Ullane Fluitt

Jacksonville, Florida adz6g7@r.postjobfree.com

904-***-****

Work Experience

F.H. Cann & Assoc.

Corporate Trainer

August 2022 to February 2023 •

Responsible for training new customer service employees and supporting experienced employees to improve their performance.

• Created training material and conducted training sessions with new and existing employees. x Trainer/ Front Line Manager

Genpact LLC - Jacksonville, FL October 2021 to

April 2022 •Communicate all training programs on

a timely basis. • Responsible for training new customer service employees and supporting experienced employees to improve their performance.

•Plan requirements for future training classes (including backfills, growth, and remedial training.

•Implement training and prepare reports on training KPI, •Identify training needs and execute training strategies that drive high engagement. •Transitioned to Front Line Manager monitoring calls, using customer excellence key metrics, monitored breaks and lunches schedules and taking escalated calls when needed. •Providing feedback and support for a team of 15 employees.

Corporate Trainer

Bernard BPO - Jacksonville, FL

April 2017 to March 2020

• Provided development and training to new hires and employees on various new skills and procedures such as customer service, sales and collections.

• Developed new hire curriculum and taught new skills, strategies, or systems to employees as needed.

• Worked with client’s subject matter experts to understand key process and technology topics that needed to be covered.

• Processed daily timekeeping for all training class and handled all discrepancies with payroll in training. Tele sales Chat Agent

Guidewell Connect - Jacksonville, FL

June 2016 to January 2017

• Developed strong relationships with customers to be on avenue for information regarding Florida Blue products via chat while preforming customer service excellent

• Assisted customers with enrollment in new health care products and updated existing products when necessary. Training Officer II

JP Morgan Chase & Co - Jacksonville, FL

November 2011 to January 2016

• Facilitated learning Programs via classroom and virtual training using video conferencing, Adobe Connect and managed training project meetings with subject matter experts.

• Reviewed existing Training and E-Learning Materials and Curriculum to ensure compliance with current company standards.

• Collaborated with business partners on training initiates for the design of curriculum for several lines of business within the company and also collaborated with the internal teams to ensure material is elevated to LMS and/or SharePoint

• Used recorded calls to capture real world examples of member and associate’s interactions for the development of scenario-based learning and real-world work experiences. Quality Control Analyst III

JP Morgan Chase & Co - Jacksonville, FL

May 2011 to November 2011

• Designed training manuals for the Quality Assurance department, reducing training time by 20% • Help to identify and document defects/system issues used by the Quality Center, and assisted with root cause analysis for timely resolution of defects. • Conducted comprehensive analysis of internal controls to ensure compliance with CFPB

(Consumer Financial Protection Bureau), regulatory, investor and internal underwriting requirements. • Audited origination, processing, closing, underwriting and post-closing documentation of Conventional and Government loans for completeness/incompleteness and compliance with the OCC. • Assisted in increasing the unit's quality score by 30% (from "not meeting expectations" to "exceeding expectations" in one month).concerns. Training Facilitator

Training Folks – Jacksonville, Fl/Charlotte, NC

August 2008 to May 2011

• Assisted TD Bank in several bank acquisitions, extensively by creating effective evaluations for training programs in order to measure the degree of compliance and knowledge transfer.

• Traveled extensively during bank acquisitions to train all employees on new system hardware and software processes and procedures. Backup front line manager and assisted in coaching customer service

• Responsible for new hire training for various new employees such as loss mitigation, collections, customer service, sales representative, etc.

Loan Mitigation Underwriter

JP Morgan Chase & Co - Tampa, FL

January 2006 to July 2008

•Performed complete review of loss mitigation applications and financial documents rec’d from borrower’s for accuracy and compliance with regulatory requirements and investor/insurer guidelines Education

High School Diploma

Robert E Lee - Jacksonville, FL

SKILLS:

• Adobe Connect • Adult Learning Theory• Captivate • Management• Train-the-Trainer (T3) • Written and Verbal Communication• MS Office Suite • MSP/Passport• Needs Analysis/Planning • Facilitation • Training Delivery and Facilitation • CMS • ACSR • LMS •Public Speaking • Instructional Design • Observation • Continuous Learning • Project Management • Staff Development • Result Driven

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