Ike A. De Guzman
Astoria, NY *****
Cell: 718-***-**** e-Mail: email@example.com
A highly skilled Training & Development, and Instructional Design professional with a successful track record and more than 25 years of experience in designing, developing and implementing employee training & development programs, project management, setting performance metrics, evaluating productivity, and ensuring employees have the requisite skills and knowledge to accomplish the organization's strategic and business objectives.
Focused on ensuring close alignment with the company’s core strategies and long-term organizational objectives, while leveraging Training & Development as an investment, targeting improved efficiency, competitiveness, and revenues.
A proven leader, has deep functional knowledge of the various aspects of sales, compliance, and operations training and development including adult learning theories, instructional design, program development, project management, program implementation and content delivery developed through experiences with large to mid-market companies primarily in the Insurance, Retail Banking, Automotive Retail, and Food Services industries.
AREAS OF EXPERTISE:
Financial Industry focused Instructional Design
Industry-leading Customized Training & Development Programs
Various instructional techniques including Online and Instructor-led training sessions
Training manuals, online learning modules, and course materials
eLearning and Technology-based tools (i.e. Captivate, Articulate 360, Confluence)
Successfully provided customized training and development programs to major clients such as N26 Bank, Chase Bank, Citibank, New York Life Insurance Company, Guardian Life Insurance Company, Deloitte Consulting, St. John’s University, POHS Institute, and other mid to small market organizations.
Effectively created and implemented a process change initiative for Park Avenue Securities, streamlining the application intake process and simultaneously reducing account creation errors resulting in a 75% reduction of Not In Good Order (NIGO) trades.
N26 Bank, New York, NY
Learning and Development Instructional Designer 2019 - 2020
Designed, developed, and maintained Knowledge Base (KB) and Support Center content for N26 Inc., a German start-up neo bank, covering product and process information, systems training, and proprietary software training. Worked in collaboration with various departments and Subject Matter Experts (SMEs) to create training programs for the off-site Customer Support Team.
●Created numerous KB articles on new products, features, and processes for the Customer Support Team to ensure they get information quickly and accurately to resolve customer issues expeditiously, thereby, enhancing customer satisfaction.
●Conducted virtual instructor-led sessions for the off-site Customer Support Team to train them on new products, processes and procedures.
●Authored and updated Quick Texts (QTs) for use as responses by the Customer Support Team to respond to customer chat and email inquiries. Updated the QT Quick Reference Table in the KB and Salesforce with the same.
●Developed and updated Customer Support Training programs to introduce new products, processes and functionalities, and skills to the Customer Support Team.
●Restructured the existing KB articles to make data retrieval by customer support representatives more efficient and, thus, lowering contact dwell time.
●Created a system to facilitate information gathering necessary to update the KB and Support Center website, to ensure their accuracy.
Resource Development & Instructional Design Consultant New York, NY 2015 – Present
Independent consultant specializing in designing, developing, implementing, and delivering training programs and course content for client firms. Created engaging learning experiences through a variety of methods such as: synchronous and asynchronous learning, Instructor-led training, Virtual Instructor-led training one-on-one coaching and drill and repetition. This development work was based on an analysis of business stakeholders’ needs, and was completed in partnership with Subject Matter Experts (SMEs) using adult learning theories, ADDIE methodology, and AGILE Instructional Design. Subjects ranged from: Continuing Education (CE) courses, Pre-license Training, Onboarding, Compliance, Information Technology (IT) training, and Sales and Leadership Development. The target audiences were varied as well, from retail to institutional clients.
The training program and course creation development process included the creation of templates, storyboards, scripts, activities, workbooks, eLearning modules, and assessments.
Managed the development life cycle of training initiatives, from conception, to implementation, to follow up and beyond. Duties included vendor search, evaluation, and management. Liaised with SME and IT teams to provide timely, accurate and relevant information, in order to implement the aforementioned training on schedule and on budget.
●Reduced a client’s Life, Accident and Health Pre-Licensing textbook costs by 70% while simultaneously increasing the course’s pass rate by authoring a proprietary textbook.
●Increased a client school’s market share by enabling it to provide CE services to insurance agents and financial services organizations nationwide through the development of multi-state approved CE self-study courses. Liaised with SMEs, editors, and State officials to ensure these courses met individual State requirements for CE approval, and met timelines for publication of their corresponding texts books and other course materials.
●Increased financial planning literacy in high schools by creating and delivering a summer intensive Life, Accident and Health Insurance literacy course for high school teachers from across the country.
●Reduced product/regulation development time and associated costs for foreign insurance companies and Insurance Commissions by conducting benchmarking workshops of the US Insurance Markets.
Guardian Life Insurance Company of America, New York, NY 1999 – 2015
Agency, Leadership and Practice Development Department
Individual Markets Product Center
Training Program Developer / Management Development Specialist
Designed, developed, and maintained eLearning content covering systems training, proprietary software training, compliance, sales training, and business strategies. Created courses for both Headquarters and Field Agencies, in collaboration with the project managers, directors, and SMEs.
Areas of expertise include curriculum design, development and implementation; as well as vendor evaluation, selection and management.
Produced blended training and development programs based on adult learning theories and AGILE Instructional Design methodology, based on careful analysis of performance benchmarks, which resulted in increased productivity in the areas of sales and agent recruiting.
Served as Project Manager overseeing the entire development process of various training programs and workshops of the Department to ensure their timely completion.
●Led an IT team which restructured and maintained a benchmarking system to measure the performance effectiveness of the Sales Managers (SMs). Using data from the benchmark, formulated and implemented a standardized curriculum for Middle Management training and development, which in turn increased the leadership skills of the SMs and ultimately improved the performance of their sales teams as a whole.
●Increased the number of internal SM appointments to over 50% through the creation, implementation, and administration of the Guardian Leadership Institute, a management training program to grow SMs from within. By doing so, a substantial cost savings in external SM acquisition costs was realized. Managed the development of this program from inception to post implementation follow up. Duties included vendor evaluation, selection and management, as well as supervising the creation of the IT systems supporting this initiative, and ensuring that budgetary parameters and timelines were met.
●Designed, developed and implemented a “New Sales Manager On-Boarding Program” which enabled the newly appointed SMs to acclimate quickly to their new roles and environment. This resulted in a 30% increase in productivity.
New York Life Insurance Company, New York, NY 1983 – 1999
Responsible for the implementation of all aspects of the training program of the Agency. Provided Instructor-led Training on various topics such as product data, marketing strategies, practice management, compliance regulations (both internal and Governmental), methods and procedures.
Knowledgeable and experienced in all phases of Advanced Underwriting, including Business Insurance, Estate Planning, Qualified Plans, Insurance Needs Analysis and relevant tax issues that relate to product recommendations to clients, using both variable and fixed interest products.
Involved in individual case development to help Agents develop complex cases through effective fact finding and “brainstorming” for ideas and concepts that might apply. In addition, participated in joint field work with Agents on advanced cases, as well as conducted sales seminars for said Agents.
●Increased sales and profitability of the Agency through the development, coordination and implementation of effective insurance agent training programs. The Agency achieved and surpassed production goals for 10 consecutive years.
●Improved Agents’ business operations through effective technology training by enhancing their presentation and communication skills to the general public, as well as their workflow.
American College, Chartered Life Underwriter designation
New York University School of Continuing Education, Diploma in Computer Programming
De La Salle University, B.S. Marketing Management