Accomplishments:+ Compliance system upgrade from desktop to web app.+ Collections SMS texting campaign and virtual collection portal.+ Lending decision data enhancements.+ Treasury management service products for commercial businesses.+ Network redesign (involving hardware and software infrastructure upgrades).Role Summary:Elicits actual needs of stakeholders - investigating and clarifying their expressed desires - in order to determine underlying issues and causes.Practices a hybrid of Agile and Waterfall principles and philosophies to analyze, define, and document business requirements in order to deliver solutions that meet stakeholder needs. Facilitates stakeholder collaborations, understand and analyze problems and goals, devise strategies, and drive change.Coordinates and facilitates User Acceptance Testing (UAT) by educating and assisting with identifying and writing effective test scripts. Collects data based on success metrics on project implementation and distributes in a comprehensive manner for all to understand.

Accomplishments:+ Reduced Call Center Onboarding hours by 25% (30 business hours) by implementing appropriate eLearnings to various training topics (primarily basic system navigation)+ Created and implemented ad hoc security refresher eLearning training for Service Call Center staff with an 81% passing rate.+ Maintained a 4.65/5 star class rating and 87% passing class knowledge check scores (2022)+ Maintained a 4.5/5 star class rating and 87% passing knowledge check scores (2021)Role Summary:Planned, prepared and presented learning sessions in accordance with department standards for proper maintenance, functionality, usability, and quality of all learning presentations and to various audiences within the organization: in-person, webinar, on-the-job, side-by-side, live simulations, role-playing, etc., that successfully meet the stakeholder requirements and audience needs.. Reviewed and studied policies, procedures, technologies, and resources including training documentation, websites, and multimedia programs.Administered and maintained department systems and databases for assigned curriculum and reports relative training data. Evaluated training sessions hosted on a scheduled basis by assessing overall effectiveness of learning sessions, conducted and updates or adjusts course materials and delivery methods as needed. Evaluated overall training effectiveness using surveys, knowledge checks, coaching, and self-assessments.Consulted with stakeholders and subject matter experts to capture and interpret learning requirements to assess and design engaging and effective presentations, programs, and deliverables.Specialized in:Call Center Servicing (system navigation, policies/procedures, security/risk management, product knowledge, and customer/member service)New Employee Onboarding (industry/company history, organizational goals, benefits/perks, system navigation, and compliance)Instructional Design (In-Person/Virtual training experiences, eLearnings)

Producing content that provides the most value to your customers.Delivered high quality small business brand photos and videos, commonly used for website and social media marketing.Provided content strategy consulting and planning to help entrepreneurs feel confident with an executable plan.Worked with clients on the direction of their product and business.Clientele includes both product and service based businesses.

Coordinated and executed on multiple company wide programs to enhance 10,000+ team member day-to-day experiences (including senior leadership):Milestone Anniversaries (5 year to retirement)Team Member Enhanced Parking AwardsLife Event Recognition and Support (birthdays, funerals, etc.)Chief and Team Member Networking Events

Planned and executed rebrand (from “RapidAdvance” to “Rapid Finance”):Collaborated with stakeholders on internal and external communication.Planned, developed and executed email marketing rebrand strategy for current, past, and prospecting clients.Oversaw strategic efforts for email and blog:Increased email open rates by 40% for lending partner and blog promotions by experimenting with blog content, frequency, and target audiences.

Trainer and facilitator for interns, new team members and leadership. Content includes:First day orientationEvents with community partner program (ExperienceIT)Internship projects and eventsLeadership Development (personal branding and IT role expectations)Created and coordinated external and internal recruitment efforts (podcast, social media, and email marketing):Provided career support for interns through the duration of their employment

Provided visibility to IT and business leadership on business goals and project progress:Created quarterly and annual roadmaps for new projects and current application maintenance.Met with stakeholders to gather requirements needed for any request or project.Collaborated with C-Suite on annual projects and goals to determine work needed from software development teams.Provided guidance to software development teams by organizing and facilitating Agile ceremonies, meetings, and trainings.Helped software development teams determine purpose and effort needed to accomplish goals in the upcoming iterations.Facilitated Scrum ceremonies (stand-up, sprint planning, backlog refinement, retrospective, and sprint review):Assisted peers with educating and training development teams on scrum ceremonies.Revamped IT Project Management Office’s intern program.

Provided visibility to IT and business leadership on business goals and project progress:Created quarterly and annual roadmaps for new projects and current application maintenance.Met with stakeholders to gather requirements needed for any request or project.Collaborated with C-Suite on annual projects and goals to determine work needed from software development teams.Provided guidance to software development teams by organizing and facilitating Agile ceremonies, meetings, and trainings.Helped software development teams determine purpose and effort needed to accomplish goals in the upcoming iterations.Facilitated Scrum ceremonies (stand-up, sprint planning, backlog refinement, retrospective, and sprint review):Assisted peers with educating and training development teams on scrum ceremonies.