Provides expertise for all learning and development related matters, identifying and understanding opportunities for programmatic improvements based on current and forecasted needs.Performs various training functions such as facilitation of training courses, coordination of vendor delivered programs and maintenance of training inventory system.Assists in various training functions such as needs assessment, program creation, analysis of participants’ feedback and evaluation of program effectiveness.Delivers classroom, webinar, eLearning and video-led training.Updates regularly eLearning and non-digital curriculum to ensure content is fresh, relevant, and timely.Acts as a consultant for deployment of eLearning and classroom-led trainings.Applies Adult Learning Methodologies and principles to all course creation and delivery.Consults, assesses and recommends solutions to identify and close performance gaps.Creates and maintains standard operating procedures for course content developmentConstructs curriculum and learning program structures within the Learning Management System (LMS).Tracks and reports on training activities in support of compliance and audit requirements.Provides help and support to additional system administrators and end users.Assists in gathering participants' feedback and evaluates the effectiveness of training format and content.Ensures that staff training occurs and individual training plans are completed and followed.Administers and maintains a training inventory system.Coordinates STAR and MERIT independent study courses by ensuring that course materials are properly distributed, tests are completed and sent for scoring. Distributes certificates for course completion.Assists in the preparation of the internal training calendar that identifies training activities, and upon approval, coordinates their completion.Assists in overseeing community, charitable and social events for the Credit Union.

• Identifies and assesses training needs and makes recommendations to business partners on how to close gaps, as well as monitors upcoming products and product releases.• Meets with Sr Leaders and stakeholders to discuss training gaps, training needs, and performance gaps for front-line and mid-level managers.• Consultant coach in the classroom, in the field during regular store visits, and via conference calls focusing on enhancing sales and the customer experience.• Maintains training dashboard to connect performance to KPI and ROI. Utilizes data to determine weekly and monthly training and workshop focus.• Supports the on boarding of new employees by the facilitation of content necessary to job competency, and ensures success by continued follow up for six months after class completion.• Ensures training is strategically aligned and continuously improving by incorporating feedback from clients and colleagues.• Responsible for maintaining a calendar for organizing work load, the maintenance of new hire rosters, and remaining current on changing policy and procedure, as well as potential impact to the store and the curriculum.• Guides learning and development staff and shares expertise in the development and use of e-learning methodologies for course design; works with subject matter experts to support appropriate online teaching mechanisms• Evaluates learning and development programs and workshops to judge effectiveness and implement identified improvements

Daily Operations•Provide on-call support to Service Valets and communities within split shift schedule•Responsible for recruiting, hiring and onboarding Service Valets•Responsible for ensuring daily/nightly completion of resident door step trash/recycle pick-up for assigned properties•Effectively plan, organize and manage time•Inspect properties regularly for resident and Service Valet compliance•Responsible for creating and managing schedule for part-time workforceCustomer Retention•Makes informed decisions with consideration of customer/associate impact. •Use critical thinking skills to forecast/solve problems and drive results. •Ensures maximum quality of service•Create and maintain cooperative working relationships and frequent communication with property staff through daily site visits and immediate response to questions and concerns•Promote and educate property staff on any/all new service offerings from Valet LivingOrganizational Activities•Comply with, promote and train on all safety policies and procedures. •Report all safety incidents in a thorough and timely mannerCollaborate with internal business partners in human resources,•Acts in accordance with organizational and quality standards•Discusses associate’s development needs and subsequently facilitates appropriate support, coaching and/or training opportunitiesService/Support•New community launches, including container distributions•Driving to inventory warehouse when needed for supplies (Personal Protective Equipment, Containers/Weigh Stations, Brochures, etc.)•Drive to properties within assigned district/region up to 50% of the work day

• Lead facilitator for Teller, Lead Teller, Customer Sales and Service Representative, Personal Banker, and Service Manager positions. • Facilitate 2 - 4 classes monthly; teaching approximately 15 participants per class. Classes range from 1 – 4 weeks in length.• Coach in the classroom and in the field during regular store visits with a primary focus on bringing managers up to speed in the Sales and Service process. • Responsible for the interactive delivery of the teller curriculum and the logistics of such. • Supports the on boarding of new employees by the facilitation of content necessary to job competency, and ensures success by continued follow up for ninety days after class completion. • Responsible for maintaining a calendar for organizing work load, the maintenance of new hire rosters, and remaining current on changing policy and procedure, as well as potential impact to the store and the curriculum.

• Served as lead trainer supporting classroom and field training supporting the DFW metroplex as well as the Texarkana market. • Specialized in the delivery of customer service related content as well as compliance and regulatory classes. • Facilitated 2 or more classes monthly; teaching approximately 10 participants per class. Classes range from 1 – 2 weeks in length.• Lead facilitator for teller and banker classes. • Evaluated effectiveness of program and coordinated with line leaders and curriculum development to make necessary adjustments. • Responsible for team member records as it pertained to the completion of classes. • Shadowed leaders in the field, and partnered with human resources around disciplinary problems in the classroom or those observed during field visits. • Assisted in HR completing reference checks, phone interviews, background checks, investigations, and disciplinary documents.

• Trained new tellers during their “on the job” phase of new hire training; training included all basic operational functions as well as customer service protocols. • Served as a mentor around compliance issues, safety procedures and maintaining proper bank controls. • Completed formal observations of new tellers, shadowed them as they interacted with customers, and provided feedback. Also made recommendations to management around the readiness of tellers. • Completed follow up with tellers for thirty days after their transfer to their assigned branch. • Coached other teller coaches.

• Serviced Commercial Customer accounts, • Performed transactions and made referrals for investments and new accounts • Performed Operations Manager duties in the absence of the Operations Manager for 18 months, which consisted of o Federal Audit Compliance o Teller Schedulingo Teller Sales Coachingo Teller Customer Service Coachingo Teller Sales Goalso Daily Teller Reportso Escalated Customer Issueso Monthly Teller Reviewso Disciplinary Action