Rick Townsend Email & Phone Number

Lyndonville, NY, US

Work From Home, NY

• Leader of Learning Support for the Commercial & Institutional Banking groups within Key. Partner with LOB Leaders, and HR Directors to implement agile learning solutions and manage initiatives to align learning and.
• Program management and vendor oversight for.5M dollar learning program, ran for 3 years saving 200k and with a 35% promotion rate for participants
• Indirect management of learning support staff to align support in an agile model to LOB initiatives resulting in highest support satisfaction and engagement across supported LOBs

Work From Home

• Developed, designed, and implemented Relationship Banker Program in partnership with Leaders, and SMEs for current bankers, and aspiring bankers across the Enterprise
• Designed, and developed database for managing, and tracking of projects and instructional design requests for L&D team
• Responsible for providing leadership and direction to the design, development and deployment of learning and training programs for MM and Enterprise
• Partners with senior stakeholders to develop and deliver a compelling strategic vision and corresponding action plan for delivering learning and development
• Responsibilities include internal consulting, talent management/development, project management, facilitation and change management
• Lead developer and training support for Enterprise wide solutions for CRM platform- Salesforce and nCino

Amherst, NY

• Developed, designed, and implemented Training Program from the ground up for entire site
• Developed and managed tracking and scorecard databases and spreadsheets for associate and department performance
• Manage team of 25 call center associates dedicated to handling lease end inquiries and processing lease end terminations and payoffs
• Manage internal business operations to exceed service level agreements
• Achieved 100% manager trust and effectiveness scores from associates on engagement survey

Rochester, New York Area

• Coordinated required compliance training for entire division of 4000+ employees
• Managed training redesign project to ensure current lending regulations are met
• developed and designed designated training modules before deadline
• Designed, coordinated and managed cross training and up skill of 600+ employees to handle new skill based on changing lending regulations

Albion, NY

• Designed, implemented, and automated Job Coach Scorecards across 2 platforms which aligned the programs and increased accuracy by 100%
• Created and trained a Job Coach New Hire Program for all Job Coaches across Chase’s default organization, this allowed increased productivity across the 5 platforms
• Designed, implemented, and trained staff on SharePoint reporting tools that decreased time to create monthly reports by 75%, and increased Job Coach productivity and output by 50%
• Pioneered a coaching and feedback model for the Job Coaches that increased agent productivity by 20%
• Created tracking tools to house audit files to ensure 100% compliance with investor audits
• Manage a staff of 10 employees across 4 sites and ensure all personnel meet and exceed guidelines for communication, training, projects, and documentation of all responsibilities. Based on my ability to coach, train.

Albion, NY

• Educated staff on current updates by creating a monthly newsletter which resulted in 25% reduction in staff questions to management
• Organized and facilitated monthly meetings with Job Coaches to increase value and facilitate the collaboration of ideas across supported units
• Designed and tracked audit requirements for entire site to ensure 100% compliance with audit requests

Albion, NY

• Cross trained entire site on Loss Mitigation functions from Retail, and achieved a 25% productivity increase above peers for agents attending same class
• Developed and implemented trackers and spreadsheets to house class data and streamline reports to decrease training reporting and documentation up to 50%
• Spearheaded training curriculum development for multiple customers and conducted train the trainers for the new material as a subject matter expert
• Recognized for the Above and Beyond Award for 2nd quarter 2010 for the entire training division

Work From Home/ Albion, NY

• Independently managed site inventory including materials, classrooms, and resources while meeting all standards and delivering on all timelines in support of the contact center while saving monthly costs in excess of.
• Effectively assisted in design and development of curriculum for internal programs while exceeding all standards for training and developing staff in excess of 100%
• Independently managed the creation of schedules, reports, delivered on multiple projects, and completed personal development while achieving 100% adherence to all timelines and standards
• Assisted peers and conducted train the trainers as an expert across all supported processes
• Spearheaded several projects to increase client awareness and productivity while still delivering on all standards and timelines for our customer

Albion, NY/San Antonio, TX/Cebu City & Manila, Philippines/San Jose, Costa Rica

• Educated and developed staff on all customer facing roles regarding guidelines, processes, product knowledge, standards, and procedures by conducting training classes for new hires and advanced employees
• Exceeded project responsibilities month over month and met aggressive deadlines and timeframes for projects delivered on time and above standards
• Collaborated with management and developed staff in 4 new contact centers across 3 countries due to extensive training experience and adult learning skills, resulting in the quick start up of 4 sites in 20% less time.
• Exceeded delivery expectations by becoming a subject matter expert on all classes offered and the preferred trainer requested by management to conduct classes, as assessment results and agent development exceeded peer.

Albion, NY

Retail call center inbound representative.

Medina, NY

Manage day to day operations including; inventory, staff on boarding/off boarding, training, payroll, scheduling, and escalations.