Samantha Shano

Maintained and documented hearing case files and determined pre-hearing action based on policy requirements. Represented the department at administrative hearings and coordinated interpreter services for Limited English Proficient clients.

Streamlined eligibility determination guidelines to improve processing efficiency and conducted detailed eligibility screenings to ensure accurate benefit allotments. Coordinated across departments to address eligibility barriers and maintained up-to-date client records to support timely benefits provision.

Reviewed cases for accuracy and completeness, completed case reads, and provided troubleshooting support while training team members. Established work priorities and analyzed daily, weekly, and monthly reports to guide workload management for an assistance payment unit.

Resolved customer issues via phone, email, and chat while streamlining support processes to increase satisfaction by 20%. Conducted ongoing team training, analyzed customer feedback to identify improvements, and collaborated with product development to enhance features.

Coordinated hiring and onboarding for front-of-house staff and developed tailored training programs that improved employee performance by 20%. Built and ran a server mentorship program that improved employee satisfaction and reduced turnover by 15%, while tracking training completion and retention metrics.

Provided front-of-house leadership by training, scheduling, and supervising staff to maintain efficient service and guest satisfaction. Managed daily operations, handled customer complaints, and ensured dining room readiness, cleanliness, and regulatory compliance.

Drove customer satisfaction and supported profitability through efficient front-of-house operations and team development. Conducted performance evaluations, implemented marketing strategies to boost customer traffic, and ensured health and safety compliance across the staff.

Trained, scheduled, supervised, and motivated front-of-house staff while ensuring a positive guest dining experience. Managed daily operations, including cash drawer balancing and sales reporting, and coordinated with kitchen staff to support health and safety compliance.

Bachelor of Arts in Psychology from the University of Michigan–Flint (2019).

Associate of Science from St. Clair County Community College (2013).