PROFESSIONAL OBJECTIVE Experienced, degreed, certified Corporate Trainer, with over 16 years of experience in the credit union industry, seeking a senior level training and development position in which multiple talents can be utilized to improve the performance and leadership abilities of all employees. PROFESSIONAL SUMMARY Certified Facilitator for several curriculums including Franklin Covey, VitalSmarts, Partners in Leadership, CUNA Creating Member Loyalty, and The Table Group. Specialties include aligning organizational culture, coaching and mentoring, and leadership development. Extensive knowledge in all areas of the financial industry through front line work, onboarding new employees in a live environment, authoring and co-authoring standard operating procedures, and consulting for training purposes. Excellent oral and written communication skills used to successfully coordinate, design and deliver multiple training formats. Dynamic presentation skills with the ability to combine classroom facilitation, group participation, individual activities, creative delivery and multimedia to enhance learner retention. Accomplished motivational skills with the ability to inspire and build enthusiastic individuals and teams. Proficient in Microsoft Word, PowerPoint, and Excel with the ability to use creative enhancements including clip art, downloads, animation, videos, and purchased training tools. Strong background in retail sales, management, coaching, and customer service through managing small businesses in high volume locations.
01/2006 to Current
Chief Learning OfficerAMPLIFY FEDERAL CREDIT UNION － Austin, Texas
Responsible for designing, teaching, and sustaining a positive organizational culture through successful onboarding practices and continuous monitoring of various feedback surveys and recognition programs.
Researched, developed, and implemented a leadership development program to grow leadership knowledge and skillset internally.
Methods include using a 360 leadership assessment, utilizing keynote speakers, delivering created content, and delivering content from outside certifications.
Create, deliver, and continually update foundational training for new retail center employees to include curriculum in Negotiable Instruments, Account Maintenance, New Accounts, and Fraud and Forgery.
Consult with other departments within the credit union to custom design training for individual employee needs.
Collaborate with Human Resources, the AVP of Retail, and Branch Managers to create and continually update a successful onboarding and mentoring program for new retail employees.
Methods include the use of in class training, on the job training in a training branch, continuous coaching, and multiple job aids and assessments.
Model leadership skills by providing coaching and mentoring to individuals and groups, supporting continuous learning and employee development to enhance performance, and effectively partnering with learners to identify opportunities for improvement in business performance.
06/1997 to 01/2006
Senior Training and Development SpecialistRANDOLPH-BROOKS FEDERAL CREDIT UNION － San Antonio, Texas
Researched, designed, updated, and delivered internal training programs including new employee orientation, products and services, policy and procedure, diversity, ethics, coaching, conflict resolution, team building, supervisory skills, telephone skills, sales and service skills, and staff development.
Use a variety of delivery methods and channels including whole organization training, class room training, small group facilitation, computer based learning, pre-work and post-test analysis, and individual coaching.
Manage the selection, certification, and facilitation of all external training to enhance personal and professional development of employees.
Deliver technical training including teller, member service, call center, lending, and general credit union concepts.
Collaborate with other trainers and serve on task forces to enhance training.
Provide training support to co-workers.
Assist in coordinating training events and arranging corporate travel for external seminars and workshops.
Awarded Organization of the Year, American Society of Training and Development, 2000.
10/1995 to 06/1997
Assistant Branch ManagerBANK ONE, TEXAS, N.A － San Antonio, Texas
Responsible for overall retail operation and service staff to achieve established sales goals and service objectives.
Managerial duties included scheduling, sales and motivational training, coaching, counseling, and resolving customer and operational issues.
Operational duties included controlling the branch vault, working a teller station, balancing cash dispensers and ATM machines, opening and closing of accounts, and all aspects of a personal banker.
Maintained inventory of supplies, reconciled documents, and insured compliance of policies and procedures.
Awarded Circle of Excellence, 1996 (top goal achiever in the district).
05/1992 to 10/1995
District/Regional ManagerAMAZING PICTURES/COLOR VISION INTERNATIONAL, INC － San Antonio, Texas
Directly accountable for all retail operations in the State of Texas.
Responsibilities included staffing, training, and employee relations; augmenting sales growth, payroll percentages, and schedules; and maintaining proper equipment functions and location appearance.
Initially hired as a Retail Manager.
Handled all aspects of operations including inventory management, equipment installation, training, and preparation of essential reports.
Achieved Top Sales in the District.
01/1988 to 01/1992
ManagerON TIME Que Hora Es?/Cynergy － San Antonio, Texas
Handled all aspects of operations relating to personnel, inventory, merchandising, and customer service.
RepresentativeAMERICAN PAGING, INC － San Antonio, Texas
01/1987 to 01/1988
Telecommunications Sales Analyst
Developed sales leads through telemarketing and confirmed appointments for sales representatives.
Top Sales Leads, 1987.
Masters Degree: Training and Performance ImprovementCapella University
Bachelor of Business Administration: MarketingSouthwest Texas State University － San Marcos, Texas
Member of the San Antonio Chapter of the Association for Talent Development (ATD) formerly the American Society for Training and Development (ASTD).
Crucial Conversations- VitalSmarts , 2013 The Five Dysfunctions of a Team- The Table Group, Patrick Lencioni, 2013 The Oz Principle - Partners in Leadership, 2012 Certified Franklin Covey Facilitator, 1999-Present: 7 Habits of Highly Effective People Certified Facilitator- Franklin Covey Co., 2009, 2000 7 Habits Maximizer, 2007 5 Choices of Extraordinary Productivity- Franklin Covey Co, 2007 Formerly titled Focus: Outlook Edition, certified in 2006 and What Matter's Most- certified in 2000 Leadership Modular Series, 2008.