Donna Ferraro

** * ***** *** *****, NY - 631-***-**** – ad31ce@r.postjobfree.com

Innovative and resourceful Learning and Development Professional with extensive experience leading the development and delivery of effective, engaging, enjoyable training with motivational learning in today’s industry. Proven talent for guiding new and existing employees to achieve success in customer-facing and management roles. Skilled in leading change management strategy to onboard and transition new team members. Consistently deliver quality classroom and virtual training in line with organization’s goals, initiatives, brand, culture, and values. Can identify trends for improvement with the ability to break down complex concepts into easy-to-understand, actionable steps.

Areas of Expertise include:

Bank Back Office Operations

Communication

Six Sigma Protocol

Regulatory Compliance

Change Management

Needs Assessment

Facilitation/Training

Customer Service

Attention to Detail

Technologies:

Coaching & Development

Relationship Building

Reliability

Problem Resolution

Sales

Product Management

Banking

Microsoft Office Suite

WebEx

Adobe Connect

Microsoft Teams

Google Meet

Zoom

Skype

Salesforce

Multiple LMS applications

Multiple Platform applications

Multiple Sales applications

Multiple Remote Capture Teller applications

Experience & Notable Contributions

PNC Bank (Eileen Claman, Inc. Contractor) - May 2021 to June 2023

Training Specialist II (REMOTE CONTRACTOR)

Delivered New Hire Onboarding Orientation for new and newly acquisitioned BBVA, USA Branch Sales Managers, Teller Leads, Universal Bankers, Tellers and Call Center Representatives (CCRs) via WebEx and Microsoft Teams Virtual Platforms throughout the Country.

Delivered four days of Banker and four days of Teller virtual training to new and existing employees as well as a one-day Teller Advanced class. Prepared Learners to be proficient in teller and banker functionalities, including performing due diligence in mitigating Financial Center’s risk, adhering to policies, compliance, banking regulations, customer service, procedures and end-of-day standard operations procedures (SOPs). Worked closely with Branch Management to provide input and communicate employee progress in training by creating behavioral performance feedback, coaching and development positive and corrective feedback which includes areas of improvement, so that managers will be able to efficiently gauge and benchmark their new talent professional growth.

Delivered merger specific system and procedure training for new and existing BBVA employees throughout the PNC acquisition. Created multiple job aids in an easy-to-understand format to aid learners in joining virtual training sessions and to understand their specific role- based training agenda by understanding how to use and interpret their specific learning curriculum.

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Jovia Financial (Eileen Claman, Inc. Contractor) – Jan 2020 to Dec 2020

Process Administrator

Assisted in redesigned teller training curriculum, created multiple job aids to improve performance and inspire employee engagement. Scheduled instructor led training to staff members. Research and pull compliance and audit reports as needed to ensure banking regulatory requirements are met.

Sterling National Bank (Eileen Claman, Inc. Contractor) - Jan 2019 to Dec 2019

Facilitator and Process Administrator

Trained newly hired teller staff using adult learning principles to ensure transactions were processed accurately and efficiently. Ensured staff knowledge of banking procedures and mandatory compliance regulations, identify learning gaps. Redesigned teller training curriculum to improve performance and inspire employee engagement. Scheduled instructor led training, virtual training and mandatory compliance training to all staff members. Formalized a process for training and troubleshooting requests. Researched and pulled compliance and audit reports as needed to ensure banking regulatory requirements are met. Utilized Virtual Software systems GoToMeeting, Teams, and Zoom to deliver various training modules.

NEW YORK COMMUNITY BANK – 2016 to 2019

BRANCH OPERATIONS COORDINATOR

Provided daily operational assistance in accordance with the guidelines and objectives set forth by the bank, working closely with Branch Manager and Assistant Branch Manager to provide input in fulfilling the day-to-day requirements to continually improve branch performance. Monitored and facilitated all monetary transactions in accordance with requirements.

Oversaw Financial Services Associates in the performance of their duties while providing operational guidance and instruction. Communicated and implemented branch policies and procedures. Provided training and guidance to staff to ensure transactions and account opening and services were processed accurately and efficiently, using in-depth policy and procedural knowledge along with adult learning principles. Conducted daily and weekly operations, sales, and service meetings and de-briefing sessions in accordance with bank operational standards.

CAPITAL ONE BANK - 1999 to 2015

Principal Associate Trainer III / Assistant Vice President (2003 to 2015)

Fifteen years’ experience in new hire orientation, teller, and banker training. Spearheaded the training of several thousand new and existing employees in 1000+ branches throughout the United States by researching and designing engaging training programs for classroom and virtual training, leveraging a fun, creative approach to engage staff at all levels. Guided the skill and knowledge development of employees with diverse learning styles through carefully planned courses and materials addressing a range of learning needs and abilities. Aligned training program outcomes with the bank’s priorities and goals, simultaneously embedding the values of the Capital One brand.

Facilitated the implementation of new policies and procedures, including the transitioning of employees after mergers and acquisitions, through positive and effective communication. Drove nationwide consistency by devising and delivering train-the-trainer programs. Motivated employees’ interest and engagement in professional development through the skillful leveraging of a variety of coaching methods.

Ensured adherence with strict regulatory standards, bank policies, and risk controls through rigorous review of training and coaching methodology and materials. Leveraged cross-discipline talents in needs analysis, troubleshooting, and problem resolution to create, refine, and improve training and coaching programs. Utilized Virtual Software systems WebEx and Adobe Connect.

NORTHFORK BANK / RELIANCE BANK - 1999 to 2003

Bank Teller / Trainer / Customer Service Representative

Worked as a bank teller for one year with Reliance Bank, until Northfork Bank acquired Reliance in 2000. Worked as a teller, as well as a trainer, providing training to new hire tellers, platform, and customer service staff.

Contributions & Process Development

Recognized with a Process Excellence Award for collaborating in the design and implementation of Six Sigma processes as a Subject Matter Expert (SME).

Achieved exceptional learning gains by pairing a focus on bottom-line results with total awareness, engagement, and accountability to ensure consistent qualitative excellence.

Education & Training

Undergraduate Coursework SUFFOLK COUNTY COMMUNITY COLLEGE

Fred Pryor Training:

oCoaching: Giving Feedback

oHow to Communicate with Tact and Professionalism

oTeam Building: Mentoring and Coaching Skills for Managers and Supervisors

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