Trainer

Samantha Kuhn

Chicago, IL ***** 847-***-**** ********.*.****@*****.*** linkedin.com/in/samantha-ann-kuhn

TRAINER

An enthusiastic, highly skilled Client Relations Specialist and former community college instructor with experience in the financial industry is seeking a learning facilitator or trainer position. Proven ability to build successful working relationships with co-workers, students, and clients due to an attentive, empathic approach and excellent interpersonal skills. Able to quickly learn complex subject matter and teach it to others in layman's terms. Equipped with extensive teaching experience in diverse subjects from medieval history to tree biology and how to use banking products effectively. Received specialized training in teaching adults at community colleges and continuing education programs.

KEY SKILLS

Leadership Problem Solving Communication Teaching Strategic Planning DEI Public Presentations New Hire Training Curriculum Development Organization and Prioritization Interpersonal Skills Regulatory Compliance Risk Management Networking Confidentiality Financial Advising

Software

Salesforce WordPress Workday Microsoft Office Suite (Word, Excel, PowerPoint, Teams) PEGA Zoom Rekon

WORK EXPERIENCE

Wells Fargo Bank, N.A., West Des Moines, IA 03/2020 – 12/2024

Senior Customer Service Representative, Information Requests, 01/2023 – 12/2024

Responded to over 30 complex customer and business written inquiries per week regarding residential mortgages and home equity lines of credit. Researched financial records, origination paperwork, legal documents, and real estate databases to address customers’ questions. Composed official banking correspondence answering said questions, explaining complex financial information in laymen’s terms, creating and generating official documentation for individual home lending accounts

Recognized amongst the five top-performing employees who earned a 100% QA metric score Q3 of F24

Invited to transfer to the new IR department by the manager to help steer its transition from dealing solely with complaints to all written research requests regarding home lending products. Volunteered as part of a team to create the department's SOPs by compiling and organizing all relevant procedures from different departments.

Senior Customer Service Representative (SAFE), Escalations and Line Management Team, Home Equity, 07/2021 – 01/2023

Acting supervisor on duty for customer complaint calls and provided procedural support and systems guidance to more than 90 home equity employees to maintain internal and external service level expectations. Deescalated over 50 customer complaint calls a week to mitigate home equity attrition. Worked on the Line Management Team, reviewing restricted home equity lines of credit. Assisted customers requesting account reinstatement by evaluating the account’s history, customer’s credit profile, the property’s value, the home’s insurance policies, annual income, and determining what documentation or changes need to take place to reinstate the account. Regularly gathered, organized, and protected up-to-date sensitive financial and real estate documentation to maintain confidentiality.

Served as the department’s subject matter expert for all home equity procedures and equipped over 90 customer service reps with in-depth product knowledge to achieve their KPIs and respond to clients’ questions confidently.

Regained distressed clients' loyalty and trust using an empathetic, proactive, solution-oriented approach.

Received a 100% perfect QA metric score in Q4 of FY21 and Q2 and Q3 of FY22, consistently receiving monthly recognition as one of the department’s top performers.

Senior Customer Service Representative (SAFE), Home Equity, 03/2020 – 07/2021

Serviced core portfolio customers as a licensed banker, originated loans, provided financial counsel about home equity lines of credit and educated customers on repayment plans and refinancing.

Received consistent department-wide recognition from the manager for being one of the top five performers on customer surveys in a department of over 90 employees for 5 months in 2020 and 6 months in 2021.

Achieved 100% perfect QA metric scores in Q4 FY20 and Q2 FY21.

Earned SAFE certification for Mortgage Loan Originator license (MLO) in July 2020

Samantha Kuhn ********.*.****@*****.*** Page 2

Bold Iowa, Des Moines, IA 09/2018 - 02/2020

Caucus Project Organizer

Recruited, coordinated, and led teams of volunteers at presidential primary campaign events during the Iowa caucuses to garner greater political and media attention to climate change and demonstrate its importance to voters. Planned and instructed workshops teaching volunteers how to question political candidates effectively and impactfully. Organized and marketed grassroots fundraising events with over 60 attendees and secured entertainment, sponsors, venues, and catering. Acted as liaison between the nonprofit, local community organizations, and presidential primary campaigns.

Interviewed Biden, Harris, Buttigieg, and other presidential candidates on their climate policy stances during the Iowa Caucuses as the nonprofit's representative at high-profile events. Organized communications about political campaign activities and the candidates' climate change policies to keep the organization's network informed.

Facilitated the first Des Moines “Climate Crisis Parade” and mobilized 1000 participants by forming a coalition and partnering with more than 60 environmental, civic, justice, and faith organizations from across the state.

Strategically planned and staged demonstrations that successfully gained attention from media outlets such as the Wall Street Journal and C-SPAN.

College of DuPage, Glen Ellyn, IL 01/2010 - 12/2011

Community College Instructor

Instructed history and humanities courses for 15-30 students, in person and online. Created syllabi, tests, assignments, and other original curricula. Advised students about transferring, college and financial aid applications, and job prospects.

Recognized by the Dean of Liberal Arts for receiving the highest teaching survey scores in the entire department during the first quarter of teaching community college.

The University of Arizona, Tucson, AZ 08/2005 - 12/2007

Teaching and Research Associate

Led small, weekly class sessions for large-scale undergraduate lecture courses to discuss assigned primary sources and clarify material from the lecture portion of the course. Graded essays and tests for upper-level undergraduate and graduate courses and assessed and evaluated the student’s work to help improve academic skills. Provided one-on-one student counseling regarding college concerns, from essay-writing skills to choosing a career and graduate program and dealing with university bureaucracy.

Reimagined and enhanced TA role for a graduate seminar, creating a website that expanded the accessibility of course materials by providing digital access to weekly readings online. Greater access to course reading materials led to significantly improved student discussions and the permanent establishment of the course website.

Created a TA group to structure workflows and priorities and standardize baseline grading for class tests and assignments. Organized, scheduled, and led team meetings, ensuring the TAs had a strong understanding of course topics and graded assessments fairly and consistently.

Participated as the graduate student representative on a history faculty hiring team. Helped review and assess job applications, participated in interview sessions, and evaluated the different candidates’ research and teaching skills.

CERTIFICATION

SAFE/nmls certification Mortgage Loan Originator (MLO) National Mortgage Licensing Service 2020-2023 SAFE ID 2016771 Iowa

Valid US Driver’s license

Community College Teaching Certificate the University of Chicago and Oakdale Community College Chicago, IL

EDUCATION

PhD (ABD) in Late Medieval and Reformation Studies University of Arzona Tucson, AZ

Completed all PhD requirements including 3.5 years of coursework, comprehensive oral and written exams, language proficiency tests, dissertation proposal approval, and a year of dissertation research abroad, but did not complete the dissertation.

Master of Arts in Humanities University of Chicago Chicago, IL

Bachelor of Arts in European Studies and History Bard College at Simon’s Rock Great Barrington, MA

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