Customer Service Human Resource

Janet L. White 978-***-**** *************@*****.***

** * ********** ****** ****, MA 01432

Profile

Financial Services Training Programs Exceptional Customer Service Business Growth

Value Added Services Risk Management Management Evaluation Human Resource

A dedicated business professional with a broad range of experience with in the financial services industry focused on management, customer service, training and human resource. Engaged participants in an effective manner to share new concepts using various adult learning concepts. Adept at managing multiple tasks, committed and motivated to working with all levels of management, to create an exceptional customer experience for business growth.

Training Competencies

Researched, wrote and trained on created materials for workshops

Ensured training was complete for all new hires as part of onboarding process

Provided management with written evaluations on new hires

Demonstrated strong written and verbal communiations skills

Comfortable engaging with team members at all levels within an oranization

Maintained a safe and fun working environment

Life long learner; enjoy learning new skills and taking on new challenges Professional Experience

Masy BioServices, Pepperell, MA September 2015 to November 2017 Corporate Trainer

Worked closely with the President and Human Resource Department in a GMP environment to build a new hire onboarding process. Managed all new hires to ensure completion of and complied with the necessary training according to our quality management department. Collaborated with managers to determine training gaps, then wrote, designed and trained programs as needed. Audience participation varied up to 35 attendees due to space. Tracking was completed manually. Accomplishments

Wrote and edited all training materials: examples - EQ Skills, Communicating, Supervisory Skills

Successfully developed an onboarding process for new hires

Participate in an HR Legal seminar and recruited as needed

Collaberation with management to determine skill gaps

Tracked participation manually

Audience varied up to maxium of 35 participants

Initiated Train the Trainer so departments were able to cross train with in their department

Santander Bank, Dorchester, MA 2005 to 2015

Assistant Vice President, Learning and Development Specialist IV Trained banking programs to all new hires and existing empolyees who worked in the branch banking network. Programs included: Business Banking, Business Development, Consumer Banking, Consumer Lending, Computer Systems, Policy and Procedures, sales, Teller Banking, Leadership & Coaching. Trained other initiatives as they came about throughout the year. Used and trained other co workers on LMS to ensure updates to audience, class locations and dates, class welcome letter, class directions and rosters were updated and closed out properly. Accomplishments

A lead trainer for the team of 8

Delivered programs most visible to upper management and customers

Trained outside bank for new sales programs rolled out to bank employees

Wrote evaluations on participants for management

Classroom audience usually 12 participants due to space limitations

Non classroom audience for non-technical training held up to 30 participants

Collaborated with design team and SME to ensure program flow and compliance

LMS used and trained

Sovereign Bank (accquired by Santander), Chelmsford, MA 1996 to 2005 Bank Officer, Assistant Manager

Worked in the branch banking network and handled customers face to face as well as managed the staff in manager's absence. This included opening accounts both consumer & business, processing and closing loan applications both consumer & business, developed new business leads for the office. Accomplishments

Oversight of branch operations

Prepared and closed home equity loans and lines of credit

Licensed to sell non-bank products

Prepared employee annual evaluations for management Bank of New England & Union National Bank 1984 to 1996 Customer Service Representative

Worked in various branch banking offices handling customer interactions. Responsibilities included processing customers' financial transactions, opening and closing accounts, taking consumer loan applications and closing loans for consumer customers. Accomplishments

Securely handled cash transactions for both consumer and business customers

Developed excellent customer service skills

Community Involvement

Saint Andrews Parish, Ayer MA

Nominated to the vestry committee to oversee the financial affairs and overall growth of the church in accordance with the Episcopal Dioceses of Massachusetts, 2018 – 2021. A member of Saint Andrews choir, since 2016.

Other Involvement

Pepperell School system

Helped with school functions as needed, 2000-2006. Education & Certificates

Framingham State University Bachelor of Arts Degree in Ecomonics ASTD Training Certificate Certifcate of Completion 2005

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