Samantha Worrell-Johnson

Results-driven Operations & Global Customer Experience Professional with 3+ years of remote and high-volume client support experience. Specialized in complex dispute resolution, CRM data governance, cross-functional collaboration, and strict SLA/WFM adherence. Leverages a background in Applied Psychology to de-escalate high-stakes interactions, streamline administrative workflows, and maintain 100% compliance

Customer Service Representative at Mavec Group LLC/TTEC (E-ZPass Support) (2026-05 – Present)

• Manage a high volume of inbound inquiries across distributed digital channels, resolving complex E-ZPass account discrepancies, out-of-state network billing issues, and toll violations.
• De-escalate tense, high-friction customer interactions utilizing psychological de-escalation frameworks and clear communication of multi-state agency compliance protocols.
• Maintain strict workforce management (WFM) schedule adherence and high SLA queue metrics using enterprise software: Finesse, Verint, Vistio, and Vector.
• Educate clients on proper account maintenance, license plate linking, and cross-border tolling compatibility to proactively prevent billing disputes and reduce repeat contact volume.

Student Account Support Clerk (Contract) at Fashion Institute of Technology (2026-02 – 2026-03)

• Processed tuition payments and audited complex student financial billing statements, ensuring strict adherence to institutional accounting policies and privacy guidelines.
• Communicated multi-departmental financial protocols clearly to students and guardians, resolving high-stakes account discrepancies and payment friction points.
• Reconciled student accounts by accurately posting financial adjustments and refunds, collaborating asynchronously across campus departments to ensure audit readiness.

Operations Coordinator at Success Academy (2025-11 – 2025-12)

• Orchestrated facility operations, vendor procurement, and inventory logistics for a high-traffic site to maintain operational continuity and executive alignment.
• Established a structured Weekly Data Protocol for internal reporting, generating auditable operational records and achieving 100% compliance with executive-level standards.
• Served as Operational Triage Lead, resolving urgent cross-departmental escalations within strict 2-hour SLAs while upholding professional stakeholder relationships.

LG2 Dues Processor at United Federation of Teachers (2025-04 – 2025-11)

• Processed, audited, and filed high-volume membership applications and financial dues records, upholding strict organizational compliance and data accuracy standards.
• Managed CRM database integrity for thousands of active and retired member records dating back to 2000, conducting routine data audits to eliminate record discrepancies.
• Provided specialized guidance to members regarding union benefits, dues structures, and technical website troubleshooting to optimize user experience.

Member Services Representative (Contract) at United Federation of Teachers (2024-07 – 2025-04)

• Managed a high volume of member inquiries regarding healthcare benefits, pension plans, and union policies, delivering accurate, policy-compliant resolutions.
• Leveraged Salesforce CRM to track interactions, document complex case notes, and route cross-departmental tickets to optimize issue resolution times.
• Maintained strict confidentiality of sensitive union records while continuously updating internal knowledge base documentation regarding policy shifts.

Psychology Intern at AHRC NYC (2024-03 – 2024-06)

• Coordinated social resources, housing options, and childcare voucher applications for individuals with developmental disabilities.
• Collaborated within interdisciplinary teams of clinicians, caseworkers, and administrators to build comprehensive, person-centered support plans.
• Documented client progress, case notes, and resource allocations in compliance with state regulations and HIPAA privacy guidelines.

Customer Service Representative (Contract) at Computershare (2023-04 – 2023-05)

• Handled 50+ inbound and outbound calls per shift in a fast-paced remote financial call center, resolving client inquiries with speed and precision.
• Achieved exceptional response times by consistently answering inbound calls within 2 seconds to meet strict queue SLA benchmarks.
• Utilized financial databases and internal knowledge bases to troubleshoot account access issues and document client interactions accurately.

Member Experience Advocate (Contract) at Nations Benefits (2023-01 – 2023-04)

• Processed and updated Protected Health Information (PHI) in CRM platforms following strict HIPAA compliance and data security protocols.
• Managed 50+ daily inbound calls and handled escalations regarding healthcare insurance benefits, OTC products, and order shipping delays.
• Authored a comprehensive onboarding training guide for incoming customer experience representatives, accelerating team product mastery across 60%+ of inventory.

Operations Associate (Temporary) at Ronald McDonald House (2022-09 – 2023-01)

• Facilitated seamless check-in/check-out procedures and administrative guest services for families staying at the facility.
• Managed facility inventory, staff supply procurement, and daily mail distribution logistics to maintain an organized administrative center.
• Planned and coordinated holiday events and guest engagement programs, collaborating with external donors and volunteers to optimize the facility environment.

Bachelor of Arts in Psychological Development – CUNY School of Professional Studies (2027)

Associate of Arts in Psychology – Borough of Manhattan Community College (2024)