Javier Bonilla Email and Phone Number

• Develop and implement innovative multi-media learning solutions, directly aligning with front office business goals. • Craft and create comprehensive instructional plans to address identified training needs and skill gaps. • Conduct thorough research, interviews, and collaborations with Subject Matter Experts (SMEs) to determine suitable learning materials. • Administer a segment of the learning portfolio, ensuring continuous improvement by evaluating and updating existing solutions

• Facilitated live, web-based training sessions to support various training initiatives, including new product launches and refresher courses. • Collaborated within the Learning & Development team to develop and create audio/video training modules.• Created curriculum for all HBO Max Client Service Team New Hire training program• Analyzed the effectiveness of learning and development programs, leveraging diverse feedback and performance metrics to improve existing training programs and develop new offerings.

• Design learning experience for clients adapting the firms CRM productsDeliver training and follow up Q&A sessions via Zoom• Collaborate and communicate with Project Management Group to track and report thattraining needs, client deadlines and expectations are met• Analyze and assess training program strategy through feedback-gathering and cross-team collaboration• Prepare relevant documentation for the implementation process, including clientrequirements, project plans, design documents and reporting specifications• Collaborate with internal development team to deliver custom requirements includingclient-specific reporting, interfaces and business processes• Conduct testing of application and custom enhancements prior to client deployment, workwith clients to facilitate user acceptance testing and production rollout

• 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• Partnered with key stakeholders in managing timelines and resources for training initiatives of regional deployment of software platforms• 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• Worked with LMS Platform specialist to schedule, announce and track training projects from concept to completion• Established relationships with stakeholders and SMEs to address knowledge gaps and objectives• Served as head facilitator for Unconscious Bias training efforts• Contributed to the national training agenda by managing and delivering innovative technologytraining solutions

• 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• Curated the recording library to assign topics and lessons to new hires

• Audited Spanish language corporate documents for adherence to compliance guidelines(volume: approx. 1,200 accounts)• Conducted quality control for ultra-high net wealth clients in the Latin America region resulting in salvaging over $1.5 B in assets• Conducted KYC client identity verification for offshore domestic and international accounts • Worked with Legal and Account Control teams and various product areas to facilitate the Remediation Project • Reconciled internal software records with research findings and identify discrepancies• Provided senior executives with reports citing compliance violations and remediation recommendations