Samantha Erica Falcutila

I’m an empathy-driven, highly organized Support Specialist with extensive experience delivering bespoke customer care, administrative excellence, and platform operations across digital media and professional service industries. I handle highly sensitive and confidential information with absolute discretion and sound judgment, combining a warm, hospitality mindset with strong technical proficiency.

Most recently as a Content Protection Specialist at Spotify, I reviewed and processed complex incoming claims and copyright inquiries through Zendesk and internal ticketing tools, executing standard workflows with a high attention to detail. I also troubleshoot system and infringement-related issues, assessing data findings collaboratively with cross-functional teams to resolve root problems.

Earlier, I supported members as a Virtual Assistant for Yohana (TaskUs), providing high-touch bespoke support for a US-family concierge app—drafting correspondence, managing sensitive member needs, and handling intricate calendars and international travel. Before that, as a Claims Specialist at BPI MS Insurance Corporation, I evaluated complex insurance claims by interpreting policy terms, identifying root causes, and maintaining meticulous documentation while ensuring compassionate, patient customer service and conflict resolution.