Lauren Lambert Email & Phone Number

• Tracked attendance and progress against goals for each training class.• Mentored new hires, resulting in stronger staff development and increased productivity.• Monitored participant workflow and behaviors throughout training process.• Demonstrated professionalism and courtesy with bankers while working to resolve problems or respond to questions.• Described many solutions to bankers to assist in problem resolution.• Responded to support requests from bankers and patiently walked individuals through basic troubleshooting tasks.• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.• Worked with project management team on reported errors and bugs on newly released software and assisted in deployment of release fixes.• Monitored systems in operation and input commands to troubleshoot areas such as internet banking and loan origination.• Developed and tested new product offerings prior to release to assist development team in bug identification.• Used Splash!, our internal broadcast system, as a way to communicate information directly to bankers.• Built training material for the department to streamline and engage potential new bankers within Banker Support

Columbia, Missouri Area

• Assisted estimated 20 customers each hour and remained poised and professional even in high-stress situations and when dealing with irate individuals.• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.• Scheduled and taught in class courses to increase learning opportunities.• Eliminated process gaps by implementing new methods of standardized training.• Recognized and tapped talented staff to fill key positions in training and maximize productivity.• Extracted videos for use in later courses.• Recruited and trained over 50 new video tellers.• Recruited and trained six new coaches to help manage large groups of trainees.• Built tests and study guides to ensure our new employees comprehend important banking material.• Adapted training to fit the needs of a quickly growing department including building new material and restructuring classes.• Built games to help new employees retain information leading to higher success rates with our tests.

Columbia, Missouri Area

• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.• Maintained positive customer relationships by responding quickly to customer service inquiries.• Assisted Manager in interview process of prospective employees and provided feedback.• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.• Coached team on effective upselling and cross-selling methods.• Set and enforced policies focused on increasing team productivity and strengthening operational efficiency