Training Customer Service
Resume:
Melvina R. Hudson
Bessemer, AL 35022
Home 205-***-****
Mobile 602-***-****
Email ***********@***.***
Executive Summary
Over 27 years of Sales, Collections, Customer Service, Corporate Management, Training and
Development experience
Expertise in:
Operation Management,,Training Development, Employee Relations
Overall Banking Operations, Six Sigma Projects
High School and College Facilitation Training, Property Management
The Training Associates 02/2012-11/2012 Boston, MA
Technology Training Consultant
Morgan Stanley/Smith Barney
Evaluated training material prepared by the Client, such as outlines, textbooks and handouts
Coordinated schedules, conducted business and system training for current employees
Prepared budget reports to justify expenditures
Organized and developed training manuals and guides of course material such as handouts and
visual materials
Identified and assessed training needs of staff by conferring with managers and supervisors with
feedback from the classroom training surveys
Produced training material for in-house courses as appropriate
Facilitated the execution of training plans
Acted as a support to field questions and issues from staff related to the business
Senior Lead supporting training coverage for the client
Assigned to different locations in the US to provide technology training to Investment Brokers
and Wealth Management Services
Discovery Alabama at the Watermark Place 08/2011-03/2012 Bessemer, Al
Property Manager/Event Coordinator for Outlet Mall
Maintained 41 stores/sales/rentals
Prepared all financial reports including tax records
Directed and facilitated the billing and collection of all rental fees and incoming cash flow
Collected on bad/debts and notifications and issued warrants with support of the law enforcement
Approved and submitted all purchase orders and invoices
Develop business plans and direct special projects
Devise marketing plans; develop promotions, marketing campaigns and special events
Partner with industry vendors to establish a working network
Establish and maintain positive community relations
Review, edited and create lease agreements
Managed lease terms and agreements with all tenants
Handled all advertising, facility and kitchen management
Supervised staff
Office Operations/Duties/
Wachovia -Wells Fargo Bank 08/04/2010-02/09/2011 Homewood, Al
Business Training Consultant
Evaluated training material prepared by Instructors, such as outlines, textbooks and handouts
Coordinated schedules, conducted business and technical training for new hires and current
employees
Monitored training costs to ensure budget is not exceeded
Prepared budget reports to justify expenditures
Organized and developed training manuals and guides of course material such as handouts and
visual materials
Selected and assigned Instructors to conduct training material
Identified and assessed training needs of staff by conferring with managers and supervisors and
feedback from the classroom training surveys
Produced training material for in-house courses as appropriate
Facilitated the execution of training plans
Acted as a support to field questions and issues from staff related to the business
Regions Financial Services 1 2/2006 - 10/2009 Hoover, Al
Training Specialist
Served as a mentor to all new coming Management Staff
Created a wide range of training programs with emphasis on new hire training
Evaluated trainees’ performances and accurately identified areas of opportunities
Maintained platform skills as professional demeanor and class facilitation techniques
Created an open dialogue and a communication site for training and the business
Monitored and observed work to determine post training development needs
Communicated with supervisors, managers, and direct reports of specific training needs
Developed strategic plans and implemented new tools to improve employees’ performances
Respond to questions regarding recruiting and staffing processes, personnel information, and
interpretation of HR policies and procedures.
BSA/AML Compliance Coordinator (Bank Secrecy Act/Anti-Money Laundering)
Consumer Banking Specialist
Collected on Charged off accounts (Checking, Savings, loans and mortgages)
Conducted skip-tracing to locate customers (People Locators)
Negotiated payment arrangements and settlements to increase recoveries of the charge-off
accounts
Determined the referral of files for law suits vs. collection agencies
Researched and resolved customer complaints
Located and utilized repossession agencies to recover and secure banks’ collaterals
Ordered credit reports to validate income vs. debts
Ascension Recovery 02/2006-08/2006 Trussville, Al
Office Manager
Designed and implemented training solutions to increase repossession rates
Facilitated new hire training classes and the continuous training of all field agents
Created weekly strategies of improving repossession percentages
Provided CEO, Sir Office Manager and all clients with files performances
Monitored and maintained clear communication to build relationships and increase clientele
Knowledge of the bankruptcy and other repossession laws and practices
Handled all staff attendance and performance issues
Maintained accurate staff files
JPMorgan Chase 01/1989-11/200 AZ & NY
Collections Trainer-Facilitator/Transition Supervisor
Created a wide range of training programs with emphasis on new-hire training
Evaluate trainees' performance and accurately identifying opportunities
Maintain platform skills as professional demeanor, class facilitation techniques
Monitor and observe work functions to determine post training development needs
Provided teams with specific training on an as needed basis
Worked with the immediate supervisors, direct reports, trainees, and team managers
Assess developmental needs, develop lesson plans outlining learning objectives
Develop strategic plans and implemented tools to improve employee performance
Collections Training/Transition Supervisor/Senior Collections Associate
Manage staff and delinquency volume to achieve specific performance and staffing goals.
Knowledge of call center technology (e.g., Mosaix auto dialer, Lucent switches) and work with
the User Support Group to ensure the most efficient and effective use of technology.
Recruit, train, develop, and manage the performance of 30 to 40 employee
Build and maintain a network in Collections at the Tempe site and cross all other sites
Worked with peers to ensure consistency across the training/transition lab
Ensured that the operation is in compliance with established policies and procedures.
Implemented and monitored key controls and manage appropriate operational risks.
New York Guardian Mortgage Bank & Co. 03/86-01/89 Garden City, NY
Office Book-keeper & Cash Letter Adjustor
Retail Branch Experience
Reconciliation of Customers Checking and Savings Account
Proofing of Tellers Daily Transactions
Cold Calling and Cross Selling Banking Products
Proofing of Bank's Daily Transactions
Assisting with Opening and Closing of Bank Vaults
reviewing high profile business accounts
Mortgage Experience (Reviewing Docs for closing)
COMMUNITY PARTICIPATION
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