Managed and developed a variety of projects to support our department goals that include overseeing implementing a new company wide Learning Management System and a new leadership development program. Conduct live classroom and virtual/remote training to support the onboarding of new employees and ongoing development of existing employees. Create engaging learning activities and compelling course content by applying tested instructional design theories, practice, and methods.• Successfully integrated a new Learning Management System with enhanced learning capabilities and modernized content.• Managed and designed a formal leadership training program to enhance the skillset of employees.• Coordinated training plans and programs to meet departmental training objectives within an agile project environment.• Developed and conducted training needs assessments and determine training requirements for new program development.• Provided direct coaching to employees related to skills improvement and job training.• Proactively collaborated and communicated with appropriate internal/external stakeholders to address more complex training gaps to optimize organizational performance.• Evaluated effectiveness of training programs through follow up observation and consultation with stakeholders.

I spearheaded the development and implementation of a comprehensive training program for the retail operations department of the bank. This involved integrating newly acquired employees, designing and executing training programs for the newly formed account management and call center support teams, and managing ongoing changes within the organization. Through my leadership, the training department was able to achieve significant success in improving employee performance and enhancing the customer experience.Among my accomplishments: • Introduced innovative technology for technical training. Collaborating with the Learning Management System (LMS) team, successfully integrated the LMS as a platform for certifications and customizable retail bank training classes enabling employees to be held accountable for performance metrics.• Developed and implemented customized training programs to address specific organizational needs and foster continuous learning and development.• Championed cross-functional initiatives across departments, collaborating and driving alignment to maximize business impact and achieve bottom-line profitability.

In my previous role, I was responsible for overseeing client experience initiatives and conducting new account training for personal and business segments. As a part of my responsibilities, I managed and delivered training workshops. My leadership skills and advanced project management acumen were demonstrated through my ability to forge partnerships with subject matter experts and regional executives, ultimately resulting in the successful launch and positive reception of a strategic project.Among my accomplishments: • Updated core workshop content with analytical skills. Instructed advanced workshops for employees in areas like operations, sales, systems, compliance, and products; functioned as lead, subject matter expert, and project team member.• Utilized a range of delivery techniques, including virtual classrooms, web conferencing, hands-on labs, and discussion forums, to cater to various training needs.• Applied diverse learning technologies to address specific learning and performance requirements, tailoring solutions for the type of training being developed.

I was responsible for directing client experience strategies and managing the project lifecycle for new account onboarding. I led a sizeable team in delivering a sophisticated client experience training program.One of my significant achievements in this role was the development of a virtual conversion training program for new accounts. This program resulted in a significant reduction in in-person training days from 7 to 2, resulting in 100% cost savings and increased efficiency. I managed the project end-to-end, collaborating closely with the training team and SMEs, and expedited new hire contributions to the team.Among my additional accomplishments: • Adopted a phased approach for projects, enabling faster execution and reducing completion time from several months to one month, resulting in a quicker product-to-market rate.• Served as a subject matter expert (SME) in various training areas and master trainer to certify instructors; communicated regularly with executive team members to provide updates on project progress and direction.• Oversaw project management, design, and execution of workshops; conducted train-the-trainer sessions for instructors on new content and convened quarterly and impromptu update gatherings.

Conducted daily training workshops and provided support to project managers. I am certified in a variety of operations, sales, leadership, and communication classes, which allows me to provide a wide range of training services.Given my expertise and experience, I serve as the primary point of contact for all training-related matters within the organization.

I played a significant role in the design and development of both instructor-led training and eLearning for over 15 workshops. Additionally, I provided coaching and mentorship to peers and colleagues to support their professional development.One of my strengths in this role was providing innovative techniques for designing eLearning, customized to meet specific client needs. I also served as a project manager for instructor-led workshops, responsible for scheduling and updating content to ensure it met the client's requirements.

Facilitate and contribute to professional development of new hire employees, existing employees, and managers.Coach, mentor and develop peers as well as colleagues. Collaborate with team members to drive for end results.

Instruct and recommend policy and procedure in call center environment to employees bank wide, specifically branch employees.Assist employees with all around operational and new account skills.Follow company's guidelines by researching manuals to provide accurate information.Handle high volume of calls promptly, while providing a high standard of customer service to employees in need of resolution.Use problem solving skills to assist employees with their needs.

Assessed clients' financial situations to develop strategic financial planning solutions.Presented new and additional products and services to existing customers.Approached prospective clients through cold calling and emails to meet sales targets.Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.

Secured client retention by driving service and product benefits, features and recommendations around clients' needs.Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.Communicated effectively with groups of customers and employees to recommend solutions to common problems.Resolved customer issues in timely manner while complying with company standards.Handled diverse range of customer service, operational and administrative requirements daily.

Handled various accounting transactions.Maintained teller drawer to perform bank transactions.Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.Sold cashier's checks, traveler's checks and money orders.Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions.