Hello

My career began in 2001 with a technical support job at Samsung Electronics, at the time a much smaller and far different company than the one we know today.  The customer service operation was able to fit entirely within one room, and my training consisted of "shadowing" a gentleman named Mike, and a woman named Grace. Toward the end of my first day, Grace was involved in a shouting match with a customer, and was terminated.

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Not long after this, a small group of us technical support agents began assembling our own, unofficial training material and knowledge base, to make the new hire shadowing experience more streamlined and effective.  Soon enough, our leaders and management took notice of what we had developed, and shortly thereafter I found myself as a leader of the newly formed Training and Knowledge Team.

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I could say the rest is history, but that would be downplaying my experiences.  As Samsung expanded, so did my experiences and my team's reach.  Once our footprint was firmly established in Greenville, operations began to expand globally, utilizing my team at each new location to perform on-boarding, establish operations, and initiate hiring and talent development.  We established a Live Chat program that evolved into video and eventually AI chat systems.  Employees were trained via gamification, e-Learning, and interactive simulators and emulators to maximize engagement.  This culminated in winning Best Training Program for the CCW Industry awards in 2019 and 2020.

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I departed Samsung in 2021 to continue my partnership with them via outside consultations.  My team of program managers and I advised on B2C, B2B, and back-office operations with Samsung partners such as Best Buy, Lowes, Home Depot, Microsoft, Google, and other industry leaders.  In addition to those prestigious names and brands, I am also proud to have partnered with vendors such as Concentrix, Transcom, Alorica, Nearsol, Harte Hanks, and many, many more.

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Sharing my experiences, knowledge, and understanding to better help others is something I truly enjoy, both in my personal and professional life.  Whether it is history, cars, video games, soft skills, or product specs, my talents are teaching and training others with passion and sincerity.

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Thanks for reading!