Project Manager Customer Service

Jennifer Fournier

Email: *************@*****.***

SUMMARY OF QUALIFICATIONS

As a highly motivated and productive professional in training and human

resource department I quickly and thoroughly gain expertise in a particular

field and integrate new information as it develops. Successful in gaining

the trust of internal and external clients by creating an inclusive

environment for ideas to be expressed and adept at combing critical

analysis with imagination and innovation. I am a persuasive communicator

in verbal and written forums, team player, self-directed, forward thinking

and marshaling available resources in order to achieve goals.

PROFESSIONAL EXPERIENCE

Kairos Consulting Worldwide, LLC

February 2010 to present

Independent Facilitator

Currently on the PNC Bank project as a trainer for their business as usual

classes on platform and consumer lending products and systems use of

Genesis which incorporates the PNC sales strategy. Project initially

started as the integration of National City Bank to PNC Bank. This project

has allowed me to utilize my ability to integrate new information as it

develops.

. Train on Genesis platform/lending system

. Compliance training for lending and new account openings

. Sales training for both platform and consumer lending

. Facilitated new employee orientation

Challenger, Gray and Christmas

March 2009 - Jan 2010

Post Counselor Trainer

Provided feedback to clients by assisting them in their job search by

having them focus on what skills they have to bring to company; along with

focusing on what company/organization is a good fit for their talents. I

was also responsible for reviewing and approving Traveling Counselors

documents they created with their clients. Working this position I used my

organizational skills to balance and to meet tight deadlines for the

different clients and traveling counselors.

. Reviewed and approved interview program documents on a daily basis.

. Submitted weekly report to management with recommendations given to

Traveling Counselors.

. Provided Quality Assurance for internal counselor notes with

recommendations on how to improve notes entry.

Jennifer Fournier - page 2

LaSalle Bank/ABN AMRO April

1997 - July 2007

Senior Training Consultant/Officer

I was responsible for the coordination of diversity and inclusion programs

for the entire organization, which included the certifying of trainers to

deliver workshops and the approval of training material for class on online

learning. Worked with the executive team and all levels of management to

create diversity and inclusion plans that were integrated into

organizational goals and how they could be achieved. I provided coaching

to managers and supervisors in the area of soft skills of management by

providing in classroom facilitation and eLearning programs. Also provide

support to new and existing employees in the area of career and personal

development using tools to create personal and professional plans.

. Facilitated Managing Inclusion seminars to Executive and Senior level

managers.

. Project manager for Diversity and Managing Inclusion Seminars for

1,700 Executive through Middle Management Officers. Delivered project

on time and in budget of $1,000,000.

. Trained and coached career development course to entry level and

middle management employees.

. Managed and coached Training Coordinators on Corporate Learning Team.

. Facilitated courses within a supervisory curriculum to 200 new

managers per year.

. Responsible for new hire orientation and training programs for 2,000

employees per year.

. Designed and updated courses within a supervisory curriculum.

. Managed a $2,000,000 budget for training programs and learning center

day-to-day operations.

. Participated in strategic planning sessions as a part of human

resources in the area of talent development for corporate growth.

. HR Employee Relations in the area of diversity.

Training Consultant/Officer April

1997 - July 2007

Responsible for managing a training center that was designed for teller and

banker training this also include ensuring computers were functioning and

installed with up-to-date software. I trained new hire tellers and

existing tellers on transactions and customer service along with managing

the training calendar for individual training on Microsoft Office and Lotus

Notes. As a Project Manager work on several projects such as compliance,

creating and updating banker curriculum, created/subject matter expert for

online mortgage training. With each project defined the scope and

definition of each so that deadlines where met and courses were delivered.

. Trained mortgage class in Illinois, Indiana and Michigan

. Project Manager for eLearning and classroom mortgage course in

Illinois, Indiana and Michigan.

. Designed training material eLearning/workbooks for mortgage and

business banking courses.

. Managed and facilitated Teller Training 5-day course, combination of

technical and sales.

Jennifer Fournier - page 3

. Prepared trainee evaluations summarizing strengths and weaknesses

during 5-day training for management review.

. Prepared monthly training report for senior management review.

. Managed learning site, which included budget and all computer labs on

location.

Relationship Banker

April 1997 - July 2007

I was responsible for providing customer service to new and existing

customers in person and on the phone. I also assisted branch manager with

business development by opening and monitoring accounts, following up on

special request and completing referral process to other departments.

. Assisted branch manager in the day-to-day operations of the branch.

. Serviced new and existing bank customer's accounts and financial

requests.

. Referred clients to proper departments for special services and

products.

. Researched and tested teller/banker software.

. Facilitated teller/banker 2-day training class combination technical

and sales.

First Northwest Bank, Arlington Heights

February 1995 - March 1997

Executive Administrative Assistant

. Managed CEO's and Presidents calendars.

. Prepared monthly Board of Directors minutes and assembled prior

monthly meeting packets.

. Maintained and tracked attendance records and reports.

. Handled incoming calls and mail.

. Supported bankers and tellers with customers with opening and

processing transactions.

VOLUNTEER SERVICE

. Lyc e Fran ais de Chicago: Secretary of Parents Association, Member of

the Fall Market Fundraising Committee

. St. Josephinum Academy: Tutor

CERTIFICATIONS

. Global Novations- Managing Inclusion and Appreciating Differences

Facilitation

. BlessingWhite Inc.- Managing Personal Growth

Jennifer Fournier - page 4

COMPUTER SKILLS

. Windows 2000: Microsoft Word, Vista, XP, Excel, PowerPoint, Access

. WebEx, LiveMeetings;

. Lotus Notes, Lotus QuickPlace; Internet Explorer, Microsoft Outlook

EDUCATION

Bachelor of Arts, English Literature, University of Iowa, Iowa City, IA

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