Tricia Pardo Email & Phone Number

Remote- Denver, Co

• Trainer for TD Bank, Retail Card Services (RCS) team, customer service and credit teams.• Content development for new technical systems and training content using Canva.• Facilitator of new software - TSYS Technical Customer Service (TCS) and TS2 to TD Bank employees• Demonstrate an efficient, effective, and timely approach to learning new courseware and navigation. • Technical support for facilitated classes with virtual participants.• Collaborative with project management team, procedure team, subject matter experts (SMEs) and management on procedures and content material.• Create practice worksheets for training classes and Kahoot activities/review.• Timekeeper, provide updates of participants of the class, communicate with management if necessary.• Clear communication with management, colleagues and class participants via email, chat, meetings, and phone conversations• Volunteer and available for collaboration, employee support, teamwork, and organization goals.• Update follow-up on feedback, suggestions and changes to the training materials, agenda, and review activities.• Virtual training via Webex, and Microsoft Teams.• Created tracking worksheets of procedures received, converted to QRGs and a daily count. • Performing administrative duties related to training, email follow-ups, coordinating meetings and tracking attendance of participants.• Professional attitude, personable personality, and team player.

Remote: Denver, Co

• Technical support for facilitated classes with virtual participants.• Facilitator of new software for Deloitte to train State of Arizona employees.• Created practice worksheets for training classes.• Reviewed content, training materials (facilitator guides and participant guides)• Producer for colleagues who facilitated classes.• Timekeeper and provided updates of participants of the class to the facilitator.• Facilitated new software for Child Support for government employees.• Piloted and practiced dry runs of new software classes to other colleagues, management, and staff.• Followed-up on feedback, suggestions and changes to the training materials, agenda, and reviewed activities.• Facilitated 100% virtually using Zoom, Microsoft Teams and Google Meets• Co-facilitated classes and team meetings• Collaborated with subject matter experts, management, and colleagues.

Denver, Colorado, United States

• Facilitated New Employee Software Training for all new hires • Assisted with design and remote delivery of computer-based and multimedia curriculum• Maintained existing training content and system information • Built online content in Learning Management System (LMS) and developed monitoring solutions to ensure employees were completing all core new hire learning paths and other assigned mandatory trainings.• Populated and maintained firm electronic training resources (e.g., portal, videos, email-tips) as well as LMS system materials• Scheduled invites and communicated class course materials• Delivered simple and technical training content to participants• Responsible for weekly follow-up communications with past participants• Organized and created new facilitator guides for content and managed training timelines• Virtual live training in various classroom sizes• Personable in training to help a variety of learners using different training techniques • Assisted employees with questions and concerns on various software systems• Supported the firm’s department goals and organizational stats• Familiar with law terms, staff positions, and the structure/organization of a firm • Gathered and evaluated feedback and followed up to ensure continuous support• Prepared hard copy training materials for training sessions

Broomfield, Colorado, United States

• Developed and delivered training programs on payment processing products, processes, and technologies.• Maintained existing training content and systems resulting from analysis of system development, regulatory mandate, and/or payment brand compliance• Content reviewed and made updates to existing training materials, processes, and procedures• Created and built learning activities to support training content to retain information• Delivered simple and technical training content to participants• Organized and developed new content, managing training timelines• Built relationships with managers/directors and staff to keep communication open and gain trust• Trained in-person training and Virtual training in various classroom sizes• Personable in training to help a variety of learners using different training techniques • Provided input and consultancy relating to participants, products, and systems• Evaluated feedback and follow up to ensure continuous improvement• Trained soft skills and the use of empathy for agents to relate to customers/clients• Lead and facilitate meetings with senior management, managers, and team leads• Supported the company’s organizational goals and department stats• A resource for the L&D team, and other departments on questions concerning procedures and policy

Greater Denver Area

• Maintained a high degree of knowledge about credit union programs, ensuring exemplary and accuracy• Flexible in assuming a variety of roles and accommodating or engaging different delivery channels including member facing, telephone, email, video conference and webinars• Responsible for coordinating and providing training, coaching, and mentoring to new and existing staff• Facilitated live and virtual instructor-led training courses/webinars for the organization• Launched new jabber/chat program to the organization as well as training on new Finesse Cisco phone system for Member Service Contact Center (MSCC)• Conducted one-on-one meetings, with tenured staff, to determine training needs and additional learning opportunities• Strong desire to share knowledge & train, work one-on-one with Member Advocates, & consistently share & organize wide initiatives & training programs• Served as a mentor & positive role model for staff across the organization in regards to member service, professionalism in dress, tone, & communications• Contributed to activities that promoted individual and organizational growth in membership, retaining employees & development of member advocates careers • Demonstrated consistency in leadership by participating in leadership meetings, one on one meetings with staff supervisors & ongoing discussions to leadership for tracking training & continuous on-boarding• Assisted in promotion for new role of Member Advocates, prepared & organized MA checklists, assessments & training development in order to graduate MA staff• Acted as a liaison between new hire or trainee, management, & the Learning and Development Department• Continuous communication between Supervisors, leadership, & on the job trainers to successfully train, improve, & meet new hire expectations towards graduation & beyond• Created job aides, updating training, workbooks & facilitator guides• Brainstormed new ideas to help adult learners and different learning styles

Greater Denver Area

• Performed support functions of the IRA process for the organization including the maintenance of IRA accounts; monitoring for regulatory changes; and providing IRA training and assistance to customers and staff• Successfully facilitated IRA training classes for internal employees of the organization• Developed IRA training materials and delivered training program to the credit union employees to ensure compliance with federal regulations and credit union policies• Prepared time sensitive reports for IRAs that were reported to the IRS and to members• On the job trainer for branch staff and on-boarding new branch employees• Licensed Series 30 for loan protection insurance• Mortgage Loan Originator - #453003• Performed mortgage loan closings and lien releases• Engaged consultative conversations with members in person and over the phone to make recommendations for credit union products, services and loans • Conducted new accounts and loan audits within the branch and reviewed with employee as necessary• Presented and explained credit union products and services to members and assists in meeting their financial needs by processing consumer loan requests, solving customer service inquiries, and assisting in transactions such as opening, closing and completing maintenance requests of accounts

• Responsible for audit and review of Individual Retirement Account (IRA) transactions for accuracy and compliance. • Monitor various publications, reports for legislative and regulatory changes which may have a direct impact on IRA policies and procedures.• Successfully oversee to completion annual IRA requirements including the editing and distribution of personal tax documentation as well as annual IRA correspondence. • Developed IRA training materials and delivered training programs to bank employees to ensure the bank remained in compliance with federal regulations and bank policies. • Perform comprehensive research on IRA transactions including routine transactions and regulatory compliance issues providing critical feedback and recommendations to management for final resolution.

• Executed daily research on exception matters including charge-back and rejected transactions providing critical feedback and recommendations to management and customers for final resolution.• Monitored and processed deceased accounts in order to meet regulatory compliance and firm standards. • Provided and researched copies of members’ drafts and statements. • Completed a comprehensive audit of electronic and paper IRA artifacts and documents for closed transactions to make certain all required regulatory compliance standards were met.

Certification In Training, Workforce Development And Training

General

Education record