Customer Service Sales

Julia Jacqueline Jones

***- *** - **** ***********@*******.*** Jersey

City, New Jersey

SUMMARY

Training and coaching professional with extensive expertise in all aspects

of the learning experience from design to delivery. Equally skilled

presenting technical or soft skills to a diverse population from entry

level to management. Master trainer who demonstrates the dynamics of

facilitation in clinical and corporate environments.

EXPERIENCE

Santander Bank, (Formerly Sovereign Bank) Newark, New Jersey

2013 - 2014

Contract Learning & Development Facilitator: May - March

. Trained new-hire tellers on systems, procedures, BSA compliance and

cash management

AMN Healthcare/Nurse Choice, West Reading, Pennsylvania

2013

Epic Go-Live Consultant for Stork: January - February

. Go-Live elbow support for Stork Clinicians at Reading Health System

NYU Langone Medical Center, New York, New York

Epic Credentialed Trainer - Inpatient Nurse/ClinDoc & Stork: July -

December 2012

. Achieved Credential Trainer status for ClinDoc and Stork during the

first round with high scores; demonstrating comprehensive knowledge of

the applications, workflows and system configuration

. Trained Super-users, Managers and End-users for two major hospitals:

NYU Langone Medical Center and Hospital for Joint Diseases

. Trained nurses on application from admission through discharge

. Selected for several special projects which include: pilot

presentation for analyst review, Just-In-Time instructor-led training

class for post go-live group and special one-on-one Respiratory

Therapy course

. Developed training materials, edited lesson plans and tested workflow

scripts

TD Bank, (Formerly Commerce Bank), South Plainfield, New Jersey

Training Instructor II, AVP: April - January

2005 - 2012

. Facilitated high-energy, multimedia Orientation program noted for

audience participation

. Presented Sales course to customer service representatives and Sales

Coaching course to managers

. Selected by audition process to be first to rollout sales initiatives

to the Central Jersey market & NYC

. Incorporating blended learning, trained over 500 new-hire

tellers/customer service representatives on customer service and

systems

. Taught classroom management/adult learning techniques for the

Education Certification program

. Facilitated the Mentoring Fundamentals course

. Delivered post merger systems training to managers, customer service

representatives and tellers

. Skilled in Virtual Facilitation; Conducted Webinars using Adobe

Connect

. Critiqued eLearning module; proofread/copyedited Integration and Sales

training mat erials

. Trained the Trainer for colleagues and contract trainers

Julia Jacqueline Jones

page 2

201- 432 - 6272

JP Morgan Chase, Hudson United Bank, Del Monte, The Provident Bank, First

Union

Freelance - Contract Trainer/Customer Service Consultant/Writing Consultant

1993 - 2004

. Delivered customer service, commercial loans & DDA training to newly

merged Call Center staff

. Trained experienced and management-level tellers on system conversion;

managed conversion issues

. Edited scientific report for Meow Mix/Del Monte

. Acted as customer service liaison between Digital Company technicians

and clients

. Trained new-hire tellers on systems, procedures, cash management and

product knowledge

ADDITIONAL EXPERIENCE

Guy Carpenter & Company, Inc., New York, New York

Training and Development Specialist

. Using ADDIE model, developed training curriculum for the newly created

Human Resources Department

. Designed/presented Time Management and Business Writing workshops

. Customized/presented Interviewing Skills and Telephone Skills

workshops

. Wrote Presentation Guidelines booklet

. Videotaped and coached Claims Department managers for special project

to enhance sales team delivery

. Partnered with a vendor to create graphic guidelines specific to Guy

Carpenter business presentations, ensuring branding uniformity

. Acted as internal consultant; made recommendations that increased

productivity either individually or departmentally

Marsh & McLennan

Trainer

. Managed/conducted hands-on training of insurance systems programs for

employees at branch sites

Kean College

Writing Instructor

Hillsborough High School

English Teacher

EDUCATION

Edinboro University, Edinboro, Pennsylvania

English Master of Arts Graduate Assistant

English Bachelor of Arts Dean's List

Teaching Certification PA/NJ Dean's List

PROFESSIONAL TRAINING

Kean College, Training and Development

University of Michigan, Instructional Design Workshop

College of Insurance, Introductory Course

Contact this candidate