Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Christina Sampson

Boise,Idaho

Summary

Results-driven Training Supervisor known for high productivity and efficient task completion. Specialize in curriculum development, employee performance enhancement, and advanced training methodologies. Excel at communication, leadership, and problem-solving to optimize team success and achieve training objectives. Accomplished in maximizing team knowledge and performance while reducing problem behavior and safety concerns. Well-versed in working with department managers to improve training programs. Hardworking and thorough with strengths in conflict management and relationship building.

Overview

25
25
years of professional experience

Work History

Training Supervisor

American Medical Response, AMR, Access2Care
Boise, Idaho
12.2023 - Current
  • Developed and implemented training programs for new employees.
  • Conducted regular assessments of employee performance to identify areas needing improvement.
  • Provided guidance and support to staff in the areas of customer service, sales, and marketing.
  • Organized team-building activities to motivate staff members and improve morale.
  • Coordinated the scheduling of classes, workshops, and other training initiatives.
  • Instructed trainees on proper use of office equipment and software applications.
  • Created detailed reports outlining progress of each employee's development.
  • Evaluated effectiveness of existing training programs and recommended changes as needed.
  • Assisted with onboarding process by providing orientation materials to new hires.
  • Monitored compliance with all safety regulations during training sessions.
  • Analyzed personnel needs to determine types of training necessary for optimal performance.
  • Delivered presentations on topics such as communication skills, problem solving strategies, and goal setting techniques.
  • Maintained records of attendance at all trainings and provided feedback to department managers regarding employee participation levels.
  • Assisted in designing course curriculums that met organizational objectives while adhering to industry standards.
  • Collaborated with management teams to develop customized learning plans for individual employees based on their career goals.
  • Researched best practices related to adult learning principles and incorporated them into trainings.
  • Facilitated group discussions among participants during workshops or seminars.
  • Advised managers on how best to utilize available resources when creating effective learning experiences.
  • Reviewed course evaluations from trainees in order to make improvements accordingly.
  • Prepared budgets for upcoming training events including cost estimates for materials, supplies, travel expenses.
  • Conducted ongoing evaluations to determine effectiveness of programs and make recommendations for necessary modifications.
  • Evaluated and communicated trainee participation and performance in reports to management.
  • Cross-trained employees to do other jobs within business, increasing job skills and productivity.
  • Identified and communicated to management regarding areas needing additional training.
  • Conveyed current policy, procedure and compliance information to employees.
  • Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.
  • Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
  • Awarded certificates to employees who completed training to recognize accomplishments, boosting motivation and retention.
  • Incorporated new curriculum to meet changing needs.
  • Completed evaluations of new employees to determine strengths and customize training.
  • Hand-selected qualified instructors aimed at providing diversified learning environments.
  • Met with company and department leaders to gather information for new training courses.
  • Used diverse technology resources to provide engaging experience.
  • Mentored and onboarded new staff members to establish top client satisfaction.
  • Managed training calendars to inform participants of upcoming training session topics and dates.
  • Implemented diversity and inclusion training programs to foster an equitable workplace environment.
  • Facilitated team-building exercises to enhance workplace collaboration and morale.
  • Developed metrics and reporting systems to measure training impact on employee performance.
  • Conducted skills gap analyses to identify training requirements for different departments.
  • Acted as a liaison between employees and management to communicate training needs and outcomes.
  • Ensured compliance with industry-specific training requirements and certifications.
  • Monitored and evaluated the effectiveness of training programs using pre- and post-assessment tools.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
  • Mentored team members to succeed and advance within department and company.
  • Led training classes and recorded instruction for later use.

Trainer

American Medical Response, AMR, Access2Care
Boise, ID
07.2023 - 12.2023
  • Designed and developed training materials for new employees in the organization.
  • Conducted onboarding sessions to orientate new staff members about company policies and procedures.
  • Provided feedback on employee performance based on observed results during training sessions.
  • Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
  • Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
  • Developed assessment tests to evaluate trainees' knowledge of course material.
  • Assisted with the development of online learning modules for remote learners.
  • Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
  • Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
  • Facilitated group discussions between participants to promote active engagement in learning activities.
  • Documented all training activities including attendance records, feedback forms, surveys.
  • Adapted teaching methods according to the needs of individual learners or groups.
  • Maintained up-to-date records of trainee progress and provided regular updates to management team.
  • Recommended changes or improvements in existing training processes as needed.
  • Managed the technical setup for virtual classrooms, ensuring that all systems are functioning properly prior to class start time.
  • Monitored participant's satisfaction levels throughout each program session by conducting polls or questionnaires.
  • Resolved any issues raised by participants during the training session in a timely manner.
  • Provided support for trainers in order to ensure successful delivery of courses.
  • Assisted with troubleshooting technical problems related to online platforms used for delivering instruction.
  • Encouraged open communication among participants by facilitating conversations around relevant topics related to course material.
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Explained goals and expectations required of trainees.
  • Monitored, evaluated and recorded training activities or program effectiveness.
  • Suggested and offered specific training programs to help workers maintain or improve job skills.
  • Participated in and attended meetings or seminars to obtain information for use in training programs.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Obtained and organized manuals, guides and visual materials for development and training purposes.
  • Created and offered additional materials to enhance training.
  • Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
  • Maintained strong knowledge by participating in workshops, conferences, and online education classes.
  • Assessed training needs through surveys, interviews with employees or focus groups.
  • Coordinated recruitment and placement of training program participants.
  • Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
  • Supervised, evaluated or referred instructors to skill development classes.
  • Scheduled classes based on availability of classrooms, equipment or instructors.
  • Devised programs to develop executive potential among employees in lower-level positions.
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.

Member Services

American Medical Response Access2care
Boise, Idaho
01.2022 - 07.2023
  • Scheduling trip appointments for 50 separate health plans.
  • Leads by example to promote professionalism, volunteerism and diversity
  • Exceptional skills with daily decision making
  • Proven strong verbal and written communication skills
  • Subject matter expert with Microsoft Office, Outlook, Publisher, Excel and Word
  • Exceed in strong organizational and time management skills
  • Ability to work independently and in a team environment
  • Strive to succeed in high quality and high productivity environment
  • Enjoy constantly changing environments while still communicating effectively and in a timely manner
  • Developed effective working relationships with team members across multiple departments.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Identified opportunities to improve policies and procedures related to customer service operations.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Updated databases with new and modified customer data.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Mentored junior team members and managed employee relationships.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Led on- and off-site customer support teams across multiple time zones.
  • Monitored production processes to ensure quality standards were met and documented results of inspections.
  • Reviewed, analyzed and documented data related to quality assurance processes.
  • Maintained records of inspection results, test methods used and other relevant information regarding quality assurance activities.
  • Collaborated with cross-functional teams to develop solutions for identified issues related to product or service quality.
  • Evaluated customer complaints related to product or service quality ensuring timely resolution of all issues raised.
  • Coordinated with other departments to ensure smooth flow of work processes and communication.
  • Implemented new technologies or software systems to automate manual tasks or streamline operations.
  • Collaborated with senior leadership on strategic initiatives related to operations.

Supervisor/Dayporter

PC Maintenance LLC
Boise, Idaho
01.2016 - 01.2022

  • Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
  • Coordinated with other departments to ensure smooth flow of work processes and communication.
  • Ensured compliance with all applicable laws, regulations, and standards.
  • Maintained accurate records for tracking progress and performance of team members.
  • Provided training and guidance to team members on operational procedures and best practices.
  • Monitored employee productivity levels to identify areas for improvement or additional resources needed.
  • Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
  • Conducted regular reviews with team members to assess their performance and provide feedback as needed.
  • Analyzed data to identify trends in customer needs, product demand or operational efficiency opportunities.
  • Identified process improvements that could reduce costs or improve service quality and efficiency levels.
  • Implemented new technologies or software systems to automate manual tasks or streamline operations.
  • Collaborated with senior leadership on strategic initiatives related to operations.
  • Prepared reports summarizing key metrics, such as customer satisfaction scores, cost savings achieved.
  • Evaluated existing processes regularly for potential optimization opportunities.
  • Partnered with vendors to negotiate contracts for services related to operations.
  • Developed and enforced safety protocols, significantly reducing workplace accidents.
  • Built strong operational teams to meet process and production demands.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Implementing changes in Service Autopilot program via computer and mobile app
  • Updating and maintaining service contracts for clientele including, but not limited to new bid contracts and upselling to other services
  • Tracking employee performance and completing performance reviews
  • Training new employees via in-class sessions and hands-on.
  • On site inspections daily to ensure quality service of employees and sub-contractors
  • Skills Used: Excellent verbal, and written communication skills
  • Daily decision making, Subject matter expert with Microsoft Office, Outlook, Publisher, Excel, Word and Service Autopilot
  • Exceed in strong organizational and time management skills
  • Ability to work independently, remotely and in a team environment

Cashier

Fred Meyer
Boise, Idaho
01.2016 - 12.2016
  • Assist customers in locating product
  • Highly skilled in cash handling and customer support
  • Stocking merchandise and ordering
  • Skills Used: Excellent verbal, and written communication skills
  • Daily decision making
  • Cash handling and register
  • Greeted customers and answered any questions they had about the store's products and services.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Issued receipts, refunds, credits or change due to customers.
  • Stocked shelves with merchandise when needed.
  • Answered customer inquiries regarding store policies and procedures.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Conducted price checks for special orders or discounts as requested by customers.
  • Assisted customers over the phone regarding store operations, product information and order placement.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Ensured compliance with all safety regulations within the store environment.
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
  • Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
  • Followed company security procedures for handling large sums of money.
  • Performed other duties as assigned by management.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Processed sales transactions to prevent long customer wait times.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.
  • Learned roles of other departments to provide coverage and keep store operational.

Accounts Payable

Kelly Services-Simplot
Boise, Idaho
01.2016 - 12.2016
  • Reviewed invoices for accuracy and completeness prior to processing payments.
  • Maintained vendor files, ensuring all documents were up-to-date and accurate.
  • Processed incoming payments in accordance with company policy.
  • Reconciled vendor accounts on a monthly basis.
  • Prepared journal entries to record accounts payable transactions.
  • Resolved discrepancies between purchase orders and invoices.
  • Prepared checks for vendors in a timely manner.
  • Assisted with month-end close process by preparing accruals and other related tasks.
  • Verified coding of invoices to ensure proper general ledger posting.
  • Investigated customer queries regarding payment status or account balances.
  • Assisted with internal and external audits as needed, providing requested documentation promptly.
  • Communicated regularly with vendors via phone, email, or mail regarding invoice inquiries or payment requests.
  • Developed strong relationships with vendors through excellent customer service skills.
  • Ensured compliance with applicable laws and regulations pertaining to accounts payable and receivable activities.
  • Maintained an organized filing system for all financial records.
  • Provided support to accounting staff during peak workload periods.
  • Proven strong verbal and written communication skills
  • Subject matter expert with Microsoft Office, Outlook, Publisher, Excel and Word
  • Exceed in strong organizational and time management skills
  • Ability to work independently and in a team environment
  • Strive to succeed in high quality and high productivity environment
  • Enjoy constantly changing environments while still communicating effectively and in a timely manner
  • Commitment to meeting deadlines
  • Excellent verbal, and written communication skills
  • Daily decision making, Subject matter expert with Microsoft Office, Outlook, Publisher, Excel and Word
  • Exceed in strong organizational and time management skills
  • Ability to work independently, remotely and in a team environment
  • Handled high-volume invoice processing with minimal supervision.
  • Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
  • Assessed data and information to check entries, calculations and billing codes for accuracy.

Client Experience Associate

Full Creative
Boise, Idaho
01.2015 - 12.2016
  • Assisted escalated or complex customer requests while exceeding defined productivity and performance metrics
  • Effectively managed time to support business needs
  • People person with outstanding listening skills and written and verbal communications
  • High confidence when assisting each customer and their different requests
  • Enjoy constantly changing environments while still communicating effectively and in a timely manner
  • Skills Used: Excellent verbal, and written communication skills
  • Daily decision making, Subject matter expert with Microsoft Office, Outlook, Publisher, Excel and Word
  • Exceed in strong organizational and time management skills
  • Ability to work independently, remotely and in a team environment

Quality Monitor II

Wells Fargo Bank, N.A.
Boise, Idaho
01.2014 - 12.2015
  • Highly skilled in strong leadership attributes
  • Subject matter expert for multiple lines of business including Business Banking, Sales, and Retail Service
  • Effectively coach bankers to Wells Fargo policies, procedures, compliance, regulations and risk management
  • Leads by example to promote professionalism, volunteerism and diversity
  • Exceptional skills with daily decision making
  • Proven strong verbal and written communication skills
  • Subject matter expert with Microsoft Office, Outlook, Publisher, Excel and Word
  • Exceed in strong organizational and time management skills
  • Ability to work independently and in a team environment
  • Strive to succeed in high quality and high productivity environment
  • Enjoy constantly changing environments while still communicating effectively and in a timely manner
  • Skills Used: Excellent verbal, and written communication skills
  • Daily decision making, Subject matter expert with Microsoft Office, Outlook, Publisher, Excel and Word
  • Exceed in strong organizational and time management skills
  • Ability to work independently, remotely and in a team environment

Foreign Check Collections Operations Processor II

Wells Fargo Bank, N.A.
Portland, Oregon
01.2014 - 12.2014
  • Experienced PC skills including keyboard entry
  • Ability to troubleshoot common problems and navigate specialized systems
  • Proven ability to handle detail-oriented work while balancing levels of quality and quantity
  • Production environment where specific operator standards for quality, quantity, and dependability are required
  • Data entry and measured using a production model
  • Self-motivated and have the ability to quickly make decisions, apply skills learned while being accountable for accuracy
  • Ability to work independently with a diverse group to meet team goals through teamwork and cooperation
  • Positive approach in interactions with team members
  • Ability to work in a deadline driven environment and maintain professionalism, composure and flexibility
  • Demonstrated ability to achieve individual and team goals
  • Experience meeting SLA standards
  • Reliable attendance
  • Experience processing foreign transactions for Wholesale, and Retail
  • Worked directly through email with branch bankers, service managers, managers, Treasury Management Services, and Relationship Managers
  • Understanding of foreign exchange transactions and accounting
  • Generated letters for correspondence for local and international banks
  • Swift, CEO Wire and ETran experience
  • Skills Used: Excellent verbal, and written communication skills
  • Exceptional skills with daily decision making
  • Proven strong verbal and written communication skills
  • Subject matter expert with Microsoft Office, Outlook, Publisher, Excel and Word
  • Exceed in strong organizational and time management skills
  • Ability to work independently and in a team environment

Quality Monitor II

Wells Fargo Bank, N.A.
Boise, Idaho
01.2010 - 12.2014
  • Highly skilled in strong leadership attributes
  • Subject matter expert for multiple lines of business including Business Banking, Sales, and Retail Service
  • Effectively coach bankers to Wells Fargo policies, procedures, compliance, regulations and risk management
  • Leads by example to promote professionalism, volunteerism and diversity
  • Exceptional skills with daily decision making
  • Proven strong verbal and written communication skills
  • Subject matter expert with Microsoft Office, Outlook, Publisher, Excel and Word
  • Exceed in strong organizational and time management skills
  • Ability to work independently and in a team environment
  • Strive to succeed in high quality and high productivity environment
  • Enjoy constantly changing environments while still communicating effectively and in a timely manner
  • Skills Used: Excellent verbal, and written communication skills
  • Daily decision making, Subject matter expert with Microsoft Office, Outlook, Publisher, Excel and Word
  • Exceed in strong organizational and time management skills
  • Ability to work independently, remotely and in a team environment

Team Lead PB4

Wells Fargo Bank, N.A.
Boise, Idaho
01.2005 - 12.2010
  • Effectively co-manage day to day operations for fifteen phone bankers as well as general assistance to two hundred and fifty phone bankers, while focusing on loss mitigation and cash flow improvements
  • Highly skilled in the developing, refining and implementation of new programs to improve quality sales and service
  • Coordinate with management to improve team performance daily via motivation, coaching, formal training, and rewards
  • Develop reports to review with bankers to assist in their overall performance
  • Areas of expertise include specializing in developing creative approaches in addressing internal and external customer needs and managing people to achieve customer needs and financial goals in a rapidly changing environment
  • Facilitate new hire classes to teach bank processes, procedure, regulatory standards, risk management, and customer service skills
  • Prepare team meeting, Assess and Deploy activities and team building exercises
  • Aiding bankers in resolving routine and escalated issues through research and utilization of tools and resources
  • Address complex escalated customer issues, requests and complaints to improve customer satisfaction
  • Skills Used: Excellent verbal, and written communication skills
  • Daily decision making, Subject matter expert with Microsoft Office, Outlook, Publisher, Excel and Word
  • Exceed in strong organizational and time management skills
  • Ability to work independently, remotely and in a team environment

Operations Specialist- Executive Office

Wells Fargo Bank, N.A.
Boise, Idaho
01.2000 - 12.2005
  • Assisted escalated or complex customer requests while exceeding defined productivity and performance metrics
  • Developed a strategy to ensure customer satisfaction and business integrity by following-up on a daily basis with our customers
  • Prepared written correspondence
  • Effectively managed time to support business needs
  • Skills Used: Excellent verbal, and written communication skills
  • Daily decision making, Subject matter expert with Microsoft Office, Outlook, Publisher, Excel and Word
  • Exceed in strong organizational and time management skills
  • Ability to work independently, remotely and in a team environment

Education

GED -

State of Idaho
Boise, ID
02-2022

Skills

  • Learning management systems
  • Expert in Microsoft Office
  • Quality Assurance
  • Time Management
  • Coaching and mentoring
  • Program implementation
  • Business administration
  • Trainee evaluations
  • Curriculum design
  • Trainee assessments
  • Training course planning
  • Staff development
  • Multimedia development
  • Policy implementation
  • Human resources
  • Technical training

References

References available upon request.

Timeline

Training Supervisor

American Medical Response, AMR, Access2Care
12.2023 - Current

Trainer

American Medical Response, AMR, Access2Care
07.2023 - 12.2023

Member Services

American Medical Response Access2care
01.2022 - 07.2023

Supervisor/Dayporter

PC Maintenance LLC
01.2016 - 01.2022

Cashier

Fred Meyer
01.2016 - 12.2016

Accounts Payable

Kelly Services-Simplot
01.2016 - 12.2016

Client Experience Associate

Full Creative
01.2015 - 12.2016

Quality Monitor II

Wells Fargo Bank, N.A.
01.2014 - 12.2015

Foreign Check Collections Operations Processor II

Wells Fargo Bank, N.A.
01.2014 - 12.2014

Quality Monitor II

Wells Fargo Bank, N.A.
01.2010 - 12.2014

Team Lead PB4

Wells Fargo Bank, N.A.
01.2005 - 12.2010

Operations Specialist- Executive Office

Wells Fargo Bank, N.A.
01.2000 - 12.2005

GED -

State of Idaho

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