Customer Service Training
Resume:
Keesha M. Williams
*******@*********.***
SUMMARY OF QUALIFICATIONS
Extensive experience in training/development, sales training, banking
operations and custody processing in financial services industry.
Strengths and skills include:
Management Customer Service Back Office
Operations
Mortgage Banking Communication Organizational skills
skills
. Extensive experience facilitating Train-the-Trainer workshops to include
coaching and counseling for classroom/virtual instruction
. Consistent Mortgage processing experience including electronic loan
files, underwriting, closing procedures within various administrative
systems
. Experience utilizing various e-learning tools, blended learning
techniques and technology
. Solid experience instructional design focusing on leadership development
. Strong customer service experience creating quality initiatives, policies
and procedures; managing quality advocates in large call center
environment and developing communication tool for dissemination of
information
. Extensive experience managing and creating the training experience from
end to end
EXPERIENCE
Training Folks, Inc 08/12 -
current
Contract Training Professional (Client:
Bank of America - New Hire Training Project)
. Conducted virtual and instructor-led training sessions for
approximately 300 Home Service Specialist
. Facilitated customer service training to top-level specialist for
bank's platinum customers
Opexnow, Inc. 10/11 -
07/12
Training Consultant (Client: Bank of America -
Foreclosure File Review Audit Project)
. Responsible for but not limited to providing consultation to
management regarding: evaluating foreclosed loans during the File
Review and/or Claim Review process, to determine if all required loss
mitigation activities were handled and documented in accordance with
the requirements of HAMP, proprietary modification or other programs'
requirements (in effect at the time of the Foreclosure process), prior
to making the final foreclosure determination.
. Conduct training (virtual and instructor-led) to ensure that all
required processes and procedures were followed; system of record
notated, documentation available/imaged and appropriate borrower
communication (verbal and written) was performed accordance to SD
Directives/Internal Operating Procedures
. Trained approximately 500 File /Claim Reviewers to review files in
their entirety, and determine whether or not any errors,
misrepresentations or other deficiencies that may be identified in the
Foreclosure Review resulted in financial injury to the borrower or the
mortgagee.
Training Folks, Inc 07/11 -
10/11
Contract Training Professional (Client:
Bank of America - Underwriting MHA Program)
. Conducted virtual and instructor-led training sessions for
approximately 100 Underwriter on Bank of America's new Making Homes
Affordable Program (level one and level two)
. Facilitated train the trainer sessions on Bank of America's new Making
Homes Affordable Program (level one and level two)
Keesha M. Williams page 2
Eileen Claman Incorporated (ECI) 08/10 -
07/11
Contract Training Professional (Client:
Wells Fargo - Retail Mortgage)
. Conducted instructor-led training sessions for approximately 1000
banking personnel on Wells Fargo's new administrative system which
includes: Loan processing, validation, recommitting, restructuring,
closing procedures and underwriting
. Facilitated post-training support sessions for approximately 30
banking personnel regarding live loans
Training Folks, Inc 10/09 -
06/10
Contract Training Professional (Client: Bank
of America - Retail Mortgage)
. Conducted virtual and instructor-led training sessions for
approximately 500 banking personnel on Bank of America's new full file
imaging systems
. Facilitated training session utilizing the EDGE Administrative system
to include: Loan processing, validation, recommitting, restructuring,
closing procedures, underwriting, setup
Aegis Communications 08/09 -
10/09
Contract New Hire Trainer (AARP Campaign-
Call Center)
. Delivered 4-week new-hire training to 60 new employees for AARP
Campaign in a call center environment
. Facilitated soft skills training classes as needed
. Conducted Train the Trainer session as needed.
Energy Future Holdings 03/09 -
06/09
Contract Business Continuity Analyst
. Evaluated the current business continuity procedures for compliance
with each business unit
. Completed various administrative functions such as bill pay; preparing
for think-tank meetings, etc.
Coinmach Corporations 04/08 - 03/09
Contract Training Specialist (Call Center Environment)
. Delivered new hire training for small call center environment (50
personnel)
. Conducted virtual training for field representatives (250 personnel) on a
monthly basis
. Created and facilitated sales training for call center level one sales
team.
. Developed and produced training procedures and training sessions from end
to end including (Time Managements, Communication, Leadership, Planning,
Organization, Giving and Receiving Feedback)
Training Folks, Inc. 02/07 -
02/08 Contract Training Professional (Client: Wachovia Bank)
. Conducted Coaching, Performance Management and Sales Training for mid-
level management/senior management Managed onsite training project
peripherals and personnel.
. Consulted with management and associates on performance situations that
require training intervention.
. Trained over 300 new employees and trainers on Wachovia's administrative
systems across the United States.
Keesha M. Williams page 3
Hotels.com 10/05 - 02/07
Senior Training Specialist - Global Supply Operations Division (Financial
Department)
. Managed training initiatives for the Supervisor group consisting of 12
Supervisors
. Developed and facilitated training sessions focused on Change Management,
Ergonomics, Relationship Strategies, business writing, public speaking,
telephone skills and customer service for department of 350 employees in
a call center environment
. Facilitated training program via in-house administrative system on the
AS400 platform
. Developed and delivered sales training for entry-level sale
representatives and sales trainers
. Developed partnerships with all levels of management to ensure continuity
of training initiatives
. Coached and counseled Supervisors regarding team building, leadership,
and team management
JPMorgan Chase Bank 7/04 - 10/05
Senior Securities Specialist/Department Trainer - Institutional Trust
Services
. Trained new specialist on trading desk procedures and job functionality
. Processed cash and non-cash securities transactions at a domestic
custodian on behalf of clients utilizing the Trust Accounting and
Security Movement systems
Fidelity Investments 2/01 - 7/04
Transfer of Assets Specialist - CSG Dallas
. Compiled financial information and processed journal entries
. Followed-up, analyzed and reconciled brokerage account transfers via
outbound telephone calls
. Research and adjusted journal entry discrepancies
Verizon Wireless 11/00 - 12/00
Training Coordinator (Call Center Environment)
. Facilitated training for both new hire and existing employees providing a
thorough understanding of customer service and wireless products in a
call center environment
. Delivered sale training to call center sales team
. Managed training and department personnel projects
. Provided coaching and counseling while managing classroom behavior
Staffing Services, Inc.
5/00 - 11/00
Contract Training Manager Clients: Wells Fargo and TIB (Call Center
Environment)
. Managed workflow for 35 temporary employees.
. Facilitated proof operations training for banking industry clients
utilizing the NCR proof machine
. Processed ACH files to the Federal Reserve bank and correspondent banks
. Reconciled discrepancies in correspondent bank accounts
. Researched and resolved computer software problems for in-house software
systems
Keesha M. Williams page 4
Pagemart, Inc. 6/94 -
5/98
Sales Training Coordinator (Call Center Environment)
. Conducted needs analysis
. Created, updated, and maintained training materials for internal employee
education
. Developed and managed training records for continuing professional
development
. Facilitated formalized adult-learning training modules which consisted of
customer service and sales techniques
National Service Center Trainer (Call Center Environment)
Senior Trainer on staff responsible for specialized management training and
sales development training
. Conducted Train the Trainer sessions for training team of seven trainers
which included: facilitation skills, classroom set-up and visual aid
development
. Conducted initial 4-week training of customer service representatives on
PageMart's administrative system for a call center environment
. Coach and trained all corporate levels in customer service on providing
more efficient service and conflict resolution
. Created, maintained and standardized customer service policies/procedures
and customer service training manuals
. Evaluated documentation provided by quality control team for action on
training issues/process
EDUCATION
Bachelor of Science in Organizational Management, Paul Quinn College
Dallas, TX
CERTIFICATION
Development Dimensions International (DDI)
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