Looking for a job

Samantha Worrell-Johnson

@samanthaworrell-john

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Customer Experience • Operations Support • Dispute Resolution • CRM Documentation

United States

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What I'm looking for

I'm looking for a customer experience or operations role where I can resolve complex issues, improve administrative workflows, protect sensitive data, and collaborate across teams.

Operations and customer experience professional with remote and high-volume support experience across transportation, education, union member services, healthcare benefits, financial services, and nonprofit operations. Strong background resolving account discrepancies, billing concerns, toll violations, membership records, student account issues, healthcare benefit questions, CRM documentation, SLA adherence, data auditing, and cross-functional escalations. Leverages psychology training to de-escalate complex interactions, communicate clearly, and maintain accurate documentation in sensitive environments.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Mavec Group LLC/TTEC

Apr 2026 - Present (5 months)

Manage high-volume inquiries related to E-ZPass account discrepancies, out-of-state billing issues, toll violations, license plate linking,
account maintenance, and multi-state agency procedures. De-escalate difficult calls, explain compliance requirements clearly, document
interactions, and maintain SLA/WFM adherence using Finesse, Verint, Vistio, and Vector.

Finesse Vistio Vector De escalation Conflict Resolution SLA Workforce Adherence

Student Account Support Clerk (Contract)

Fashion Institute of Technology

Jan 2026 - Feb 2026 (1 month)

Processed tuition payments, audited student financial billing statements, posted adjustments and refunds, resolved account discrepancies,
and communicated financial protocols to students and guardians. Collaborated across departments to support privacy requirements, payment
accuracy, and audit-ready records.

Data Auditing Customer Support Privacy Compliance

Operations Coordinator

Success Academy

Oct 2025 - Nov 2025 (1 month)

Coordinated facility operations, procurement, inventory logistics, weekly reporting, vendor needs, and urgent cross-departmental escalations.
Maintained structured operational records, achieved compliance with executive-level reporting expectations, and supported site continuity
through organized triage and follow-up.

Operations Management Vendor Management Inventory Management Data Reporting SLA

Dues Processor / Member Services Rep

United Federation of Teachers

Jun 2024 - Nov 2025 (1 year 5 months)

Processed membership applications, financial dues records, and member inquiries related to healthcare benefits, pension plans, union
policies, website troubleshooting, and account information. Maintained Salesforce documentation, routed tickets, audited CRM records,
updated knowledge base content, and protected confidential member records.

Salesforce Customer Support Case Management Confidentiality