Nadine T. Calzada

Professional Summary

An experienced Learning & Development Specialist and Business Analyst with strong exposure in technical writing, content management and data analysis.

Professional Experience

NRG Energy Houston, TX May 2016 – Present

Technical Writer/ Business Analyst

Develop and implement streamlined new hire training curriculum for all sales channels by reducing onboarding time and increasing channel sales.

Proactively reduce customer complaints by collaborating with Quality Assurance teams to identify root cause, evaluate processes, and develop training approach for each vendor to correct deficiencies.

Assess specific channel needs and conduct field visits, leveraging support teams and resources to create customized training solutions that drive revenue and profitability for each channel.

Identify best practices among business lines and provide sales training support to implement strategies and evaluate pilots.

Promote new commodity plans and increase cross-selling by identifying best opportunities for channels and integrating marketing and training solutions.

Wells Fargo Bank Houston, TX Apr 2015 – May 2016

Business Analyst

Responsible for reviewing operational errors and technical exceptions and creating a process to resolve within a specified timeframe.

Observe and coach service teams on identifying opportunities to sell products and services that will help regional team achieve performance goals.

Align management strategies to reduce operational losses and minimize risk exposure by identifying recurring and potential problems.

Design, implement, and evaluate tools and processes focusing on branches achieving compliance and operational standards with a positive impact on the customer experience.

Identify employee behaviors and practices that expose branches to operational losses or inefficiencies, collaborate with appropriate business lines and senior management to make necessary system and policy changes and provide training and communication to employees.

Assist branches during system upgrades and conversions to properly conduct business on the sales platform and process transactions on service line, ensuring teams properly understand new processes.

First National Bank TX Houston, TX Oct 2007 – Jun 2014

Learning and Development Manager

Responsible for designing, implementing, and evaluating training development programs for bank retail management employees in sales knowledge and processes, customer experience, operations and compliance processes, and employee retention and development.

Analyze performance issues and contributing factors and work with appropriate business lines to propose training strategies within assigned budgets, leveraging various resources that will improve performance.

Collaborate with executive team and subject matter experts during change management undergoing changing business model on outdated processes and systems and identify functions and requirements needed to support new business initiatives.

Propose and implement reporting criteria to highlight significant data needed to implement solutions targeting losses, teller cash differences, overdraft and fee waivers, product tracking, incentive pay-out tracking, and compliance tracking.

Conduct branch field visits to observe processes and behaviors that were identified as best practices or as inefficient processes and develop tools and training checklists to apply new changes consistently across the regions.

Reduce employee turnover by identifying key reasons and develop plan with senior leadership and human resource recruiting managers to improve hiring strategies, provide effective training to management teams on hiring the right team members and properly on-boarding new hires through hands-on training process in conjunction with classroom and virtual follow-up training.

Wells Fargo Bank Houston, TX Sep 1999 – Oct 2007

Learning and Development Project Manager

Improve service and sales performance within Houston region by providing support to bankers and managers through coaching, delivering training workshops, and providing necessary tools.

Conduct skill gap assessments and identify training needs to design and deliver training programs supporting business objectives.

Provide feedback to district managers on branch observations and management activities required to improve the customer experience, loss and operational deficiencies, and product knowledge.

Develop specific action plan with managers and follow-up plan to evaluate effectiveness of strategies and make adjustments.

Improve management and leadership skills within assigned region that will support business development, operational efficiencies and customer and employee retention.

Achievements

Developed First National Bank’s management training programs.

Developed new specialized training programs for Business Analyst team and Leadership team, Realigned positions and designed new leveling competencies to support new organizational structure for multiple business lines.

Awarded Top 1% nationwide sales producer for Wells Fargo Bank attending National Sales Champion Conference.

Assisted in the 2012 expansion of First National Bank into 3 states implementing training programs and solutions to prepare team members for branch openings.

Education

Bachelors of Business Administration in Finance

12/2003 University of Houston, Houston, TX

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