Samantha Cantrell
LIBERTY
Summary
Detail-oriented operations and compliance professional with more than eight years of experience at Amazon managing complex financial accounts, researching account discrepancies, interpreting policies, and maintaining highly accurate documentation. Experienced handling confidential information, resolving billing issues, auditing account activity, and collaborating across departments to ensure compliance and timely resolution of complex cases. Recognized for analytical problem-solving, accuracy, and exceptional customer service in fast-paced, deadline-driven environments.
Overview
13
13
years of professional experience
Work History
Amazon Business – Premium Services & Sales Represe
Amazon.com Services
07.2025 - Current
- Manage complex enterprise customer accounts representing more than $10 million in annual spend.
- Investigate billing discrepancies, payment issues, tax exemptions, and account documentation to determine appropriate resolutions.
- Review financial records and supporting documentation while ensuring compliance with company policies and contractual agreements.
- Maintain detailed case documentation to support audit readiness and operational accuracy.
- Resolve complex account issues by collaborating with finance, tax, legal, and operations teams.
- Successfully resolved a $22,000 disputed invoice through detailed investigation and documentation review.
- Prioritize multiple high-volume cases while consistently meeting productivity and service level expectations.
HBS Customer Account Protection (CAP) Representati
Amazon.com Services
07.2021 - 07.2025
- Investigated account activity to identify and resolve customer account concerns.
- Reviewed documentation and account history to ensure compliance with internal policies.
- Maintained accurate records of investigations and customer interactions.
- Worked independently while managing a high-volume workload with exceptional attention to detail.
- Escalated complex cases appropriately while ensuring timely resolution.
Last Mile Incident Response Team (SME)
Amazon.com Services
10.2023 - 02.2024
- Researched transportation and delivery incidents using multiple internal systems.
- Analyzed documentation to determine appropriate resolution paths.
- Assisted leadership with process improvements and employee guidance.
- Ensured accurate documentation and compliance with established procedures.
SDS EXR Specialist
Amazon.com Services
09.2022 - 12.2022
- Managed escalated customer cases requiring detailed research and policy interpretation.
- Investigated complex issues while maintaining confidentiality and documentation standards.
- Coordinated with multiple departments to ensure timely resolution.
Customer & Driver Support Representative (GEM/SME)
Amazon.com Services
09.2017 - 09.2022
- Provided customer support while maintaining detailed records of all interactions.
- Researched account concerns and documented findings accurately.
- Mentored new employees on documentation standards and quality expectations.
- Consistently met productivity, quality, and accuracy goals.
Front of House Manager
Grannie’s Country Cookin’
06.2013 - 08.2014
- Supervised daily operations and employee scheduling.
- Managed cash handling and daily financial reconciliation.
- Maintained accurate operational documentation.
- Resolved customer concerns professionally while ensuring high service standards.
Easley Pediatrics (Pediatric Associates of Easley)
Easley Pediatrics
02.2014 - 06.2016
- Verified insurance eligibility and patient information.
- Processed patient documentation while maintaining HIPAA compliance.
- Collected co-payments and maintained accurate financial records.
- Scheduled appointments and coordinated provider calendars.
- Managed confidential medical records with exceptional attention to detail.
- Communicated with insurance companies regarding patient coverage and billing questions.
Education
High School Diploma -
Bradwell Institute
Hinesville, GA05.2012
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft Teams
- Salesforce
- CRM Systems
- Amazon Internal Case Management Systems
- Data Entry
- Financial Documentation
- Reporting Dashboards
Timeline
Amazon Business – Premium Services & Sales Represe
Amazon.com Services
07.2025 - Current
Last Mile Incident Response Team (SME)
Amazon.com Services
10.2023 - 02.2024
SDS EXR Specialist
Amazon.com Services
09.2022 - 12.2022
HBS Customer Account Protection (CAP) Representati
Amazon.com Services
07.2021 - 07.2025
Customer & Driver Support Representative (GEM/SME)
Amazon.com Services
09.2017 - 09.2022
Easley Pediatrics (Pediatric Associates of Easley)
Easley Pediatrics
02.2014 - 06.2016
Front of House Manager
Grannie’s Country Cookin’
06.2013 - 08.2014
High School Diploma -
Bradwell Institute