Customer Service Training

Jonathan E. Hodgkin

**** *** ***** ****, ***** Barbara, CA 93105 – 805-***-**** – ***.*******@*****.***

SUMMARY

• Accomplished internal training consultant to multiple departments, identifying and meeting

training needs during times of intense organizational change.

• 10 years’ experience in curriculum design/development and delivery.

• 7 years specializing in developing and delivering training for new and existing

applications/systems

• Collaborative work style with a strong service orientation and focus on effective and respectful

interactions with customers.

• Specialized in developing and delivering customer service training for both external and

internal customers.

CORE COMPETENCIES

Adult learning theory Instructional design Curriculum development

Webinar design e-learning script development Writing protocols/procedures

Project management People management Leadership

Facilitator/Trainer Training consultant Customer service consulting

PROFESSIONAL HISTORY AND SELECTED HIGHLIGHTS

Union Bank / Santa Barbara Bank & Trust (SBB&T) April 2005-December 2013

Various positions described below

Union Bank November 2013-December 2013

Independent Training Consultant, Residential Lending Sales

Develop specialized compliance training for Mortgage Consultants (Sales), for both Webinar and e-

Learning delivery channels.

Union Bank May 2013-October 2013

Training Consultant, Residential Lending Operations

Develop and deliver instruction to Residential Lending Operations personnel in the use of new

software application(s) purchased and uniquely customized by the company.

• Work with subject-matter-experts and business process teams to understand how the new

software supports the business and how to best combine business process and software

procedures into comprehensive learning experience.

• Instruction include: in-classroom, web-conference sessions, and special “one-off” training for

multiple ancillary support groups.

• Trained diverse audiences and job functions. Traveled up to 75% of the time.

Santa Barbara Bank & Trust (SBBT)/Union Bank April 2012-May 2013

Customer Contact Center (CCC) Trainer

Create and deliver training programs to ensure primary functions of the call center are fully staffed and

effective during a time of intense organizational change due to a business merger. Train all Customer

Contact Center staff for the integration. Provide them with the tools and knowledge required to

successfully support customers through the transition up to and beyond Customer Day One.

• Quickly learned and mastered Union Bank’s call center application software and financial concepts

(fewer than 14 days) to develop and deliver training content, presentations, and other job-aids that

clearly communicated the key messages for the SBB&T call center audience.

• Designed system/application training for 64 people to support the call center’s transition from

Santa Barbara Bank & Trust to Union Bank.

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• Developed training plan that taught people while they performed their “current” jobs. This enabled

Union Bank to meet its customer retention goals after the merger was complete.

• Managed department’s training needs during a downsizing phase. Coordinated editing,

production, and delivery of materials including quality control activities to assure the accuracy and

adequacy of each training program, including a pilot and final review. Editing for compliance with

all applicable specifications and standards.

Santa Barbara Bank & Trust August 2011-April 2012

Enterprise Instructor: Core Conversion Team

Strategic partner and training consultant, to multiple departments, to meet training needs during a time

of intense change.

• Conducted a company-wide Training Needs Analysis to document each department’s training

requirements in preparation for a system conversion.

• Proactively cooperated with various departments and managers to help prepare them for the

upcoming SBB&T core system conversion. Provided guidance and support to managers to

develop their own training plans for their departments.

• Worked under tight timelines to create and deliver conversion training for all customer-facing staff

in retail offices and call center.

Santa Barbara Bank & Trust April 2007-August 2011

e-Banking Customer Service Supervisor

Responsible for the development and delivery of all new department training programs. Managed, led,

mentored, and coached a call center team of up to 12 people. Co-managed a call center and worked

on special projects as needed.

• Developed and trained all department new hires in a progressive, three-phase Customer

Service New Hiring Training Program, resulting in competent staff and increased customer

satisfaction. Training program consisted of both basic and advanced core competencies, along

with a mentoring program, thus creating agents that can handle all customer-related issues.

• Developed department protocols with step-by-step procedures and related training material

that unified and standardized the way the department did business and created a seamless

process that allowed any staff member to step in at any time.

• Conduct training needs assessment to identify performance gaps.

• Develop and deliver “refresher training” based on training needs assessment and other

reports.

Santa Barbara Bank & Trust June 2006-April 2007

Enterprise Instructor

• Delivered 2-week New Hire Training on policy, procedure, customer service skills, sales, and

various specialized software applications/systems.

• Documented the New Hire Training Program.

Santa Barbara Aquatics September 2004 - Present

SCUBA Instructor

• Certified over 300+ students through UCSB’s Adventure & Rec Program.

• Teach SSI Open Water SCUBA Certification Course in keeping with all safety standards and

guidelines.

EDUCATION

BS in Aquatic Biology University of California, Santa Barbara

ADDITIONAL PROFESSIONAL TRAINING

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Leading People through Change, Successful Solutions for Unacceptable Behavior, How to Supervise

People, Dealing with Difficult People, Managing Emotions Under Pressure, Coaching Effectiveness

SOFTWARE PROFICIENCIES

Proficient in: MS Office Suite, WebEx, Snagit

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