Samantha A.

Samantha A. is an accomplished Customer Service and Technical Support Professional with over 6 years of experience in the high-volume BPO and shared services industries. She has held key roles at Reed Elsevier Shared Services, Afni, and Teleperformance, where she specialized in billing support, account management, and technical troubleshooting for diverse customer bases through voice, email, and chat channels. Samantha consistently used customer management and case documentation systems to efficiently track inquiries, resolve issues within defined SLAs, and support escalation handling. Her work focused on achieving KPIs and maintaining high quality and performance standards across all interactions, contributing to customer retention and satisfaction in every role held.