Mary Jane V. Samson

MARY JANE V. SAMSON #209 Manga, Capas Tarlac Philippines-Mobile: (- Profile A highly skilled and experienced training executive with 6 years of background in call center training set up. Broad knowledge in administrating customer service representatives. Highly experienced in training and development issues. Ability to train, motivate, and supervise customer service employees. Effective in communicating information for purpose of having others learn, understand and apply specific principles, techniques, or information. Areas of Expertise Customer Service Management Coaching and People Management Good communication/presentation skills Excellent management and organizational skills Teambuilding & Training Research and Dev’t Capability Professional Experience SUTHERLAND GLOBAL SERVICES – Cam Sur 07/2008 to 2014 Previous Role: PROGRAM TRAINING MANAGER, 06/2013 to 05/2014 Program/Campaign: McAfee Previous Programs: Earthlink Selected Contributions: Observe and review training delivery and coach and develop trainers on the same/ Supervise delivery of training & nesting operations, manage and supervise a team of 5-7 trainers/Training Specialists (T-Specs), train classes as and when required Provide technical/soft-skills related coaching/guidance to the T-Specs Assess/Analyze/Monitors participant and class performance – as measured by KPIs during Nesting/Classroom Prepare regular/accurate and meaningful internal and external reports related to training. Prepare analysis & action plans to improve trainer/training delivery Perform other related duties and assignments as required and as assigned by supervisor or manager. Create and execute action plans for improving training delivery, curriculum, and learner experience; initiate curriculum modification or development based on program needs. Handle frontline and escalation calls through phone, chat and email for Customer Service, Technical Support and Sales queues. Previous Roles within Sutherland Global Services: TRAINING LEAD POC 10/2011- June 2013 PRODUCT & PROCESS TRAINER01/2011-10/2011 CUSTOMER SERVICE REP TO SENIOR REP 07/2008 -12/2010 Education and Training Ateneo de Naga University — Naga City 03/2005 Bachelor of Science in Banking and Finance (College level) Training/Certifications: Leadership Excellence Achievement and Development (LEAD) 03/2012 to 04/2012 Sutherland Global Services – LEAD Graduate/Certified IT Park, Provincial Capitol Complex, Cadlan, Pili Camarines Sur, Philippines 4418 References Monalisa Cayanan Relation: Previous Account Manager Sutherland Global Services Cam Sur Contact #:- Barani Chandrasekaran Relation: Previous Account Manager Sutherland Global Services Cam Sur Contact #:- Divine Chellapa Relation: Previous Business Director Sutherland Global Services Cam Sur Contact #:-