Work
Experience
2022 - 2024
Sr. Manager, Training
I supported new hires learning the material to pass their securities licenses (SIE, Series 7, Series 63). With a department wide pass rate of over 80%, the team was able to support the hiring and rapid upskilling of professionals to support clients and their financial needs. I also supported comprehensive reporting for the licensing team, as well as creating and delivering training on business case presentation skills, and test anxiety management skills.
2016-2022
Sr. Manager, Employee Development
Onboarding new hires to customer service phone roles, I worked to build an appreciation of culture, good work habits, and ways to be successful and authentic for over 450 new hires. I managed over 150 training classes in multiple locations, keeping high engagement and low attrition.
I created many training courses, upgrading one using Adult Learning Methods, increasing learners' confidence by 80% and reducing errors by 40% over the previous training.
I was also lucky enough to work with a cross-functional team to roll out a tech solution for system accesses. As the liaison between the tech team and the pilot group, I was able to build relationships to get information to and from each group promptly to create rapid solutions.
2014-2016
Resolution Specialist
While working to support front line teams with complex issues, I also studied for my securities licenses, and in just over a year had the Series 7, Series 63, 9/10 in hand. I served as acting team manager for several teams, including my own virtual team for many months. I was a key driver of engagement through peer recognition, and supported the team through many transitions.
2013-2014
Client Service Associate
I worked to support clients via inbound calls for assistance with their banking needs. I also created an engagement environment within my team, building several recognition programs and resulting in improved metrics in all areas. I served as a mentor and trainer to new team members with support when they started taking calls.
2001-2010
Teller, CSR, Personal Banker, Assistant Branch Supervisor
Throughout my time at the bank, I assisted customers with daily banking transactions, and with in person and phone interactions. I resolved complaints, balanced GL accounts, and supported training by upskilling to new programs and processes.
Education
2010-2012
Master's of Arts, Linguistics
Pursuing my passion for language, I studied socio- and historical linguistics. This time provided additional skills for communication with various groups, and a sensitivity and appreciation for cultures around the world.
2005 - 2009
Bachelor's of Arts, Music
I studied vocal music, learning pedagogy, sight singing, and multiple languages (for pronunciation and understanding, not for fluency).
Skills
& Expertise
- SHRM-CP
- Master Instructional Designer (ATD)
- Project Manager Certified (ATD)
- Learning and Development Certified (AIHR)
- ChatGPT for HR Certified (AIHR)
- Clifton Strengths Coach
- Kirkpatrick methodology
- ADDIE, SAM, Agile Learning, Design Thinking
- Bloom's Taxonomy
- Curriculum Development
- Change Management
- Risk Management
- Project Management
- Communication
- Stakeholder collaboration