Head of Customer Success
Samantha Furlough has spent the better part of her professional career keenly focused on customer service and client support. Today, she serves as Head of Customer Success for Advent Resources, ensuring her teams provide the absolute best and timely support in the industry to Advent’s dealer clients throughout the U.S.
In 2013, Samantha joined American Customer Care as a Customer Service Agent in the company’s Call Center BPO and was quickly promoted to Program Trainer, a role in which she excelled at coaching and mentoring both new and existing staff members. This led to her promotion to the role of Senior Team Leader, where she oversaw a team of account leads and 20 customer service agents for Guthy-Renker, parent company to beauty brands such as Wen Hair Care, Proactiv, and Meaningful Beauty.
Samantha then joined EverGrow Marketing, where she managed the company’s customer service and sales teams for sales and retention-based initiatives. She also developed training materials and programs, and department policies and procedures, including Spanish-based scripts to empower the sales team to target a larger audience of customers to increase sales.
Prior to joining Advent Resources, Samantha served as Customer Service Manager for Smoke Free Technologies in 2016, and when the company was acquired by Turning Point Brands in 2018, she was promoted to the role of Sales Operations Manager.
As Customer Service Manager, she managed the Support Department which was responsible for all returns, billing, and in-house shipping for the company’s various e-commerce platforms. In her role as Sales Operations Manager, she collaborated closely with the Marketing, Procurement and Business Planning teams to create and implement effective marketing campaigns to achieve sales targets.
Her achievements in this role included reduced abandonment rates from 20% to 3%; improved public ratings on BBB and Google from 2.6 stars to 4.5 out of 5 stars during her tenure; and the implementation of systems and optimized sales processes to increase agent performance, conversion rates, and overall sales revenue by 15%.
Samantha hails from San Diego, California, and currently lives in Fort Worth, Texas with her husband, her toddler, and their beloved dog. She’s passionate about visiting new places, taking photographs of her family, and capturing precious moments for scrapbooking and memory books.