vp client learning resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Mid-level operations executive with 26 years of Financial Services and Learning and Development experience. Expertise in payment processing (Credit, Debit, Bill Pay, Prepaid, Online Banking), card conversions, technical implementations, client training and platform consulting. Repeated success in turnaround situations involving client escalations, relationship management and technical expertise. Proficient in developing highly skilled, high performing client facing teams that deliver best in class service and client satisfaction. Value driven leader with strong business acumen, skillful in building relationships and achieving desired results. Balanced individual possessing combination of competence and character. Proven track record of helping Sales team win business resulting in accounts to helps enterprise business to thrive and grow by making bottom-line difference in revenue, client learning operations and service.

Signature Competencies
  • Strategic Planning
  • ▪ Budget Administration
  • Payments Processing
  • Client Relations
  • Project Management
  • Operational Improvements
  • Execution, Results, Leadership
  • Sales Support
  • Technical Training
  • FiServ Platform Conversions
Work History
VP, Client Learning, 01/2013 - 01/2022

Promoted to drive client satisfaction, operational efficiency, scalable business model, and revenue generation.

Lead and direct design, development, and delivery of client training programs, seminars, workshops, and guidance to best facilitate transfer of knowledge and performance improvement and ensures effective delivery of same. Oversee Client Learning management and staff and ensure training programs and performance consulting needs of clients are met. Maintain strategic relationship with member-owner financial institutions to improve success of their business and assist Learning and Organizational Development leadership with overall strategy and direction for department. Provide strategic vision, direction, and guidance to grow an industry leading Learning and Development organization.

  • Lead and implement cutting edge learning technologies to ensure client satisfaction and effective productivity improvements
  • Ensure development of all training programs for Client Learning is current, consistent, and accurate; ensure training is designed for the most efficient, cost-effective and client-oriented delivery, to include all appropriate means of delivery
  • Design, develop and maintain interactive workshops, programs, and seminars for financial institution staff to enhance productivity and performance; develop updates and training materials to enhance training content and delivery to financial institutions and PSCU staff.
  • Evaluate the effectiveness and relevance of training programs, materials and make appropriate curriculum changes
  • Serve as executive escalation for all Client learning interactions and internal business unit stakeholders
  • Collaborate cross-functionally to conduct 360 needs analysis as well as interface and build effective relationships with credit union leadership staff, PSCU, business unit and Client Learning team members to develop, maintain, and present effective training programs to member-owner credit unions
  • Learning liaison between enterprise Sales, Operations and Product Development
  • Enforce and enhance knowledge of proven techniques and theories of adult learning for development and implementation of training programs; monitor business and professional trends to become familiar with training techniques that should be implemented to foster company goals and mission
  • Develop and manage annual and Workforce Budget. Report variances and exceptions to appropriate senior executive leadership and Finance.
  • Partner with strategic vendors and suppliers to provide innovative training solutions
  • Develop and maintain all subordinate personnel by applying necessary training and leadership to allow internal growth and advancement
  • Consistent year over year growth exceeding $500K annual revenue goal

Manager, Client Learning, 12/2005 - 01/2013

Promoted to build team moral, fine tune processes and procedures, reduce ambiguity, increase depth of knowledge, improve facilitation and operational consistency.

Responsible for managing staff of highly skilled technical trainers that facilitates training programs for all financial innstitutions personnel and newly employed and existing personnel. Works with various management teams to meet organizational goals for quality and productivity by delivering cost-effective, efficient training programs. Also provides guidance and direction to credit unions and internal departments to ensure member-owners’ goals are successfully accomplished.

  • Managed multiple priorities in a fast-paced environment while effectively meeting deadlines
  • Develop and execute, with direction from VP, Client Learning, long-term strategic plans for training function that reflect the vision and mission of PSCU
  • Design, develop and maintain interactive workshops, programs, and seminars for financial institution staff to enhance productivity and performance; develop updates and training materials to enhance training content and delivery to financial institutions and PSCU staff.
  • Perpetuate development of Learning Professionals through observation including enhancement of presentation skills and system updates working towards preparatory certification or comprehensive certification; Coordinate annual trainer workshops as necessary
  • Interface and build effective relationships with credit unions, corporate stakeholders, business units and Client Learning staff to develop, maintain, and present effective training programs to member-owner financial institutions.
  • Review participant survey data and provide feedback to Product Development and Service Delivery/Account Management staff to enhance design and delivery of training programs
  • Maintain calendar of refresher training sessions/workshops
  • Successfully coordinated all functions of client facing training programs to include conversion scheduling, refresher training events, and personnel development
  • Provided leadership and one-on-one coaching to staff in day-to-day responsibilities to ensure policies and procedures are followed
  • Traveled frequently when required
Sr. Learning Professional/Consultant, 11/1998 - 12/2005
  • Subject Matter Expert conducting comprehensive pre-conversion Credit/Debit/eCommerce training; provide post-conversion support, which includes critical decision-making, based on issues that arise; coordinate communication between member/owner executives and PSCU staff during conversion process, while onsite
  • Provide Card Operations consulting, including detailed customized independent analysis of member/owner card operations; provide detailed judgment-based report with recommendations for improvement of proficiency in risk management, operational card procedures, and possible cost and time savings, as well as provide a training needs assessment
  • Design, develop, create, and update supplemental training materials to enhance training content, and delivery of training to members and PSCU employees
  • Solidify and maintain strong member/owner relationships with minimum of 55 – 65 member/owners; serve as training contact; proactively communicate and anticipate training needs of member/owners, driving high client satisfaction scores
  • Design, develop, maintain, and deliver interactive workshops, programs, and seminars for member/owner staff and PSCU employees to enhance productivity and performance; develop exercises and reviews to ascertain participant’s knowledge and level of performance
  • Serve as department mentor to ramp up and certify net new Learning Professionals as well as cross train existing staff members on additional Fiserv platforms and PSCU products and services.
  • Experienced in 60%+ travel. to conduct training programs on Credit, Debit, and eCommerce products and services for credit union staff and employees
Bachelor of Science: Computer Engineering Technology, Expected in
Tampa Technical Institute - Tampa, FL,
Status -
  • CUES Strategic Leadership Development Program 2021 Certificate
  • AMA Leadership Certification for Experienced Leaders
  • E-Learning Instructional Design Certification, ATD
  • Certified Training Manager/Director, Learning Services
  • Certified Master Trainer, Learning Services
  • Comprehensive Training Accreditation, PSCU
  • Preparatory Training Accreditation, PSCU

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Resume Overview

School Attended

  • Tampa Technical Institute

Job Titles Held:

  • VP, Client Learning
  • Manager, Client Learning
  • Sr. Learning Professional/Consultant


  • Bachelor of Science

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