J ACO B K O N A J R 703-***-**** • ad1lvb@r.postjobfree.com

S U M M A R Y

Passionate training and development professional with human resource management and technical support experience. Skilled in problem-solving, improving efficiency, and enhancing employee performance. Strategic thinker with strong attention to detail interested in meeting company goals and focused on relationship building, and motivating employees. Experienced in adult learning practices, instructional design, training & facilitation, onboarding (NHO/NEO), recruiting, talent management, talent development, HRIS, off-boarding, employee relations, and customer service.

W H A T I B R I N G - C O R E C O M P E T E N C I E S

• Effective collaborative leadership communication and relationship building.

• Experience with Test Environments and security controls.

• Thorough knowledge of adult learning concepts and principles and ability to apply and instruct.

• Knowledge and understanding of Learning Management System (LMS) platforms and supporting tools.

• Knowledge of HRIS and handling confidential and sensitive information.

• Experience delivering technical, compliance, performance, and leadership development training.

• Experience from the Association and Nonprofit space, Finance & Banking, and Hospitality industries.

W O R K H I S T O R Y

Arlington Community Federal Credit Union Falls Church, VA People & Culture Generalist January to April 2023

• Led full cycle recruitment process and created requisitions, and job ads on company and external job posting sites, increasing applicant pool by 18%.

• Responded to employee inquiries and maintained weekly performance evaluations, utilizing 15Five and JIRA ticketing resource, increasing the P&C response rate.

• Managed HRIS and reported updates on employee transactions to leadership, factoring into organizations quarterly performance objectives.

• Facilitated new employee orientations covering company culture, duties and responsibilities, policies, benefits, and provided mandatory access controls, user access, and discretionary access to application resources as needed.

• Created, enabled, and disabled user accounts and mailboxes based on employee movement, and ensured network access for all new hires.

• Successfully established 100% virtual phone screening delivery process for all qualified candidates.

• Contributed to generating and delivering the Employee Retention Credit (ERC) report with required payroll data from HRIS, allowing the organization to receive a federal COVID relief refund.

• Provided monthly HRIS reporting to the P&C Manager, CHRO, and COO.

Arlington Community Federal Credit Union Falls Church, VA Learning and Development Specialist October 2019 to January 2023

• Developed monthly training programs and established virtual monthly training sessions, as well as virtual New Employee Orientation, resulting in consistent high employee service levels and organizational performance.

• Worked with SMEs to design training content using sound instructional design practices such as the ADDIE model, to deliver structured and organized training generating consistent evaluation results.

• Arranged and facilitated new employee orientation using Microsoft Teams and Outlook and managed 90-Day training program by scheduling appropriate staff, resulting in improved employee retention rates.

• Created training session materials, including PPT, job aids, workbooks, and manuals, ensuring all training materials were compliant with company brand standards and were of high quality and error-free.

• Enhanced employee Remarkable Service training model by developing and offering a “soft skills” component resulting in improved frontline employee performance and delivering a 92% member satisfaction rate.

• Provided technical assistance and support to include, laptop, network login, remote VPN access, LEXI Intranet login, virtual phone, CRM database, and created employee account profile to access internal LMS resource.

• Provided monthly report on training content, attendance, assessments, and hours trained to Director, L&D.

• Created the first ACFCU internal online training course using the Articulate Storyline platform and uploaded course material to BAI Learning Management System.

Society for Human Resource Management (SHRM) Alexandria, Virginia Senior Specialist, Training July 2014 to July 2019

• Introduced and established eLearning training component, contributing to enhanced staff performance.

• Led team of three support agents supporting executive membership partner association, HR People & Strategy (HRPS)

• Co-managed the training function for onsite and remote 30-person Call Center staff, supporting 300,000 HR members and impacting more than 115 million workers.

• Recruited and delivered on-location training to 1,000 plus volunteers in preparation to support 23,000 plus attendees.

• Directed new employee orientation and included a 90-day training program with weekly activities, and assessments.

• Provided technical assistance and support for new hires including desktop, network login access, VPN access, SharePoint Intranet access, telecommunication, and virtual phone access.

• Maintained monthly training calendar, scheduled and tracked attendance and reported hours trained per month and performance results for each employee via assessments and evaluations.

• Successfully led CRM system upgrade transitioning from Personify to NetSuite, utilizing UAT practices and assessments. Specialist, Quality Assurance and Training 2007-2014

• Designed and facilitated training and onboarding program for 30-plus person Call Center staff.

• Develop QA measurements for inbound/outbound call reps, providing timely feedback via calibration sessions.

• Moderated and co-facilitated training workshops with leadership team members and SMEs.

• Served as point of contact for escalations and issues from internal and external customers.

• Supervised two data integrity staff members handling customer fulfillment requests, monthly membership invoicing process, event registration reporting, standard data entry and payment research items.

• Directed large and small onsite event registration logistics teams for conference and seminar events.

E D U C A T I O N

NORTHERN VIRGINIA COMMUNITY COLLEGE, Alexandria, Virginia, A.S., Business Administration

T E C H N I C A L S K I L L S

Applications: Microsoft Office Suite, Lync 2013, Microsoft Office 2007/2010/2013, Microsoft SharePoint Services 3.0, SnagIt, Audacity, Teams, Zoom, Google Meet, AdobeConnect, WebEx, 15Five, SharePoint, WordPress Databases: ADP, Compease, Employment Technologies, Symitar, NetSuite, Personify, YM.com, eLearning Platforms: BAI, LinkedIn Learning, Articuate Storyline, Cornerstone ACD Systems: inContact (NICE), Syntellect, Ensemble Pro, SpitFire AD, PBX Networking Protocols: VPN, DNS, IP

Virtual Desktop Interface: VMware Horizon, Cisco Soft phone, Genesis PureCloud

A D D I T I O N A L A C T I V I T I E S

Professional Memberships

• Society for Human Resource Management (SHRM) – Active

• Association for Talent Development (ATD) - Active Additional Training

• Completed program and achieved “Future Leaders” Certificate for DC/MD Credit Union League (2022)

• Scheduled to sit for SHRM-CP exam (February 2024)

• Completed Such-A-Voice 12-week professional voiceover training (November 2016)

• Completed “Leadership Fundamentals” program through the Center for Creative Leadership (March 2013) Volunteering & Other Interests

• Professional voiceover talent providing voiceover script reading services via JK Voices, LLC (www.jkvoices.com).

• WatchDOG Volunteer – Prince William County Public Schools.

• Volunteer for US-based charitable group Friends of Buea School for the Deaf (FoBSD), who provide academic training and academic resources for hearing impaired students in Cameroon.

• Fluent in American Sign Language.

• Georgetown Prep Alumni Group Committee Member (2021 – 2023 term)

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