S

Samantha O'Neil

About

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Oregon, United States

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work
Job

Résumé

Jobs verified_user 0% verified
  • Muck Rack
    Senior Manager II, Customer Support
    Muck Rack
    Jul 2022 - May 2025 (2 years 11 months)
    • Managed a globally distributed support team, including contractors and outsourced agents; aligned teams across time zones and performance metrics to ensure consistent customer experience. • Oversaw BPO partnership and collaborated with vendor leadership to scale operations, align KPIs, and drive shared success metrics across internal and external teams. • Owned key KPIs including CSAT, NPS, QA scores, median response time, median time to close, and conversations handled. Built dashboards and insights using SQL and internal analytics tools. • Built proactive workflows to identify at-risk customers and resolve issues pre-escalation—reducing churn and improving retention. • Implemented AI co-pilot tools and automated triage to streamlin
  • C
    Customer Support Specialist
    Jul 2021 - May 2022 (11 months)
    • Delivered thoughtful support via Intercom (chat and email), often involving workflow configuration, integrations, and API questions. • Regularly flagged bugs, filed feature requests, and contributed to smoother handoffs between Support and Engineering. • Created and maintained Help Center content and internal docs to drive self-service and reduce friction. • Beta-tested new features and coordinated QA feedback for launch-readiness. • Trusted to mentor new hires and pilot process changes that improved team communication and customer outcomes. • Queried internal data using SQL to support reporting, troubleshooting, and customer escalations.
  • O
    Technical Support Manager
    OPEN DENTAL SOFTWARE
    Mar 2018 - Jul 2021 (3 years 5 months)
    • Led support for cloud-based software used in dental and clinical environments, ensuring HIPAA-compliant service across thousands of practices. • Built scalable onboarding and training programs for new dental customers, reducing ramp-up time and increasing software adoption. • Collaborated cross-functionally with Product, QA, and Advanced Services to drive feature improvements based on customer needs and ticket trends. • Owned the customer feature request pipeline, ensuring feedback from the field informed the product roadmap. • Designed async learning resources and internal documentation to improve efficiency and reduce case volume. • Partnered with customers during critical migrations and implementations, balancing technical expert
  • A
    Volunteer
    ALS Association,
    Mar 2015 - Current (11 years 2 months)
    • Coordinated and managed registration and logistics for multiple fundraising events, ensuring smooth operations and a positive experience for participants. • Provided auction assistance and helped with event setup and execution, contributing to significant fundraising success. • Worked directly with patients and their families, offering compassionate support and creating an empathetic, welcoming environment at events. • Assisted with behind-the-scenes tasks, including event planning, customer service, and organizing volunteers to ensure seamless event flow.