Eric Serna Email & Phone Number

Jacksonville, Florida, United States

Establish and maintain processes to promote effective and successful delivery of projects that support Learning and Development (L&D) business partners. This includes standardized and repeatable meeting routines to foster both internal team collaboration and external collaboration with stakeholders, reporting routines to provide visibility to project work from conception to completion, and incremental improvement and standardization of internal L&D processes. • Responsible for… Show more Establish and maintain processes to promote effective and successful delivery of projects that support Learning and Development (L&D) business partners. This includes standardized and repeatable meeting routines to foster both internal team collaboration and external collaboration with stakeholders, reporting routines to provide visibility to project work from conception to completion, and incremental improvement and standardization of internal L&D processes. • Responsible for planning, executing and overseeing training initiatives C3/IT Projects, as well as, leveraging data to optimize learning strategies and outcomes.• Key project management responsibilities include developing project plans, collaborating with subject matter experts, managing resources, ensuring timely delivery of learning programs.• Key data and analytic include collecting, analyzing and interpreting training-related data, providing insights to enhance program effectiveness, implement data driven decision making processes and collaborate with L&D teams to align learning initiatives with department goals. Show less

Jacksonville, Florida, United States

Focused on helping contact center associates and representatives to grow, build efficiency, add value and provide excellent service to Ally's customers. Responsible for facilitating the end-to-end training program for Ally Deposits Customer Care, including new hire, new skills and continuing education training. Expected to facilitate both ILT and VILT training, be hardworking, dedicated, and willing to go the extra mile to educate, motivate, mentor and coach associates, supervisors, support… Show more Focused on helping contact center associates and representatives to grow, build efficiency, add value and provide excellent service to Ally's customers. Responsible for facilitating the end-to-end training program for Ally Deposits Customer Care, including new hire, new skills and continuing education training. Expected to facilitate both ILT and VILT training, be hardworking, dedicated, and willing to go the extra mile to educate, motivate, mentor and coach associates, supervisors, support staff and leadership.• Administer assessments and review of training performance.• Maintain training records and reporting including attendance and performance assessments.• Lead demonstrations and role play scenarios to support an interactive and engaging learning environment.• Assist in ongoing development and updating of training program and materials.• Partner with site leaders to ensure successful transition to the production environment.• Partner with policies and procedures team to assist with ongoing updates.• Collaborate with Quality Assurance team to further enhance employee development and feedback.• Conduct Train-the-Trainer (T3) sessions of our vendor training partners. Show less

Jacksonville, Florida, United States

Responsible for supporting internal objectives by partnering with management to deliver a world-class experience for Ally Bank customers with a high level of quality and efficiency. Providing assistance to management in creating an environment of high performance by ensuring a presence of trust, goal alignment and front-line floor support.• Motivate and inspire associates with knowledge, building rapport, insight, and a customer-focused experience.• Develop and maintain throughout… Show more Responsible for supporting internal objectives by partnering with management to deliver a world-class experience for Ally Bank customers with a high level of quality and efficiency. Providing assistance to management in creating an environment of high performance by ensuring a presence of trust, goal alignment and front-line floor support.• Motivate and inspire associates with knowledge, building rapport, insight, and a customer-focused experience.• Develop and maintain throughout knowledge of policies and procedures, in addition to recommending procedural updates and enhancements to improve the customer experience and associate productivity.• Assist with handling of escalated calls and approvals, but more importantly provide the on-floor support to proactively engage with teams to de-escalate wherever possible. • Partner closely with upper management for setup and on-boarding of new associates, and facilitate huddles and refresher sessions with the associates in conjunction with their supervisors.• Collaborate on joint improvement and remediation activities in order to solve problems for customers. Show less

Jacksonville, Florida Area

In this newly created department, supporting Ally Premiere, associates are required to deliver a world-class experience for Ally's customers during every interaction. Providing personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude. Being empowered to serve customers through the channel of the customer's preference.• Passion for delivering an exceptional experience to Ally Customers.• Commitment to teamwork, resolving… Show more In this newly created department, supporting Ally Premiere, associates are required to deliver a world-class experience for Ally's customers during every interaction. Providing personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude. Being empowered to serve customers through the channel of the customer's preference.• Passion for delivering an exceptional experience to Ally Customers.• Commitment to teamwork, resolving conflicts productively, and developing long-term relationships.• Strong work ethic and sense of urgency to complete objectives.• Knowledge of consumer banking, such as servicing checking, debit card, savings, CD, IRA, and trust accounts. Show less

Jacksonville, Florida Area

In this newly created department, supporting Deposits Customer Care, associates are required to deliver a world-class experience for Ally's customers during every interaction. Providing personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude. Being empowered to serve customers through the channel of the customer's preference.• Passion for delivering an exceptional experience to Ally Customers. • Commitment to teamwork… Show more In this newly created department, supporting Deposits Customer Care, associates are required to deliver a world-class experience for Ally's customers during every interaction. Providing personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude. Being empowered to serve customers through the channel of the customer's preference.• Passion for delivering an exceptional experience to Ally Customers. • Commitment to teamwork, resolving conflicts productively, and developing long-term relationships. • Strong work ethic and sense of urgency to complete objectives. • Knowledge of consumer banking, such as servicing checking, debit card, savings, and CD accounts. Show less

Jacksonville, Florida Area

Elevated responsibilities that require developed specialized skills through job-related training and considerable on-the-job experience. Driven to act as a casual resource for colleagues with less experience, and as a point of contact for client needs. Identifies key issues and patterns from partial/conflicting data. Takes a broad perspective to problems and spots new, less obvious solutions. Always looking for innovative ways to improve current processes and procedures. This role includes… Show more Elevated responsibilities that require developed specialized skills through job-related training and considerable on-the-job experience. Driven to act as a casual resource for colleagues with less experience, and as a point of contact for client needs. Identifies key issues and patterns from partial/conflicting data. Takes a broad perspective to problems and spots new, less obvious solutions. Always looking for innovative ways to improve current processes and procedures. This role includes responsibilities of the Associate Trainer position, and requires attaining & maintaining certification in the Trainer Certification Program.• Responsible for day-to-day functional direction of trainees within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations: • Evaluated the performance of Associate Trainers using tools available such as assessments or playbook observations, and provided recommendations for action plan under the guidance of the Training Manager.• Assisted Training Manager in skills assessment of training staff through classroom monitoring and feedback, while also providing direct coaching to staff for development. • Produced training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aides.• Measured the effectiveness of training programs using various feedback methods – focus groups, interviews, surveys, and revised programs based on results of evaluations.• Recommended curriculum of training process modifications to training management on the basis of internal customer feedback and/or quality results. Show less

Jacksonville, Florida Area

Responsible for delivering client focused training to address the new hire, product update and recursive training requirement in support of client programs to ensure superior workforce preparation with best in class service and delivery. Completes work with a limited degree of supervision. This role is comparable to a Team Leader position, includes responsibilities of the Program Ready Trainer position, and requires attaining & maintaining certification in the Associate Trainer Certification… Show more Responsible for delivering client focused training to address the new hire, product update and recursive training requirement in support of client programs to ensure superior workforce preparation with best in class service and delivery. Completes work with a limited degree of supervision. This role is comparable to a Team Leader position, includes responsibilities of the Program Ready Trainer position, and requires attaining & maintaining certification in the Associate Trainer Certification Program.• Responsible for the day-to-day supervision of call center associates including work and attendance monitoring, timekeeping/payroll modifications, scheduling and organizing team activities, and coaching of direct reports to ensure performance metrics were achieved.• Identified performance related issues, developing an action plan for improvement, and implementing corrective action.• Utilized effective presentation skills daily, including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment.• Evaluated the performance of agents using tools such as assessments or playbook observations, and provide recommendations under the guidance of the Senior Trainer and Training Manager.• Ensured effective, consistent communication with managers, peers and other resource groups, including day to day informal interactions with clients.• Participated in a positive learning culture under the guidance of the Training Manager to include identifying and communicating areas for curriculum development/enhancement opportunities. Show less

Jacksonville, Florida Area

Requires knowledge and experience in own discipline; still acquiring higher-level knowledge and skills. Analyzes possible solutions using standard procedures and principles. Builds knowledge of the organization, processes and customers. Solves a range of straightforward problems. Receives a moderate level of guidance and direction. This role includes responsibilities of the Sales and Service position.• Presented training through classroom learning, hands on demonstrations, and… Show more Requires knowledge and experience in own discipline; still acquiring higher-level knowledge and skills. Analyzes possible solutions using standard procedures and principles. Builds knowledge of the organization, processes and customers. Solves a range of straightforward problems. Receives a moderate level of guidance and direction. This role includes responsibilities of the Sales and Service position.• Presented training through classroom learning, hands on demonstrations, and engaged activities.• Responsible for achieving individual training performance metrics. • Supported the transition of trainees from training to production environment, ensuring competency levels meet business needs. • Maintained current product knowledge for each account by taking calls, attending team meetings, and side by side observations. • Participated in company and client training sessions as required. Show less

Jacksonville, Florida Area

Interfacing with customers via inbound calls, outbound calls, or through email, while also serving as a Subject Matter Expert for both clients and colleagues. This position focused on providing customer service support and resolution of routine problems regarding client's product or services.• Responsible for achieving specific sales targets and maximizing sale opportunities on each call.• Listened attentively to customer needs and concerns; demonstrated empathy when responding with… Show more Interfacing with customers via inbound calls, outbound calls, or through email, while also serving as a Subject Matter Expert for both clients and colleagues. This position focused on providing customer service support and resolution of routine problems regarding client's product or services.• Responsible for achieving specific sales targets and maximizing sale opportunities on each call.• Listened attentively to customer needs and concerns; demonstrated empathy when responding with customers, while also building rapport.• Ensured service delivered to customers meets contractual Key Performance Indicators (KPIs).• Utilized multiple screens and applications in processing customer calls (ex: Windows & DOS)• Provided subject matter expertise in handling escalated customer calls as needed.• Completing data entry using multiple resources and methods of communication, both internally and directly with the clients, if any follow up was desired.• Identifying the need for special handling and coordinating problem resolution.• Maintaining broad knowledge of products, pricing, promotions, and procedures. • Participation in activities designed to improve customer satisfactions and business performance. Show less

Jacksonville, Florida Area

Interfacing with customers via inbound calls or outbound calls. Fast-paced and challenging position that relies on the ability to think and react quickly, formulate creative solutions to pressing problems, and serve clients with the utmost dedication. • Use a computerized system for tracking, information gathering, and/or troubleshooting • Educate clients on how to rebuild their credit and maintain a healthy credit score.• Help a client avoid credit damage/bankruptcy. •… Show more Interfacing with customers via inbound calls or outbound calls. Fast-paced and challenging position that relies on the ability to think and react quickly, formulate creative solutions to pressing problems, and serve clients with the utmost dedication. • Use a computerized system for tracking, information gathering, and/or troubleshooting • Educate clients on how to rebuild their credit and maintain a healthy credit score.• Help a client avoid credit damage/bankruptcy. • Documented all details and issues within user accounts, per each customer encounter.• Deliberated options and payment programs with customers to support their financial needs.• Followed strict processes and procedures while accessing confidential client information.• Followed varying state legalities and procedures for individual requests Show less