Samantha Northrup Email & Phone Number

Ajax, Ontario, Canada

As the Academy Support Team Lead, I managed Volkswagen Group's Learning Academy Concierge team, assisting dealers with their training inquiries and providing them with the support they need to reach their learning goals. I provided LMS administration support, oversaw the department's communications and managed special projects, rewards program, and competitions. I also handled all training related reports and specialized in transforming raw data into actionable packages that are easy to understand.

Ajax, On

I supported training initiatives through consistent, agile tactics and responded to evolving dealer needs. I oversaw our department's events and competitions, communications, certification programs, budgeting and reporting. In this role, I led the project to in-source our Academy Concierge team, resulting in significant savings and efficiencies for our organization.

Markham, On

In this role I was responsible for implementing training programs for dealership staff and some corporate staff across Canada. I was a key player in the development and roll-out of the Hyundai Signature Certification program; a change management initiative to improve our customers' experience at all touch points of our organization. Highlights and accomplishments:- Sales and service process training: Launched a variety of training assets, including e-learning, in-class training, quick hit videos, manuals and fact sheets. I worked closely with the Manager of Customer Experience to identify performance gaps and areas of need, then implemented training to fulfill those needs. -Customer Service Index: Analyzed performance on our CSI program, with a focus on continuous improvement. Provided support with survey layout and initiatives such as switching from 10 stars to 5 stars, customer verbatim, invitation wording, etc. Supported transition to ensure we complied with CASL requirements,-Role based certification programs: Designed and maintained the certification programs for dealership staff. Ordered and ensured delivery of awards and was responsible for all communications related to the training recognition program.-Hyundai World Skills Olympics: Chosen as training ambassador for Hyundai Canada for 2014 competition. Helped to select 2 competitors from Canadian Hyundai dealerships and trained the competitors, accompanying them to competition in Korea. Our team placed 2nd and 4th out of 63 competitors.-Chosen as a voluntary reporter for the Overseas Service Newsletter, a publication that was distributed to global Hyundai markets.

Markham, On

I helped customers find solutions to problems, answered inquiries and promoted brand products & services to fit their needs over the phone, via email or occasionally in person (in English and French). I interacted with customers at various moments of truth with the brand, and had the ability to create a memorable first experience as well as recover customer trust in difficult situations.Highlights and accomplishments:Selected as a Genesis call centre representative, where I handled concerns from our luxury brand customers. I consistently met or exceeded monthly departmental targets and was selected to lead the Fuel Reimbursement team as a special project. On this project, I designed a training program for the newly hired team and launched the call centre on a tight deadline. I also provided ongoing coaching and training and handled escalated calls to ensure a positive customer experience.

Scarborough, On

In this role, I worked closely with the store owner in order to manage all aspects of the business and to ensure an excellent atmosphere for every customer. Highlights and accomplishments: Responsible for a team of about 20 employees, I recorded and analyzed hourly, daily and monthly sales information and balanced the cash registers and safe daily. I oversaw all elements of employee training and implemented a product knowledge training program for employees to empower them to respond more effectively to customer inquiries, resulting in an improved customer experience in the store.I tracked inventory and handled customer inquiries, special orders, general paperwork, scheduling and communications with Corporate Office.

M.A., French Literature

Although I completed courses in a variety of topics, I focused on francophone postcolonial literature for my final major dissertation.

Hon. B.A, French Language And Literature Major, English Minor

Education record