Senior Corporate Trainer
Concentrix Global with Mercedes Benz USA
04.2023 - Current
Hi, I’m
Samantha Chapman
Senior Corporate Trainer
Valrico,Florida
Today is your opportunity to build the tomorrow you want.
Ken Poirot
Summary
A forward-thinking team leader skilled at operating departments efficiently to meet goals with over 4 years of exceptional service delivery experience. Successful background in managing large projects and completing them at the requested deadline. Proactive and hardworking individual focused on continuous operational improvement. I am organized and a dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I am redefining "corporate professional," everyday.
Work History
Concentrix Global with Mercedes Benz USA Tampa, FL
Senior Corporate Trainer
04.2023 - Current
Job overview
- Provided coaching and mentoring to employees.
- Trained and mentored up to 25 new personnel hired to fulfill various roles.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Built and maintained professional relationships with vendors and suppliers.
- Worked with vendors to customize courseware to accommodate business needs.
Concentrix Global with Mercedes Benz USA Tampa, FL
Operations Team Leader
07.2022 - 04.2023
Job overview
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established and maintained performance, quality and service standards for professional customer care.
- Developed performance measurement strategies, identifying areas for improvement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Facilitated meetings to communicate team performance goals and results.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
Concentrix Global with Robinhood Financial LLCTampa, FL
Operations Team Leader
04.2021 - 07.2022
Job overview
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Used Salesforce to keep records of customer interactions, customer accounts, and file documents.
- Responded proactively and positively to rapid change.
University Of South Florida Campus Recreation
Tutor/ Teacher Assistant
09.2019 - 11.2020
Job overview
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Helped with grading assignments and tests, providing constructive feedback to students based on results.
- Assisted lead teachers with lesson plan creation and materials development .
- Supported student learning objectives through personalized and small group assistance.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Graded assignments and reported individual progress to teacher.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
24/7 Intouch
Customer Service Advisor Contractor
09.2020 - 01.2021
Job overview
- Coordinated paperwork and payments for new orders and replacement parts to obtain speedy service for each customer.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer calls and emails to answer questions about products and services.
Publix Supermarket Customer Service
Cashier/Customer Service Office Staff Member
12.2018 - 08.2020
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded proactively and positively to rapid change.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained staff on operating procedures and company services.
- Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Managed timely and effective replacement of damaged or missing products.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
The Fresh Market
Cashier
05.2018 - 11.2018
Job overview
- Checked personal identifications during alcohol and tobacco sales.
- Handled cash with high accuracy and took care to check bills for fraud.
- Stocked, tagged and displayed merchandise as required.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Worked flexible schedule and extra shifts to meet business needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Assisted customers with returns, refunds and resolving transaction issues.
- Helped customers complete purchases, locate items, and join reward programs.
Journeys Shoes
Team Leading/ Sales Trainer/ Sales Associate
03.2017 - 11.2017
Job overview
- Assisted in development of monthly sales goals to motivate team and drive business objectives.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Achieved or exceeded company-defined sales quotas.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Handled cash register operations and customer transactions to process payments.
- Performed inventory control procedures to manage stock.
- Contributed to team objectives in fast-paced environment.
- Attended monthly sales meetings and quarterly sales trainings.
- Set and achieved company defined sales goals.
A’Gaci
Sales Associate
07.2017 - 07.2017
Job overview
- Engaged with customers to effectively build rapport and lasting relationships.
- Negotiated prices, terms of sales and service agreements.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Education
University of South FloridaTampa, FL
Minor Studies from Economics
06.2022 - Current
University of South FloridaTampa, FL
Bachelor of Science from Business Management
01.2022 - Current
University Overview
- Relevant Coursework: Business, International Studies & Developmental Leadership
- Professional Development: Corporate Training & Professional Educational Course.
- Extracurricular Activities: Tutoring & Brazilian Jiujitsu
- Work Study Program Scholarship Recipient
Hillsborough Community CollegeTampa, FL
Associate of Applied Science from Biomedical Sciences
08.2018 - 05.2021
University Overview
- 3.2 GPA
Durant Senior High SchoolPlant City, FL
Diploma
08.2014 - 05.2018
University Overview
- Completed AP course in English Composition I
- Completed AP course in English Literature II
- 3.5 GPA
Skills
- Staff Development
- Motivational Leadership
- Cultivating Productive Relationships
- Efficiency Improvement Skills
- Management
- Leadership
- Continuous Improvement Projects
- Quality Control
- Conflict Resolution Tactics
- Employee Performance Reviews
- Build Client/ Vendor Relationships
- Service Delivery
- Corporate Development
- Corporate Leadership
- Develop Training Programs
- Retention Strategies
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 27 staff members.
- Successfully Launched new Cryptocurrency support department in 2021.
- Achieved DSAT Recovery Project by introducing Microsoft Excel for tracking tasks.
- Trainer Recognition | August 2023
- Trained with Mercedes-Benz Global Training Team April of 2023 in Atlanta, GA on certification with Salesforce.
Additional Information
A message from Sam:
Hi Friend!
I am so happy you're here. I like to provide a more interactive way to review my professional experience, and get to know me as a person.
I have been changing the customer experience industry for six to seven years now. My goal is to define an exceptional experience to not only valued customers, clients and vendors but, staff and employees as well. By offering this experience, you and I can redefine what it means to be a leader and stay competitive in the market!
I value environments rich in diversity, leadership, investment, integrity, development, and promoting a healthy work-life balance.
I offer a variety of professional experience; leadership, operational management, quality and assurance, project management, training and development, coaching, and much more. Aside of my notable experience, I offer passion within all relevant areas of my career.
I hope you and I can work together in the future on leading the industry to abundant success.
Please feel free to connect with me or ask any questions!
Warm Regards,
Sam
Timeline
Operations Team Leader
Concentrix Global with Mercedes Benz USA
07.2022 - 04.2023
University of South Florida
Minor Studies from Economics
06.2022 - Current
University of South Florida
Bachelor of Science from Business Management
01.2022 - Current
Operations Team Leader
Concentrix Global with Robinhood Financial LLC
04.2021 - 07.2022
Customer Service Advisor Contractor
24/7 Intouch
09.2020 - 01.2021
Tutor/ Teacher Assistant
University Of South Florida Campus Recreation
09.2019 - 11.2020
Cashier/Customer Service Office Staff Member
Publix Supermarket Customer Service
12.2018 - 08.2020
Hillsborough Community College
Associate of Applied Science from Biomedical Sciences
08.2018 - 05.2021
Cashier
The Fresh Market
05.2018 - 11.2018
Sales Associate
A’Gaci
07.2017 - 07.2017
Team Leading/ Sales Trainer/ Sales Associate
Journeys Shoes
03.2017 - 11.2017
Durant Senior High School
Diploma
08.2014 - 05.2018
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