Sales and Claims applications. Implemented Spanish language bot, new SMS functionality, Field Service tool with scheduling optimization and multiple new intents. Performed duties of Scrum Master.

Washington D.C.

Acted as servant leader to Portfolio and Production Support Data Intelligence teams. Managed and prioritized department backlog as we worked to provide various workstreams with the data needed to improve their KPIs and modernize our data storage system. Collaborated with upper management and other Scrum Masters within the department to streamline load.

Washington D.C.

Prioritized team backlog and sought out opportunities for new projects for the team. Drafted user stories and defined functional and technical requirements. Led initiative to modernize a range of outdated pages that were no longer Design Kit compliant, updating and simplifying various flows including reducing one experience from a 12-page user experience.

Washington D.C.

Conducted daily triage and monitoring of production issues for Self Service Claims application. Reviewed customer feedback on website performance. Identified and quantified the frequency and severity of a range of performance issues and areas of opportunity for product enhancement. Collaborated with cross-functional development team to design product.

Fredericksburg, VA

Managed a team of associates and led them to achieve top quartile results. Resolved customer conflicts and helped solve a range of problems for both our customers and associates. Identified areas of potential improvement in our regional processes and worked with upper management to implement change and train our teams.

Fredericksburg, VA

Negotiated third party injury settlements with attorneys and unrepresented claimants. Interpreted and applied policy contract. Maintained awareness of state regulations and ensured compliance. Became a Diversity Facilitator, helping to run day long classes for the region on the impacts of our unconscious biases and the value in our differences.

Fredericksburg, VA

Handled personal lines auto claims requiring liability and coverage investigations and/or involving first party injuries. Interpreted and applied policy contract. Maintained awareness of state regulations and ensured compliance.Assisted with production release verification testing. Served as trainer and mentor to new hires and potential new hire candidates.

Fredericksburg, VA

Assisted customers with first notice of loss reporting and general claims inquiries and achieved top quartile overall results and exceptional Customer Service Survey scores.