Samantha Bell

As a direct manager, I lead a team of 6 Care Associates to maintain a CSAT rating of 95% or higher, exceed department standards, and drive adherence to SLAs and KPIs through personalized coaching, feedback, and goal-setting. I oversee day-to-day operations across customer-facing channels, spearhead the Continued Education Program, and support cross-functional projects and initiatives.

Led, developed, and trained a team of 12 high-performing associates, driving adherence to SLAs and performance metrics through coaching and feedback. Managed overall performance metrics and pipeline management, while scheduling and leading regular check-ins and performance reviews to monitor goal alignment. Additionally handled customer escalations, facilitated team huddles, and led trainings.

Facilitated multi-week onboarding for new hires in Closing, including content-based training for new-to-industry Closers in a fully remote capacity. Collaborated with other trainers and Operations teams to refine current training materials and develop new materials. Assessed & supported new hire growth before transitioning them to their teams. Incorporated culture-building experiences & team build

Point-person for customers throughout final stage of the home buying and refinancing process. Work cross-functionally with many parties including clients, title companies, external institutions, and other teams to ensure positive and efficient customer experience. Consistently closed and funded 90+ loans per month, exceeding monthly target of 50 loans/month. Consistently managed a revolving pipeli

Manage daily tasks of Operations team, including receiving processes, freight flow and replenishment, productivity results, and backroom inventory of thousands of products. Answer product and technical questions, offer information on related products and services. Boosted new customer NPS scores by 10%. Responsible for internal store-wide communication including updates to procedures and announcem

The face of the Apple brand: helped create the energy and excitement around Apple products, providing the right solutions and getting products into customers' hands. Recommended brand products to customers, highlighted benefits and redirected objections to secure more than $100,000 per quarter in sales. Assisted with multiple product launches, including store visuals, demo product imaging, and mob