Marvin Lonzon Email & Phone Number

San Diego, California, United States

San Diego, California, United States

Collaborated with the Director, Talent Development to recommend, design and deliver training solutions for key organizational areas including employee on-boarding, leadership development, member experience, operational/technical, compliance and sales development. • Designed, developed, implemented, and facilitated organization-wide curriculum for both In-Person and Virtual Learning avenues for 150+ employees annually. • Founded process for conducting ongoing needs assessment and analysis reviews of course material using interviews and data from frontline employees, managers and key stakeholders to deliver actionable insights for improved onboarding. • Developed sales, operational and soft-skill training material and ongoing support structures for Contact Center, Retail Branches and Back-Office employees using various learning methods including: Webinar, Video, Classroom, e-Learning Modules, Micro-learning, Self-Paced assignments and more. • Acted as Co-Owner of the Learning Management System. Managed the new hires, enrolled participants to classes, pulled compliance training reports and updated any staff changes. • Collaborated with Human Resources to build greater on boarding processes for New Hires, as well as discover growth opportunities and development programs for seasoned employees. • Partnered with department leaders for specialized training, project development and delivery. • Reported on progress and participation level of the employee during training sessions. Administered test to trainees to measure progress and to evaluate effectiveness of training, during and after sessions. • Studied and developed training skills to better facilitate training classes and enhance training methods, staying informed and up to date on new developments, methods and techniques in the training field. • Assisted in maintaining and updating training tools and materials such as job aids, handouts, exercises, evaluations and tests.

San Diego

Assisted department manager in supervising and directing the daily activities of the team through the assignment and coordination of work duties and schedules.• Provided training, technical guidance and support to increase quality member service. • Guided and directed the referral and sales effort of the Member Service team. • Conducted in-department training to increase overall knowledge and productivity of staff. • Developed and motivate staff to enhance sales skills and techniques to ensure member retention and satisfaction. • Coached, mentored and trained new and current Member Service Representatives. • Participated in the employee quarterly performance assessments and performance appraisals.

Assisted department manager in supervising and directing the daily activities of the team through the assignment and coordination of work duties and schedules.• Provided training, technical guidance and support to increase quality member service. • Guided and directed the referral and sales effort of the Member Service team. • Conducted in-department training to increase overall knowledge and productivity of staff. • Developed and motivate staff to enhance sales skills and techniques to ensure member retention and satisfaction. • Coached, mentored and trained new and current Member Service Representatives. • Participated in the employee quarterly performance assessments and performance appraisals.

San Diego, California, United States

Processed online banking service inquiries and financial transactions through online banking and via telephone. • Responded to all online communication and inquiries submitted by members via the credit union website and online banking within 48-hours. • Worked with the retail team and branches to complete member requests such as signing documents, wire request and forms that required wet signatures. • Worked overflow call center escalations that included member information updates, fee reversal requests and other related member service’s needs.