Summary
Work History
Education
Skills
Extracurricular Activities
Personal Information
Timeline
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SAMONE KING

Montgomery

Summary

People-focused Customer Experience Leader with over 10 years of experience in high-stakes, multichannel operations. Proven track record of managing and training high-performing teams to meet safety, compliance, and service excellence goals. Expert at identifying operational pain points and developing streamlined processes that enhance the user experience while scaling organizational output.

Work History

Senior Account Manager

Discover Financial Services
  • Voice of the Customer: Manage high-level financial accounts, identifying trends and providing actionable insights to leadership to improve the partner's experience.
  • Performance Excellence: Recognized as a consistent Top Performer for excellence in client account management and operational support.
  • Strategic Collaboration: Partner with internal stakeholders to ensure data security and privacy policies are maintained while optimizing the user journey.
  • Workflow Automation: Documented and implemented new workflows that increased operational efficiency by 15.

Distribution Operations Lead Coordinator

Fresenius Kabi
  • Team Onboarding & Oversight: Oversaw daily operations in a high-volume center, serving as the primary point of contact for vendor relationships and facility projects.
  • Continuous Improvement: Developed customized operational reports that identified logistics trends and cost-saving opportunities to streamline workflows.
  • Audit & Standards: Conducted internal reviews and audits to ensure programs met business requirements and industry standards.

Outbound Team Lead

Cardinal Health
  • Management & Training: Led and developed a large team in a highly regulated pharmaceutical environment, prioritizing training on operational policies and risk mitigation.
  • Escalation Management: Served as the primary point of contact for high-volume account escalations, maintaining service continuity through clear, compassionate communication.
  • Cross-Functional Coordination: Collaborated with Inventory and corporate teams to ensure inventory demands and facility workflows complied with security requirements.
  • Managed RTV (Return to Vendor) and DC-to-DC transfers, ensuring accurate inventory-based demands were met through cross-functional collaboration with Inventory teams.
  • Served as the primary point of contact for high-volume account escalations, maintaining service continuity through proactive communication.
  • Ensured all facility workflows complied with privacy and physical security requirements.

Education

Bachelor's - Bachelor of Science in Psychology

Colorado Technical University

Associate's - Associate of Science in Criminal Justice

Colorado Technical University

Skills

  • Team Leadership & Development
  • Multichannel Support Excellence
  • Process Optimization
  • Cross-Functional Collaboration
  • Data-Driven Strategy
  • CRM Software
  • SAP
  • Microsoft Office Suite
  • Lean Six Sigma Green Belt
  • Root Cause Analysis
  • SOP Development
  • Microsoft Teams
  • Outlook

Extracurricular Activities

Member, Esthetics Association of Illinois Former Member, Discover Financial Services Employee Wellness Committee and Employee Safety Team

Personal Information

Title: Customer Experience Leader

Timeline

Senior Account Manager

Discover Financial Services

Distribution Operations Lead Coordinator

Fresenius Kabi

Outbound Team Lead

Cardinal Health

Bachelor's - Bachelor of Science in Psychology

Colorado Technical University

Associate's - Associate of Science in Criminal Justice

Colorado Technical University

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SAMONE KING