Yoshihiro Inaba Jr Email & Phone Number

Bloomington, Minnesota, United States

Plymouth, Minnesota, United States

Greater Minneapolis-St. Paul Area

• Applied instructional design methodologies and best practices to design, develop, and implement global quality training programs.
• Built self-paced new hire e-learning courses used by branches equipping branch tellers with the skills needed to succeed in their roles.
• Built self-paced e-learning courses and blended onboarding training used by contact centers making sure that the new team members have the skills needed to service customer calls successfully.
• Using developmental and inside-out coaching techniques, managed, supported, empowered, mentored, and coached new team members during onboarding in the contact center, ensuring knowledge transfer, retention, and team.
• Facilitated train the trainer sessions to roll out a blended onboarding training for the offshore locations, giving the facilitators knowledge they need to facilitate successful training.
• Facilitated multiple sales training for the contact center, using the Socratic method and instructor-led participant-centered training techniques, improving contact center call quality and sales.

Sioux Falls, South Dakota, United States

• Applied Adult learning theories and best practices to maintain and facilitate effective training programs.
• Created and maintained curriculum, activities, and job aids for onboarding ILT training
• Revamped the new hire training, ensuring materials are ready for an international audience.
• Facilitated "Train the Trainer" workshops for team members traveling offshore to facilitate onboarding training. Their successful facilitation of the onboarding training helped solidify the success of the project.
• Facilitated onboarding training offshore, ensuring the new team members understood concepts and gain the necessary skills to service customers successfully.
• Facilitated collaboration meetings, sharing best practices between states-side and offshore facilitators, ensuring team members get the same experience whichever location they are onboarded.

Sioux Falls, South Dakota, United States

• Used instructor-led, participant-centered training techniques to deliver relevant, engaging, and impactful training.
• Facilitated train the trainer sessions for a third-party company to take overflow calls during system conversion, ensuring customers are well supported during the transition.
• Facilitated engaging instructor-led training for a new internal system roll-out, ensuring team members have the knowledge needed to perform necessary tasks within the system.
• Facilitated multiple engaging onboarding, upskilling, new product roll-outs, and Adhoc training in different states, ensuring team members' success in their role in the contact center.

Sioux Falls, South Dakota, United States

• Provided exceptional customer experience, ensuring compliance with bank policies and regulations while solving customer issues.
• Answered phone calls and accurately and expeditiously serviced customer accounts while providing excellent customer service to improve customer satisfaction.
• Assisted trainers by mentoring new hires during their onboarding to enhance knowledge retention for new team members.

Saipan, Northern Mariana Islands

• Provided exceptional customer experience and ensured compliance with bank policies and regulations while processing customer transactions.
• Accurately and expeditiously processed consumer and business banking transactions, wire transfers, and foreign currency exchanges while providing excellent customer service.
• Streamlined the process of verifying and balancing Nutrition Assistance Program redemptions, eliminating the need for employee overtime.
• Replenished and balanced ATMs and Vault currencies.