Jeri Oien

Experience

1. Global Training Manager, Ecommerce Customer Service

   Samsung Electronics America

   Oct 2022 — Present · Bellevue, WA, US

   Designed and Developed robust and adaptable learning programs, made training process enhancements, and assessed new Learning Management Systems (LMS) and Quality Assurance (QA) tools. These initiatives aimed to elevate Customer Service and Sales for eCommerce vendor teams across India, Honduras, and the Philippines. My responsibilities included: Creating training curriculum and content assets to strengthen customer interaction skills during both calls and chats with customers. Teams were evaluated weekly on key KPIs from customer feedback. Overseeing and managing the creation and roll-out of multi-week, intensive onboarding programs for two business groups. Mentored and upskilled vendor/field trainers, equipping them with foundational adult learning tools, Instructional Design techniques, and advanced facilitation performance skills. Rapid production of training materials for immediate product launches, flagship product releases, and updates to customer service expectations and processes. My ultimate goal (and love!) has been to establish learning environments that are not only safe and engaging but also innovative and captivating. My aim is always to foster both competence and confidence in learners across all roles, and to impact the organization\'s health and culture positively.

Education

• Western Washington University

  Bachelor’s Degree, Bachelor of Science; Vicoed-Visual Communications Education