Julia Baldwin Email & Phone Number

Elk River, Mn, Us

Plymouth, Mn, Us

As AVP of Training & Staff Development, I lead a high-performing team dedicated to driving employee growth and operational excellence across our credit union. By designing and implementing strategic training programs, I ensure employees are equipped with the skills, knowledge, and confidence to deliver exceptional service and achieve organizational goals.Key areas of focus include:Leadership & Coaching: Inspiring and developing talent through mentorship, skill-building, and career development opportunities.Training Expertise: Creating and delivering innovative training programs, from onboarding to advanced technical skills, while managing our Learning Management System and resources.Project Management: Overseeing process improvements, system enhancements, and cross-functional initiatives to support corporate goals and ensure smooth implementation of new policies and procedures.I’m passionate about fostering a culture of continuous learning, collaboration, and service excellence. Whether through tailored training experiences, leadership coaching, or strategic project execution, my work is centered on empowering employees to thrive and ensuring our members receive outstanding service.

Plymouth, Mn, Us

As Assistant Staff Development Manager, specifically in the Content Development space, I played a pivotal role in designing and implementing impactful training and leadership development programs that empowered employees and supported organizational success. Leading the Content Development team, I partnered across departments to deliver engaging learning solutions aligned with strategic objectives.Key achievements and contributions include:Merger Leadership: Successfully supported a merger of equals, preparing employees for new roles and responsibilities while navigating the challenges of a global pandemic. Ensured seamless transitions by developing targeted training programs and fostering open communication during this significant organizational change.Leadership Development: Mentored and guided the Content Development team, fostering a collaborative and innovative environment that supported individual growth and organizational goals.Training Design & Delivery: Designed, developed, and delivered training programs tailored to onboarding, leadership development, and continuous improvement initiatives, using diverse methodologies like e-learning, self-paced, and classroom training.Strategic Partnerships: Collaborated with cross-functional teams and subject matter experts to analyze training needs, align learning solutions with business priorities, and ensure seamless program implementation.Content Development Expertise: Created training materials, evaluated program effectiveness, and implemented updates to keep learning content relevant and impactful. Managed the Learning Management System to enhance accessibility and usability.Facilitation & Support: Delivered front-line training, facilitated train-the-trainer sessions, and provided critical support for conversion and acquisition efforts.

As a Senior Instructional Designer at a large bank, I designed and developed learning solutions tailored to Retail Banking partners, leveraging tools like Articulate Storyline and grounded in adult learning principles. I collaborated with SMEs and stakeholders to create impactful learning materials, including classroom instruction, online modules, and microlearning experiences. I specialized in conducting needs assessments, crafting comprehensive design documents, and aligning training initiatives with business goals. Additionally, I provided ongoing support for the Learning Management System (SkillSoft), ensuring seamless deployment and user experience.During the merger of TCF and Chemical Banks, I also served as a Product Owner in the Human Capital Management space, driving critical training initiatives to support the successful integration of employees and systems. I collaborated across departments to create scalable training programs, ensure alignment with organizational goals, and address the complexities of merging operations during a period of significant change.Key accomplishments include:Leading learning design projects to improve performance and skill development across teams.Managing LMS tools and producing engaging eLearning solutions to meet the needs of a diverse workforce.Supporting a major merger by aligning training strategies with organizational goals, ensuring employees were equipped for new roles and processes.Drove performance metrics and business goals by adapting learning strategies to meet the demands of a dynamic, ever-evolving banking environment.

As a Contact Center Technical Trainer and Facilitator, I was responsible for delivering comprehensive training programs to new hires, preparing them for success in their customer service roles. My focus was on equipping employees with both the technical skills and procedural knowledge needed to excel in a fast-paced contact center environment. In addition to the eight-week new hire program, I collaborated with the Learning and Development team to design and roll out specialized programs, including certifications and targeted modules aimed at addressing specific performance trends. This role allowed me to play a key part in shaping a well-rounded and highly skilled customer service team.Key Accomplishments: I delivered an eight-week new hire training program that prepared employees for the Contact Center customer service role, covering both technical skills and procedural knowledge to ensure a strong foundation for success.Collaborated closely with Learning and Development teams to roll out specialized training programs, including certification programs, tailored to meet specific business needs and improve performance.Designed and developed modular training content to address and improve emerging trends within the organization, contributing to continuous improvement and skill enhancement.Provided ongoing support and feedback to new hires, ensuring they were equipped with the tools and knowledge to deliver high-quality customer service in a fast-paced environment.Played a key role in driving consistency and excellence in customer interactions by delivering clear, engaging, and impactful training sessions.Collaborated on the maintenance of process and procedures and classroom materials to ensure they remained up-to-date.

As a Quality Assurance Consultant at TCF Bank, I played a key role in enhancing the performance and efficiency of the Contact Center by providing targeted feedback and coaching to associates. My focus was on ensuring an exceptional customer experience, mitigating compliance/risk issues, and promoting process consistency. I collaborated closely with leadership, training teams, and other internal partners to identify trends, implement best practices, and drive continuous improvement across the organization. This role allowed me to blend data-driven insights with hands-on support to optimize team performance and align with the company’s goals.Contributions included:Provided performance feedback and coaching to Contact Center associates with a strong focus on customer experience, compliance/risk, and process execution through both written and verbal communication techniques.Led calibration sessions for new employees and management teams, identifying and highlighting specific trends to ensure alignment with company standards and best practices.Actively communicated trend analysis to management, training, and other internal stakeholders to drive continuous improvement and operational efficiency.Delivered insights and recommendations based on performance metrics and operational observations to support informed decision-making.Managed special projects and took on additional duties as assigned by management to contribute to overall team success and business objectives.

Primary areas of Accountability:- Recruiting, training and supervising staff (including interviewing, and onboarding responsibilities).- Managing budgets, weekly and monthly audits, as well as inventory.- Ensuring compliance with hygiene and health and safety legislation/guidelines were adhered to.- Ordering large quantities of supplies.- Management of employee attrition and scheduling.- Management of customer complaints, both verbally and written.- Assessing and improving profitability. - Handling of administrative paperwork.- Develop employees, managers, and the restaurant.Note: Prior to 2008, I held various other roles within PDI Foods, which included a traveling training role to improve the onboarding and employee engagement in multiple restaurants.

Elementary Education And Teaching

Bachelor Of Hamburgerology, Leadership Development