Jennifer Samson

Accomplished professional with over 15 years of robust career experience spanning collections, customer service, corporate reservations, and end-to-end training delivery. Recognized for deep expertise in managing first-party and third-party portfolios, complex billing cycles, account retention strategies, order processing, and comprehensive multi-platform agent onboarding. Fully adept across voice and non-voice operations as well as telco and non-telco environments, consistently maintaining rigorous accuracy, quality metrics, and regulatory compliance standards.

Trainer - AFNI Philippines

(2019-07)

Promoted from frontline agent to Trainer. Design and deliver comprehensive training programs covering telco and non-telco accounts across voice and non-voice operations.

• Create training materials, conduct new-hire orientation sessions, and teach product knowledge, process updates, and essential soft skills.
• Facilitate classroom, virtual, and on-the-job training while monitoring trainee progress and providing constructive feedback.

Customer Financial Services Agent - AFNI Philippines

(2018-05 - 2019-06)

Handled billing inquiries and account retention matters. Managed collections activities and arranged payment plans, explained charges clearly, and resolved billing discrepancies.

• Offered practical solutions to retain at-risk accounts while strictly following all financial regulations and company policies.

Customer Service Representative — Barnes & Noble (Seasonal) - Teletech

(2017-11 - 2018-05)

• Managed customer orders, adjustments, and cancellations in line with customer requests.
• Shared detailed book and product information, offered recommendations, and assisted with shipping status and delivery inquiries while maintaining complete account records.

Customer Service Representative - Concentrix

(2016-09 - 2017-09)

• Handled after-sales transactions comprehensively, processed refunds and compensation requests accurately, and addressed delivery and shipment inquiries promptly.
• Coordinated with relevant teams to resolve delivery delays and consistently maintained high customer satisfaction scores.

Reservation Specialist - Teleperformance

(2012-12 - 2016-05)

• Processed new reservations with precision, modified and canceled bookings, and verified availability, pricing, and special requirements.
• Provided itinerary details, resolved schedule changes and booking conflicts, and processed refund requests efficiently.

Collections Agent - NCO

(2011-08 - 2012-10)

• Handled credit card and health insurance collection accounts via inbound/outbound calls and skip tracing.
• Negotiated payments, explained outstanding balances, arranged settlements, and adhered to compliance standards.

Secondary Education - Julian B. Sebilio High School (2004 - 2008)