Terry Mcdonald Email & Phone Number

Corvallis, Oregon Area

Gresham, Oregon

• Facilitate new hire training for early stage collectors in a four week, performance-focused program that includes both onboarding and technical skills sessions. Emphasis is on the development of skills that results in representatives who are prepared to make and receive productive customer calls immediately following training• Specialization in interactive, engaging programs to new learners leading to both comprehension and knowledge retention. Effectively deliver content to each individual learner using communication methods based on their specific learning style• Prepare and deliver manager status reports that keeps them informed on the progress of their new employees and tracks any performance issues needing attention• Contribute detailed feedback to instructional designers of any procedural or software updates requiring changes to course delivery or participant training material

Canby Oregon

• With advanced communication skills, expertly contributed to customer skill development on the use of proprietary client management software, resulting in 80% customer retention and 95% highly satisfied survey results• Effectively conducted web-based training courses which led to competence and knowledge development. Diligently resolved specific technological challenges and addressed questions and knowledge gaps in a one-on-one environment, customized to the needs of the agency. Also conducted eLearning in classroom webinar environment with up to 20 participants in each session from throughout the U.S. via the administration of engaging, interactive training sessions. Developed course objective PowerPoint slides for 3 training modules to prepare learners for topics to be covered in each session. • Provided detailed feedback to instructional designers on asynchronous learning programs developed for HawkSoft University.• Effectively conducted ongoing review of internal procedures, resulting in documentation that was recognized as comprehensive and clearly understood by all users

Springfield Oregon

• Developed and delivered multiple new training programs (including all training materials, job aids and presentation materials), utilizing feedback from SMEs that resulted in performance improvement and goal achievement• Delivered content to participants using PowerPoint presentations and workbook-format job aids and training manuals. Assessed comprehension at key benchmarks utilizing quizzes and proficiency tests that included multiple choice, matching exercises for terminology checks, true/false and short answer questions. • Programs developed included a new employee on-boarding program, a member service specialist program that included loan underwriting and credit report review, and a computer security program that focused on preventing network virus contamination, privacy protection and dealing with identity theft. Additionally, developed knowledge assessment activities, such as a Jeopardy-style game that included audio clips and video components via an advanced PowerPoint document.• Analyzed results of each program and routinely conducted assessments to determine whether revisions/updates were required to ensure the ongoing value of each program• Working with an outside vendor, developed compliance training program which provided to management clear, objective assessments of staff’s understanding of banking regulations. Also provided monthly reporting to branch and department managers of completion status and grades.• Expertly led training efforts through total enterprise computer conversion, managing the development of various training modules for all administrative and branch staff (approximately 220 employees); utilizing information gathered from various department SMEs, developed user-friendly training materials that led employees through each of their daily transactions. Training materials developed were used as the basis of procedures created post-conversion.

Corvallis, Oregon

• Developed structure and focus for organization’s first training department, including product knowledge programs, technical training on new phone system, new Internet Banking program and a consultative customer service program.• Utilizing feedback from needs assessments conducted with teams of subject matter experts, authored numerous training tools that provided resources to branch level employees. With Excel and Publisher software programs, developed documents such as processing flow charts, documentation resource directional guides and much more. • Provided monthly status reports to management team so that they were informed of all training projects in the pipeline.

Eugene, Or

• Provided customer support for electronic funds transfer (wire transfers and ACH origination) • Developed effective internal procedures for new customer product• Analyzed systems and procedures to improve efficiency and troubleshoot problems

Stockton, Ca

Interviewed, trained, supervised and evaluated performance of customer service and operations employees; modified personnel assignments based on company needs; designed and delivered staff training plans based on reviews . Led continuous quality improvement efforts; developed procedures to coordinate a branch merger involving a staff of 15; monitored compliance with company and regulatory standards, policies and procedures; performed various operations, customer service and executive functions as needed . Acted as employee advocate and liaison with law enforcement and federal officials during a security crisis.

Stockton, Ca