Samantha Newsom

-Lead an Operations and Service to Sales team supporting a managed product offering; Able to align individual production to team goals and department results through Coaching and daily support. -Coached associates to enhance their subject matter expertise with market and product knowledge, increase efficiency and effectiveness in all client interactions, challenge team with daily goal setting, and support associates in individual development planning. -Focus on client retention and issue resolution to enhance the client experience and build client advocates through all interactions. -Led and collaborated on several intra- and inter-department projects with the purpose of improving the client experience by improving current processes and/or adding additional service offerings while maintaining efficiency and meeting service level agreements.

-Established and developed Cost Basis/Tax phone team in Ft. Worth office. -Managed staffing and queue service levels for inbound phones, e-mails, chats, Cost Basis and Tax Services processing of client requests. -Partnered with business partners across the firm to resolve complex/escalated client issues related to Cost Basis/Tax. -Developed processing procedures to align with IRS regulations and meet client demand while mitigating risk to the firm. -Implemented LEAN principles, led daily team Huddles and weekly Problem Solving sessions focusing on voice of the client. -Coached team on de-escalation tactics, empowering associates to improve the client experience by highlighting successes, identifying opportunities, and delivering critical feedback. -Mentored associates on the team by affording them growth and leadership opportunities.

-Supported high asset and active trader clients; provided technical support for active trader tools and services. -Provided white-glove service by meeting various client needs, taking ownership of client issues, working with back office partners, and closing the loop with the client. -Generated business leads from existing and prospective clients. -Mentored new associates to provide an outstanding client experience; provided development feedback to Management.