Donna Johnson Email & Phone Number

Chicago, Il, Us

United States

Full accountability for the planning, development and execution of learning and development programs for bank employees at all levels across Chicago, Miami and Kenosha. Specialize in delivering leadership, sales, communication, customer service, safety and security, fraud awareness, regulatory compliance and other topics to business managers, bankers, tellers and other adult learners.* Create and administer in-person classes (up to 18 learners at a time), webinars (Microsoft Teams, Go-to-Webinar), web-based courses (Articulate) and recorded videos (Vimeo, Go-to-Meeting).* Apply instructor-led, roleplaying, coaching and other methods based on individual learning styles; recognize learner strengths and weaknesses to modify training methods accordingly.* Review existing and updated company policies and procedures, along with banking trends, to ensure all training content is current and relevant.* Design and maintain user manuals, practice exercises, reviews, exams, job aides, videos and PowerPoint presentations for use in all training programs.* Participate in project management meetings with vendors to learn about new banking technology, practice demos and develop appropriate training plans prior to go-live of new systems.* Advise regional managers regarding the development progress of management trainees, and provide progress updates to HR concerning new employee onboarding and training.* Partner with the bank’s product development, retail risk and BSA (Bank Secrecy Act) departments to modify all training programs for new/updated policies, procedures and regulations.* Conduct focus groups to identify specific training needs and develop strategies for employee learning via in-person, virtual or web-based training.

Programming Highlights:> Assistant Branch Manager Training – Individual coaching sessions for employees with management potential covering leadership skills and scenario-based management exercises.> Home Equity Loan Training & DecisionPro Loan Training – Two-day courses covering lending concepts, regulations, processes, technology systems/resources and strategies.> Business Accounts Training – Two-day courses conducted quarterly covering business structures, opening new accounts, legal requirements and technology resources.> New Accounts Training – Two-day courses for personal bankers to teach methods for identifying opportunities, assessing customer needs and qualifying prospects.> General Branch Information Training – Two-day courses conducted monthly for new hires encompassing basic banking concepts, fraud, security and regulatory compliance.

Oversaw day-to-day branch operations with an emphasis on account growth and the highest degree of customer service. Provided leadership and direction for personal banking and teller operations, focused on recognizing and developing business opportunities. Scope of responsibility included all teller, personal banking and deposit operations, including new account development, vault operations, audits, regulatory compliance, staff development, and short-term/long-term deposit growth strategies.* Executed key recruiting programs while coordinating hiring, scheduling, training and development for all bank employees and orchestrating successful holiday staffing plans.* Implemented branch meetings to provide hands-on guidance concerning legal and regulatory matters; enforced company policies, along with human resources laws, rules and regulations.* Minimized/reduced turnover while maximizing employee potential by encouraging employee input, promotional opportunities and open-door communications.* Applied performance appraisals, constructive coaching and immediate feedback during job evaluations to increase employee confidence.* Investigated employee complaints or grievances, resolved problems and implemented progressive discipline to address performance and interpersonal issues.

Responsible for driving new business development, account growth and customer satisfaction for a wide array of customers. Established a record for surpassing goals for financial product promotion and customer referrals while providing a high level of operations support to the teller department.