Open to opportunities

Samantha Mesko

@samanthamesko

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Results-driven Senior Customer Support Specialist with extensive experience.

United States

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What I'm looking for

I am looking for a role that values customer experience and offers opportunities for growth.

I am a results-driven Senior Customer Support Specialist with over 10 years of international experience in high-touch customer success. My expertise lies in resolving complex issues across community and technical support, as well as account management within the technology and healthcare sectors. I am passionate about enhancing the customer experience and continuously improving processes through cross-functional collaboration.

In my current role as a Senior Escalation Specialist at Trajector Medical, I manage the end-to-end resolution of community escalations across various platforms, ensuring timely and accurate communication. I have successfully reduced escalation rates by implementing effective de-escalation strategies and delivering empathetic support to clients. My commitment to customer advocacy is reflected in my ability to maintain a 100% QA score average and deliver insightful Voice of the Customer reports.

I thrive in fast-paced environments and am adept at using data and automation to enhance efficiency and drive customer satisfaction. I believe in the importance of knowledge sharing and have contributed to the development of internal tools that improve first-response resolution rates. I am eager to continue my journey in customer support, leveraging my skills to create a best-in-class support experience.

Experience

Work history, roles, and key accomplishments

Current

Senior Escalation Specialist

Current

Trajector Medical

Oct 2023 - Present (1 year 9 months)

Managed end-to-end resolution of community escalations across various platforms, ensuring timely and accurate public communication. Triaged and resolved complex support tickets escalated beyond Tier 3, collaborating closely with engineering, product, and logistics teams.

Zendesk Zoho Desk Customer Advocacy Technical Support Billing Support Cross Functional Collaboration

Sr. Client Escalation Specialist

Trajector Medical

Oct 2023 - Present (1 year 9 months)

Provided empathetic and effective support to healthcare and benefits clients, handling sensitive mental health service cases with care and confidentiality. Reduced escalation rates by conducting proper account audits and empathetic issue resolution.

Customer Service Mental Health Support Process Improvement Communication Skills Problem Solving Data Analysis Zoho Desk

Client Recovery Specialist

Trajector Medical

Apr 2019 - Present (6 years 3 months)

Acted as a bridge between support and operations teams to resolve implementation and billing-related concerns. Provided onboarding training to team members within the department and cross-training to non-client facing departments.

Client Recovery Billing Support Training Development First Response Resolution Customer Satisfaction Process Improvement Communication Problem Solving

Sr. Customer Experience Specialist

The Incompass Group

Apr 2019 - Present (6 years 3 months)

Responsible for enhancing customer experience through various support channels. Focused on improving customer satisfaction and streamlining support processes.

Customer Experience Customer Service Client Relations Communication Problem Solving Data Analysis Salesforce Service Cloud Intercom Freshdesk

Education

Degrees, certifications, and relevant coursework

St. Andrew High School

High School Diploma, General Studies

Completed secondary education with a focus on core academic subjects. Developed foundational knowledge and skills for further studies.

University of the West Indies

Certificate, Sciences

Undertook studies in the sciences, gaining foundational knowledge in scientific principles and methodologies. Focused on understanding various scientific disciplines.

Central Insurance School

License, Insurance Customer Service

Completed coursework to obtain the 4-40 Florida Customer Service Representative License. Gained expertise in customer service regulations and practices specific to the insurance industry in Florida.