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Samantha R. — Senior Contact Centre Trainer from South Africa

Samantha R.

Senior Contact Centre Trainer

South Africa 6+ years
Open to offersNew to Platform
Languages
English
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About

Samantha R. is a seasoned Facilitator, Trainer & Quality Coach with over 11 years of specialized experience in the contact centre industry. She holds a National Certificate in Occupationally Directed Education, Training, and Development (NQF 5). Her proficiency in Training & Facilitation spans both classroom and online environments, where she excels at Coaching & Performance Management, quality assurance, and evaluations. At JF11 Skill for Success, she delivered vital training including induction, product, systems, and customer experience modules, while assessing agent interactions to uphold quality standards. Previously, with Merchants Comcast, she led training in product and customer service and supported onboarding operations. Her earlier professional journey as an Account Manager with Vodacom SA honed her skills in B2B account management and client satisfaction. Samantha is adept with tools such as MS Office, Google Workspace, and LMS platforms like Zoom, Teams, and Moodle.

Experience

  • Trainer / Quality Coach

    JF11 Skill for Success · 2024 — 2026
    Facilitated induction, product, systems, and customer experience training. Created a positive learning environment through refresher training and monitored agent interactions to uphold quality standards. Identified performance gaps and provided coaching to enhance service delivery while conducting floor walking during on-the-job training. Facilitated calibration sessions and voice of customer discussions, and maintained accurate training and coaching records.

  • Business Unit Trainer / Facilitator

    Merchants Comcast · 2012 — 2024
    Delivered training in product knowledge, system usage, and customer service, including induction and refresher training. Created and updated training content, conducted Training Needs Analysis, and performed learner evaluations, while also supporting recruitment and onboarding activities.

  • Account Manager / Business Telemarketing Consultant

    Vodacom SA · 2013 — 2019
    Managed B2B accounts, processed orders, and addressed queries. Provided administrative support and reporting while ensuring client satisfaction.

  • National Credit Act Consultant

    Standard Bank · 2008 — 2009
    Handled credit control and data capturing, maintained customer communication for retention, and upsold financial products.

Skills & Expertise

PharmaceuticalCall CenterCustomer ServiceCustomer Service Representative

Education

  • Grade 12 (Matric)
    Oakdale Secondary School · — — 2005
  • National Certificate: Occupationally Directed Education, Training and Development Practitioner
    Chartall Business College (Pty) Ltd

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