Samantha Harrison

Player-first advocate with 10+ years of experience managing high-volume, emotionally charged stakeholder interactions, resolving escalated issues, coordinating across internal teams, and protecting trust during sensitive or high-impact situations. Proven ability to own complex issues end-to-end, translate user feedback into actionable insights, and uphold consistent escalation processes in fast-paced, public-facing environments.

Professional Experience

Player Experience Advocate / Escalation Lead (Education Sector)

August 2016 – Present

• Owned high-severity and emotionally escalated issues from intake through resolution
• Acted as a central coordination point across internal teams
• Led response efforts during high-visibility incidents
• Ensured consistent escalation workflows and identified improvement opportunities
• Translated recurring concerns into actionable operational insights
• Delivered proactive, empathetic communication during sensitive situations

Customer Experience & Escalation Support

March 2007 – August 2016

• Resolved advanced customer complaints requiring judgment and empathy
• De-escalated emotionally charged situations
• Communicated policies clearly and consistently
• Relayed customer feedback to leadership
• Supported fast-paced, high-volume operations

Education

Bachelor of Science – Health, Leisure & Exercise Science / Physical Education

Bachelor of Arts – International Studies, December 2014