Samantha Oberacker
Chandler,AZ
Summary
Achieved top performer status at PayPal by enhancing employee satisfaction and retention through innovative training programs and effective coaching. Excelled in virtual training and critical thinking, significantly improving operational efficiency and fostering a culture of continuous learning. Demonstrated exceptional public speaking and organizational development skills, leading to streamlined onboarding and increased customer loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service and Corporate Training Specialist
PayPal
Chandler, AZ
10.2013 - 06.2024
- Promoted training and professional development-related resources and offerings in response to needs.
- Promoted diversity and inclusion through targeted trainings designed to foster an inclusive working environment.
- Managed budgets for multiple training projects, optimizing resource allocation without sacrificing quality or effectiveness of programs.
- Developed engaging e-learning modules, maximizing accessibility for remote employees and diverse learners.
- Delivered one-on-one, small group and large group training via face-to-face, phone and web.
- Collaborated with cross-functional teams to identify knowledge gaps and develop targeted training solutions.
- Increased employee satisfaction by creating customized professional development plans tailored to individual needs and goals.
- Evaluated effectiveness of training programs, making data-driven adjustments to optimize results.
- Streamlined onboarding process for new hires, reducing time to productivity through effective training strategies.
- Aligned corporate training initiatives with business objectives, ensuring a well-trained workforce capable of meeting strategic goals.
- Facilitated virtual, in-person and blended learning sessions.
- Provided coaching and mentoring to employees.
- Improved employee retention rates by fostering a culture of continuous learning and growth within the organization.
- Promoted training best practices throughout field.
- Prepared and delivered clear and professional presentations.
- Supported managers in coaching their teams, providing them with tools to effectively mentor direct reports.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and team productivity by promoting operational best practices.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Server /Main Bartender
Applebee's
11.2007 - 12.2013
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
Education
GED -
Dobson High
Mesa Arizona 06.2009
Skills
- Virtual Training
- Soft skills training
- Coaching and Mentoring
- Attention to Detail
- Critical Thinking
- Clear Communication
- Decision-Making
- Coaching and Development
- Public Speaking
- Organizational Development
- Training delivery
- Finance
Timeline
Customer Service and Corporate Training Specialist
PayPal
10.2013 - 06.2024
Server /Main Bartender
Applebee's
11.2007 - 12.2013
GED -
Dobson High