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)

Wicomico County Public Schools | Loudoun County Public Schools | Honolulu Public Schools | Escambia County Schools
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

PetSmart – Salisbury, MD & Kapolei, HI | Torrid | Party City | FoodWorld
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

Master of Science – Sport Coaching, December 2021
Bachelor of Science – Health, Leisure & Exercise Science / Physical Education
Bachelor of Arts – International Studies, December 2014