Customer Service Training
Resume:
FINANCIAL/TRAINING INDUSTRY PROFESSIONAL
Financial Industry: 19 years of experience as a strong performer in consumer/second mortgage loan underwriting, customer service, management, coaching, training, vendor management, user acceptance testing, database validation, project management and document management.
Training Industry: 8 years of experience in developing training programs based on the departmental needs and requirements, coordinating scheduling of training sessions, creating and updating training materials in accordance with the company’s policies and procedures.
Learning Management System (LMS) Implementation: Demonstrated success in implementing the company’s first LMS as a result of researching and selecting the LMS, proactively exploring and implementing enhancements that allowed for better utilization of the LMS, serving as the administrator and help desk support for the LMS for 4 years.
Skills
Training Facilitation
Training Coordination
Content Development
Willingness to Learn
Teamwork/Collaboration
Cross Functional
Microsoft Word
Microsoft PowerPoint
Microsoft Excel
Taleo Learn LMS
Adobe Acrobat Pro
Loan Underwriting
Leadership/Management
Project Management
Vendor Management
Document Management
Time Management
Business Analysis
Problem Solving
Critical Thinking
Detail Oriented
Organizational
Customer Service
Excellent Communication
Employment
Symmetry Financial Group: Insurance Broker October 2017 – Present
Passionately contacting warm leads to sell mortgage protection, critical illness & disability, life insurance, final expense and retirement protection products
State Farm: Agent Aspirant July 2016 – October 2017
Aspired to become an insurance agent with State Farm
Coastal Federal Credit Union: Document Management Coordinator November 2014 – July 2016
Managed all letters, notices, forms and disclosures that were accessed through the core operating and ancillary systems
Troubleshot issues related to document management and worked closely with the applicable business units and/or vendors to discover the most suitable resolutions
Served as the project manager for document requests received from the business units and/or vendors
Developed detailed requirements and designed templates for document requests
Performed testing for document requests in the test environment prior to implementation and in the production environment after the changes were implemented
Developed and submitted change event requests for the document requests to instruct the Information Technology department to implement the applicable changes into production
Coastal Federal Credit Union: Coordinator, Training Operations January 2011 – November 2014
Reduced the training registration error rate by 95% from 2011-2014 due to implementing the learning management system
Successfully implemented and served as the administrator for the company’s first learning management system
Troubleshot issues related to the learning management system and worked closely with vendors to discover the most suitable resolutions
Oversaw the business continuity plan for the Training Department and achieved 100% on the business continuity scorecard every year
Got selected by the Director, Business Transformation to serve as a database validation team lead and a user acceptance testing team lead for nine months in preparation for the company’s core operating and ancillary system enhancements project
Coordinated and scheduled the database validation and user acceptance testing sessions for the company’s core operating and ancillary system enhancements project
Coastal Federal Credit Union: Training Manager July 2004 – January 2011
Evaluated training requirements for each department by consulting with department managers
Designed training programs to facilitate meeting organizational goals
Estimated costs of training operations and subsequently managed them in accordance with the budget to ensure maximum return on investments
Determined potential of training program for future needs of organization
Designed and updated training materials in accordance with the company’s policies and procedures
Coordinated scheduling for training sessions
Researched new and latest techniques for possible inclusion into existing training process
Served as the business unit lead for researching and selecting the company’s learning management system
Managed and coached Training Department staff
Coastal Federal Credit Union: Senior Training Officer July 2003 – July 2004
Evaluated training requirements for each department by consulting with department managers
Designed training programs to facilitate meeting organizational goals
Estimated costs of training operations and subsequently managed them in accordance with the budget to ensure maximum return on investments
Determined potential of training program for future needs of organization
Designed and updated training materials in accordance with the company’s policies and procedures
Coordinated scheduling for training sessions
Coastal Federal Credit Union: Branch Manager October 2002 – July 2003
Underwrote and processed consumer loan applications
Closed consumer and second mortgage loans
Cross-sold products and services
Opened and maintained membership accounts
Oversaw teller and member service functions
Managed and coached branch staff
Coastal Federal Credit Union: Loan Officer May 1997 – October 2002
Underwrote and processed consumer loan applications
Closed consumer and second mortgage loans
Cross-sold products and services
Assisted branch personnel in absence of Branch Manager
Education
University of North Carolina at Greensboro Major: Bachelor of Science in Business Administration
GPA: 3.11, Dean’s List
North Carolina Certifications/Licenses
Notary Public Life Accident & Health or Sickness Property Casualty
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