Training Customer Service

Sheri Ethier

** **** ****** ********, ** *****

508-***-**** - ***********@*****.***

KNOWLEDGE, SKILLS, AND ABILITIES

Accomplished communications specialist with the proven ability to

create and deliver corporate communication plans and strategies.

Respected leadership member, with the ability to utilize outstanding

interpersonal and diversity related skills to effectively communicate

across all levels within an organization. Five plus years experience

in a fast paced communications environment which included creation of

multi level communications strategies and delivery, project

management, creation and delivery of training documents with

additional experience in training and facilitation of both new hire

employees and educational training to current employees.

Highly organized individual with proven reliability to work on

multiple projects with senior management and across an organization to

create successful communication models directed towards both internal

and external clients and employees. Previous experience with fast

paced, goal oriented communication plans, working with high value

clients and employees while creating positive company vision related

communication plans and executing deliverables within a fast paced

work environment. Multiple years experience with associate related

activity planning, rewards and recognition events and diversity

related training.

Areas of expertise:

. High volume communications and project management skills with

expertise in internal employee and external client communications

. Ability to work with diverse groups and create lasting

relationships across an enterprise

. Strategic planning and delivery of communication models and

associate centric events

. Excellent leadership skills: ability to create and deliver

positive company driven communication and training modules

PROFESSIONAL EXPERIENCE

2005-present

BANK OF AMERICA

GWIM Investment and Contact Center- Communications Team, AVP, Officer,

Communications Specialist II

. Responsible for the successful design and delivery of

communications for associate centric projects and

communication plans, including associate newsletters,

national corporate communications, site specific leadership

communications and associate centric recognition and

rewards programs

. Local representative of the Communications team for Premier

site. Responsible for creating and sustaining local

communication plans as directed by local Site Executives

with additional responsibilities including national project

planning and communication execution across web based

models

. Responsible for planning and execution of multiple

associate and leadership centric recognition and reward

events, including quarterly and yearly events, both onsite

and offsite

. Communication support (including projects, communication

plans and execution) of national communication projects,

aligning to Hoshin plans, vision and goals (both associate

and client centric)

. Implementation of national visual and web based management

programs nationally and locally. Updates to visuals and web

based programs provided on a daily, weekly and quarterly

basis, as needed.

. Successful deployment of all Associate Survey related

planning groups, feedback sessions and leadership forums.

Maintain organizational tool to support survey tracking and

updated associate newsletters and communications based on

session requirements

. Leading and facilitating local Associate Delight,

Recognition and Diversity action planning teams

. Leading and facilitating merger/transition related

communications and business review documents

. Support of GWIM business partners and projects as aligned

to Bank of America's Hoshin plan

. Drafting and executing site communication plan- yearly,

working document focusing on the needs of the Premier

Executive Leadership members as designed to communicate to

associates and clients via internal and external

communication venues.

2004 -

2005

BANK OF AMERICA

Premier Relationship Center- Senior Level Consumer Specialist

. Effectively assessed and delivered client delight through

bank and application service while communicating with both

client and support staff

. Created and sustained client relationships with Premier

Banking through internal sales models and organic growth as

well as external marketing approaches as needed

. Worked as part of team designed to create new relationships

with the bank, selling relationship products and expanding

existing relationships (outbound calling for client manager

success)

. Completed rotation within Premier Relationship Center as

Communication Specialist. Worked with various team members

to create, edit and produce communications to the Lincoln,

RI site.

. Responsible for updates to associate communications within

Premier based-site, including associate recognition and

national reward programs

. Obtained position with Middle Office in PRC to effectively

respond to direct requests from client managers via

electronic channels. Act as liaison between client manager

and back office departments to effectively communicate

requests.

. Maintain high scores for quality of work while exceeding

required productivity measures on a continuous basis.

2003-

200

4

Bank of America

New Hire Facilitator/Training Specialist II

. Supported the training and enrollment of new hire

associates throughout the new hire program

. Successfully managed 25-30 associates for 8-12 week

periods, creating relationship with the intended hiring

team and LOB throughout training process

. Responsibilities included

o Successful management of all associates in training

program, successful transition of new hire associates to

the Bank of America LOB

o Management of all Bank of America standards while within

program including attendance, Code of Ethics and all

compliance related materials and training

o Managing, reporting and execution on all associate

recognition activities while in the training areas

o Sustainment, creation and updating of all training

materials

o Responsible for associate learning through new hire program

into retail gate, specialty training included Loan Line,

Online Banking and Sales Team programs

BANK OF AMERICA (formerly FleetBoston Financial)

2001- 2002

Account Opening Specialist

Reviewed applications for accuracy and completeness; opened bank products.

Ensured compliance with all corporate policies and procedures, including

Know Your Customer (KYC) and Legal components. Responsible for training of

new staff and delivering on time specific objectives.

. Consistently maintained a very low error rate.

. Responsible for creation and delivery of interoffice

programs and training, worked along with senior level

management to ensure all program deliverables met.

Fleet National Bank,

2000 - 2001

Training Specialist Level I,

Telephone Banking

Worked within Fleet Bank's Training and Communication's department to

Facilitate entry-level training classes for new hires to Fleet's Telephone

Banking customer service specialists.

. Successfully delivered consecutive 6 week programs to new

hire associates

. Managed, maintained classes of up to 25 associates per

unit, responsible for delivering learning as described

within new hire curriculum

. Delivered and facilitated specialty courses and

informational sessions

. Demonstrated proven ability to work independently with

minimal supervision.

Fleet National Bank, Worcester, MA

1997 - 2000

Telephone Banking

Delivered top-quality sales and customer-support efforts.

. Maintained high level quality scores while delivering

appropriate client resolution

. Obtained rotational position as Team Lead and Senior

Specialist for 6 month period

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