Kenneth Dunlap Email & Phone Number

Serve the learning and performance consulting needs of Velera’s financial institutions. Execute training strategies related to onboarding new clients, delivering programs utilizing current adult learning principles and theories, and ensuring knowledge transfer to enhance job performance

Consult on learning solutions for classroom and virtual curricula. Travel to contact centers across the U.S. to certify facilitators in the Customer Experience program and Skill Building Workshop for Facilitators. Train and develop contact center team members and leaders for multiple lines of business within traditional classroom and virtual settings.• Consulted as a subject matter expert on the L&D Virtual Classroom project to implement a new virtual training platform for Wells Fargo… Show more Consult on learning solutions for classroom and virtual curricula. Travel to contact centers across the U.S. to certify facilitators in the Customer Experience program and Skill Building Workshop for Facilitators. Train and develop contact center team members and leaders for multiple lines of business within traditional classroom and virtual settings.• Consulted as a subject matter expert on the L&D Virtual Classroom project to implement a new virtual training platform for Wells Fargo Learning & Development and helped to cross skill over 400 facilitators on the new platform across the company.• Co-authored the design and scripting of authentication simulations implemented for Consumer Service training classes ensuring practice scenarios aligned with enhanced authentication procedures and enhanced the participant training experience.• Constructed five MS Teams video tutorial “podcasts” demonstrating the use of tools for virtual facilitation to increase efficiency in facilitator transition readiness to the new MS Teams virtual facilitation platform.• Reviewed and served as a subject matter expert for the redesigned premier/high value customer sales curriculum for phone bankers.• Mentored a newly hired Senior Facilitator in Manila, Philippines contributing to her leadership skills development and increasing her span of influence amongst her peers.• Developed multiple Customer Experience skill practice scenarios for phone sales bankers to further ongoing development within Sales Learning Paths, which were published in Wells Fargo training resources for Contact Center employees to further utilize and develop their skills.• Certified Master Trainer for the Customer Experience Program and Skill Building Workshop for Facilitators, graduating over 100 facilitators in delivery of Customer Experience and Facilitation Skills. Show less

Bethlehem, Pennsylvania, United States

Train and develop contact center team members and leaders for multiple lines of business within traditional classroom and virtual settings. Mentored and certified peers to facilitate the contact center sales, premier, and service curricula.• Facilitated a class of newly hired sales bankers, who in their first month had the highest partner referral output of any team in the contact center.• Achieved a 100% in the company’s Standard and Effectiveness review for adherence to curriculum… Show more Train and develop contact center team members and leaders for multiple lines of business within traditional classroom and virtual settings. Mentored and certified peers to facilitate the contact center sales, premier, and service curricula.• Facilitated a class of newly hired sales bankers, who in their first month had the highest partner referral output of any team in the contact center.• Achieved a 100% in the company’s Standard and Effectiveness review for adherence to curriculum content.• Writer and contributor for the Customer Experience Bridge newsletter.• Coached peers toward proficiency with Saba Centra virtual classroom. Show less

Allentown, Pennsylvania, United States

Led and developed teams of newly hired phone bankers through implementation of sales and service goals and strategies. Assisted in the recruitment and interviewing of candidates for the phone banker position. Handled complex customer experiences if/and when escalated to enhance customer loyalty and retention.• Partnered on design and facilitation of training material for managing average call handling time, lowering the overall handle time for multiple contact center… Show more Led and developed teams of newly hired phone bankers through implementation of sales and service goals and strategies. Assisted in the recruitment and interviewing of candidates for the phone banker position. Handled complex customer experiences if/and when escalated to enhance customer loyalty and retention.• Partnered on design and facilitation of training material for managing average call handling time, lowering the overall handle time for multiple contact center teams• Developed and implemented late shift operational resource to field complexities of “after hours” customer requests to increase first contact resolution• Created training job aid which contributed to lowering the contact center’s July 2001 potential loss amount by over $50,000 Show less

Reading, Pennsylvania, United States

Handled inbound and outbound customer calls regarding their consumer and business accounts. Assist with complex servicing requests to achieve first contact resolution.