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.
• 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.
• 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.
• 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.

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.

• 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.

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.