Mirta Vourthis Email & Phone Number

San Bruno, California, United States

San Francisco Bay Area

Develops, coordinates and conducts operational and sales training surrounding the functional tasks of loans and account services within Financial Services. Ongoing evaluations to assess trainees’ mastery of the subject matter to insure desired results are in line with departmental goals and objectives.- Partners with Management, Leads and Human Resources to help develop and implement appropriate strategies for training and development programs including but not limited to the following… Show more Develops, coordinates and conducts operational and sales training surrounding the functional tasks of loans and account services within Financial Services. Ongoing evaluations to assess trainees’ mastery of the subject matter to insure desired results are in line with departmental goals and objectives.- Partners with Management, Leads and Human Resources to help develop and implement appropriate strategies for training and development programs including but not limited to the following areas: TellerNew Accounts, Loan Services, Tele-Service Center, Sales & Service, Technical /Systems, IRAs, Professional Development & Career Planning.- Constructs surveys; conducts interviews; observes and analyzes on-the-job performance; and collects, analyzes and presents data.- Conducts needs assessments to determine training objectives, audience needs, training plans and appropriate programs that will increase performance to attainable goals.- Collaborates with managers and leads to ensure suitable quality training programs and materials are delivered to the designated employee groups.- Coordinates training schedules with managers and leads to ensure sufficient continued coverage in member service areas.- Evaluates and helps select various training programs, including off-the-shelf programs that support departmental goals.- Participate in third party training programs and implement best practices.- Coordinates the development of training programs using subject matter experts.- Customizes training outlines, trainer’s notes, visuals, exercises, participant manuals, flipcharts,job aides and miscellaneous items as necessary.- Facilitates classroom training ensuring a high level of program success.- Maintains accurate records of training completed.- Designs performance measurement tools that identify, define, and categorize performance incritical performance areas. Show less

San Francisco Bay Area

-Analyzing the promotional potential and overseeing the creation of programs that are implemented and VIP customer support & sales promotions-Responsible for planning, controlling, directing and providing reports in order to manage the VIP players -Vendor management and making sure that the outsourced centers (Manila, El Salvador and Santa Ana) are working according to guidelines and making sure that goals are being met and customers taken care of according to the implemented standards… Show more -Analyzing the promotional potential and overseeing the creation of programs that are implemented and VIP customer support & sales promotions-Responsible for planning, controlling, directing and providing reports in order to manage the VIP players -Vendor management and making sure that the outsourced centers (Manila, El Salvador and Santa Ana) are working according to guidelines and making sure that goals are being met and customers taken care of according to the implemented standards and procedures-Implementing improvements to administrative tools, game structure and customer voice & tone-Making sure that new releases and promotions are done on time & coordinated with all the teams as well as vendors-Managing Zynga Black Queue and making sure that tickets are taken care of in a timely manner with satisfactory results through Salesforce CRM system Show less

Santa Clara, Ca

-Planned and organized daily work & tasks for member services department-Managed and followed security, safety & other member services procedures, with responsibility to analyze and identify issues & patterns and implemented new solutions to the existing problems-Experienced in the Call Center environment (started as a Call Center agent and later on promoted to the supervisor) – supervised the Call Center-Worked on sales materials and on the sales plans in order to increase the… Show more -Planned and organized daily work & tasks for member services department-Managed and followed security, safety & other member services procedures, with responsibility to analyze and identify issues & patterns and implemented new solutions to the existing problems-Experienced in the Call Center environment (started as a Call Center agent and later on promoted to the supervisor) – supervised the Call Center-Worked on sales materials and on the sales plans in order to increase the number of memberships and products and meet our goals-Opened new memberships in person and processed online membership submissions -Helped with consumer and mortgage loan applications & originations -Took care of the daily Vault balancing and made sure that the vault cash/coin balance are within the guidelines (placed the cash/coin orders for the vault)-In charge of the credit union’s general email and made sure that member’s requests are promptly responded to -Provided training to new employees as well as new branch managers-Promoted and maintaining a positive image of the credit union to assigned personnel, members and the community Show less

Campbell, California, United States

- Actively managed around 300 accounts from origination to funding – mortgage offices in San Jose, San Francisco & Monterey- Reviewed and wrote reports; underwrote, calculated & made decisions about possible candidates for mortgages- Advised mortgage brokers them about loan programs & the best possible solutions for their borrowers- Produced statistical analyses & calculations for the goals and sales requirements

Ba, English Language & Literature

Aa, Computer Graphic Design & Art