Sylvia Nelson Email & Phone Number

United States

• Align objectives and bridge communications with Executives and Senior leadership to facilitate roundtable discussions on identified risks via audits, testing, industry trends and performance evaluations; highlight best practices, identify training gaps, and establish Enterprise Training Standards to ensure compliance with organizational standards and regulations.• Partner with Fintech Partners to identify training gaps, then leverage the information to compile Fintech Risk and Compliance Training Standards establishing the Bank's minimum operational and regulatory requirements.• Execute organizational and Fintech Partner's targeted training needs to enhance organizational efficiency and strengthen regulatory compliance measures.• Research policy shortfalls and redefine established departmental policies and procedures accordingly.LMS COORDINATOR, AUGUST 2023 TO PRESENT• Oversee the day-to-day operations and maintenance of the Learning Management System (LMS), including content quality, version control, and archival information, through collaboration with a team of eLearning and development/production professionals.• Fulfill technology requests, troubleshoot, and remediate end-user issues, and handle escalations; monitor recurring issues as well as data, system, and process gaps to proactively identify opportunities to enhance efficiency and performance. • Build and maintain all elements related to LMS functionality, including curriculum programs, LMS structure, content creation and integration, and reporting. processes• Establish standardized LMS guidelines, operational processes and procedures, and documentation, ensuring adherence to the LMS governance model.• Research and vet LMS companies; orchestrate the seamless onboarding of the organization’s new Learning Management System.• Receive numerous written accolades and monetary awards for outstanding achievements and effectiveness in creating solutions Org-wide and with External Partners.

• Organize and facilitate in-person and virtual software training programs for up to 76 professionals focused on financial industry products, workflow solutions, and upgrades to ensure seamless knowledge transfer.• Design and deliver customized training courses on applications and process workflows to optimize productivity and performance. • Coach and mentor various department managers within the FISERV footprint; conduct performance evaluations to identify skill gaps and strengthen leadership capabilities accordingly.• Direct and contribute to special projects, including internal and external consulting initiatives, to drive innovation and ensure timely delivery.• Evaluate user needs and software requirements to determine the training program design feasibility to ensure projects and training programs are consistently completed three weeks ahead of the release date.• Pilot the creation of new tools and job aids in collaboration with internal business stakeholders to refine workflows and processes.• Advise Executive Leadership on suitable software options aligned with their needs and capabilities to facilitate informed decision-making processes.

Orlando, Florida Area

• Charted successful course of designing, developing, and delivering training programs to managers and/or employees.• Identified training needs and collaborated with relevant stakeholders to tailor training initiatives to specific requirements.• Implemented a formal onboarding program and directed new hire orientation sessions for groups of up to 35 individuals by providing comprehensive instruction on company policies, work ethics, client expectations, and employee resources, serving as the primary contact during probation.• Initiated a 12-week Leadership Program to empower mid-level management to drive employee growth and development. • Delivered employee job training encompassing client product knowledge, effective inbound and outbound call procedures, and call demonstrations.• Orchestrated global training sessions via instructor-led sessions, online platforms, and other methodologies catering to both personalized and large virtual classes.• Formulated technical training courses for global staff; delivered personalized coaching and oversaw ongoing training initiatives as needed. • Guided and mentored a team of 10 On-the-Job Coaches by focusing on their professional development.• Advised all business partners, consistently driving process improvements aligned with organizational objectives.

Orlando, Florida

ú Rapidly resolve customer service issues, opening new accounts, offering convenience services, and helping the department meet sales objectives contributing to the success of the organization.ú Developed rapport and generated business by explaining and selling bank products and services with clients, prospects, officers, directors and employees ú Executed timely, accurate and customer-focused decisions on loans and account upgrades.ú Assisted clients by explaining fee schedules, service charges, interest rates, policies, use of forms and technical services while complying with disclosure requirements, regulations and consumer privacy policies.ú Screen and verify eligibility and identification of all new account applicants and account signers in accordance with organizational policies and regulatory requirements, recording and scanning documents used.ú Open and close a variety of accounts, such as checking, savings, certificates of deposit, individual retirement accounts, and money market accounts.ú Make appropriate decisions regarding negotiable instrument transaction: determine proper identification and review to ensure the accuracy of the dollar amount. ú Buy and sell currency from the vault as necessary, ensuring daily till limits are not exceeded.Notable Accomplishments Increased quality results and reduced escalations by conducting collaboration sessions and implementing situationalrole-play Effectively led a monthly meeting with staff to introduce new products and/or highlight features of an existing product

Orlando, Florida

ú Develop and manage training work plans which encompass comprehensive development and deployment activitiesú Work cross functionally with Professional Services, Technical Writers, and Development to create accurate manualsú Independently manage or participate in projects determined in conjunction with Sales & Account Management Directors and/or Managersú Provide coaching and feedback to trainers to improve performance in the training environmentú Assist with the development, implementation, and maintenance of programs and curriculums that support managementú Partnered with management to assess and develop long-term planning strategies and initiativesú Implemented coaching and upskilling to Training Specialist on project management, design, development, implementation and relationship managementú Reached and surpassed internal customers’ expectations based on project requirementNotable Accomplishments: Coaching and Feedback on developmental performance and annual reviews for employees with sb-standard review components Developed needful employee stretch goals that improve service levels by aligning performance goals