Customer Service Training Program

Javier Bonilla

www.linkedin.com/in/javierebonilla

PROFILE

A dedicated client facing learning and development professional experienced in communicating complex concepts simply and accurately, driving the adoption of technology systems by assessing, designing, developing and delivering training solutions (in English and Spanish).

EXPERIENCE

WARNER MEDIA, Learning & Development Consultant, New York, NY 10/2021 –

Facilitate live web-based training sessions that support new launches, refreshers, and other training initiatives

Collaborate with the Learning & Development team creating video/audio training modules

Coordinate the roll out knowledge checks, training modules and training survey post training

Assist in analyzing the effectiveness of learning and development programs to create a culture of continuous development

Continuously monitor and leverage diverse CX feedback and performance metrics sources to identify recommendations to improve all training programs and develop new offerings

Assist in facilitating agent team huddles to support retention efforts, channel support opportunities

ALLVUE, Product Training Specialist, New York, NY 2/2020 – 3/2021

Designed learning experience for clients adapting the firm’s CRM products

Delivered training and follow up Q&A sessions via Zoom

Collaborated and communicated with Project Management Group to track and report that

training needs, client deadlines and expectations were met

Analyzed and assess training program strategy through feedback-gathering and cross-team collaboration

Prepared relevant documentation for the implementation process, including client

requirements, project plans, design documents and reporting specifications

Collaborated with internal development team to deliver custom requirements

JP MORGAN, PRIVATE BANK, Implementation Training Specialist, New York, NY 4/2018 – 9/2019

Curated and maintained training content for globally dispersed Front Office teams that distilled complex CRM platform concepts and topics into clear and concise learning materials (in English and Spanish)

Facilitated a hybrid learning curriculum of in person training, virtual and train the-trainer sessions

Outlined training program metrics and recommended strategy to raise employee engagement

Collaborated with development team to design impactful and engaging beta user learning

experiences that drive specific behaviors and promote usage

Established relationships with stakeholders and SMEs to address knowledge gaps and objectives

Served as head facilitator for Unconscious Bias training efforts

JP MORGAN, PRIVATE BANK, Client Service Trainer, New York, NY 9/2014 – 4/2018

Facilitated new hire skill enhancement and initiative specific training activities to over 500 client service professionals

Monitored training best practices and participants assessments, and realigned efforts when needed

Provided managers with assistance in planning and facilitating development and coaching for team members

Balanced multiple client engagements simultaneously and efficiently, maintaining accountability to all stakeholders

Generated and distributed progress reports on new hires to executive management which was leveraged for end of year reviews

Created virtual tutorials, instructor-led training sessions, and performance support aids to cover specific topics for Client Service Training

PRIOR EXPERIENCE

JP MORGAN, PRIVATE BANK, KYC Compliance Analyst, New York, NY 2014 – 2014

FORTUNE 500 & ADVERTISING COMPANIES, Executive Assistant, New York, NY 2013 – 2014

URBAN FITNESS, Owner/Trainer, Los Angeles, CA 2011 – 2013

EDUCATION

HUNTER COLLEGE, Bachelor of Arts: Major Communications, Minor Film, New York, NY

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