Customer Service Sales Enablement

IRYNA O. NELSON

•312-***-**** • *****.*.******@*****.***

Summary

Confident and organized self-starter and leader skilled at training, due diligence, mitigating operational risks, streamlining business processes, problem- solving, eliminating redundancy, strengthening business relationships, and increasing revenue.

Professional Experience

International Finance Group-Contractor for BMO March 2023-October 2023

Sales Enablement and Training Consultant

Delivered training on Treasury and Payment Solutions products and systems.

Measures and reports on attendance, course completion, and assessment scores.

Developed, promoted, and maintained learning solutions for clients, performing periodic reviews, analyzing program outcomes providing insight and making recommendations for enhancements.

Supported the sales and onboarding teams to deliver timely and effective demonstrations, training, and consulting to both existing and prospective clients.

Artech-Contractor for Discover Financial October 2022-December 2022

Treasury Management

Investigated and cleared potential matches for OFAC screening, executed electronic funds transfers (fed wires and ACH)

Worked with client lines of business, relationship banks, and other Treasury employees to ensure deadlines and service level agreements are met.

Robert Half-Contractor for Harley Davidson Financial Services January 2019-September 2021

Training and Sales Specialist

Created training programs and delivered program performance through activities including development, dealer onboarding, compliance management, procedures, and communication.

Managed and administered dealer and sales team incentive strategies, dealer onboarding, product development roll-outs, and promotional plans to drive sales and business goals.

Monitored assessment of performance, provided forecasts, collaborated with Sales and Treasury Management on proposals and recommendations for improvement and growth to Dealer Channel.

Composed and handled dealer correspondence including invitations and events,

Identified emerging issues and trends to inform decision-making strategies and decisions.

Developed viable tactical strategies and participated in the development of the recommendations for short and long- term plans preparing business cases and monitoring of business objectives.

Assessed client needs, reviewed current programs for effectiveness and designed effective learning and performance focused solutions.

IRYNA O. NELSON

•312-***-**** • *****.*.******@*****.***

HSBC, Elmhurst, Illinois November 2008-June 2017

Business Process Analyst/ Policy and Compliance Specialist (2013-2017)

Identified and collaborated with various departments to implement workflow improvements.

Monitored company goals for Call Centers in Illinois and Florida, process planning and testing, managed pipeline and workflow scheduling, turnaround times and customer documentation to ensure compliance.

Managed database to analyze process flow and risk, proposed resolutions, improvements, and prioritization of deadlines.

Compiled data metrics for daily and monthly reporting to upper management, resolved discrepancies and alerted staff to issues requiring immediate attention.

Delivered presentations, committed hands-on teamwork, prioritized communicating and scheduling pertinent ethics information.

Wrote policies and process manuals and implemented roll-out to teams and departments.

HSBC, Elmhurst, Illinois

Skill Qualifications Trainer (Collections and Customer Service) Elmhurst, Illinois (2008-2013)

Facilitated corporate training for Customer Service and Collections and relevant coaching on monitoring system for procedure updates, best practices, and building relationships to enhance diversity and promote an inclusive work culture.

Mentored employees working closely with managers and Chief Compliance Officer

Developed strategy to optimize transparency for internal stakeholders and external auditors.

Performed Clean Desk Audits for Elmhurst Call Center Facility and escalated violations and concerns.

Hard and Soft Skills

•Excel • Word • PowerPoint

• Communication •Decision Making •Leadership •Teamwork •Self-Motivation •Conflict Resolution

• Ability to work and multi-task in fast paced environment •Analytical and problem -solving skills

Education

University of Illinois, Chicago, Illinois

Bachelor of Arts

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