ASHISH PATEL
West Valley City
Summary
Dynamic training specialist with a proven track record at Discover Financial Services, excelling in new hire onboarding and team development. Skilled in curriculum improvement and performance metrics, I foster an inclusive culture that enhances operational readiness. Adept at strategic problem-solving, I elevate customer experiences through tailored coaching and cross-functional collaboration.
Overview
7
7
years of professional experience
Work History
Associate Training Specialist
Discover Financial Services
West Valley City
10.2021 - Current
- Lead the onboarding and training of new hires in both the Credit Card Operations and Personal Loans departments, ensuring a seamless transition into live customer interactions.
- Deliver hands-on coaching in world-class customer service, compliance, and operational excellence, aligning with company policies and legal regulations.
- Foster an inclusive and motivating training environment by adapting to individual learning styles and creating a positive, people-first culture that supports team success.
- Collaborate on key initiatives to enhance training content, working closely with peers to refine delivery methods, and ensure continuous improvement.
- Selected for a competitive 6-month instructional design internship, gaining insight into backend processes, including feedback integration, curriculum development, and strategic planning.
- Serve as a bridge between training and operations, ensuring new hires are not only prepared, but confident, compliant, and performance ready.
Team Leader
Discover Financial Services
West Valley City
01.2018 - 10.2021
- Guided newly trained employees through the transition from classroom to live operations, providing hands-on coaching to reinforce skills and elevate the customer experience.
- Delivered individualized development plans by actively monitoring calls, identifying coaching opportunities, and tailoring feedback to match each rep’s personality and learning style.
- Championed performance excellence, consistently ranking as a top performer in the Credit Card Operations department—setting the bar across key metrics.
- Played a lead role in creating and refining onboarding processes and procedures, ensuring a smoother, more confident shift from training to production.
- Collaborated cross-functionally to support team success while fostering a positive, growth-oriented environment focused on world-class customer service and operational readiness.
Education
Some College (No Degree) - Computer And Information Systems
Pitt Community College
Greenville, NCSome College (No Degree) - Instructional Design Internship
Discover Financial Services
West Valley CitySkills
- Leadership and Team Development
- New Hire Onboarding
- Training, Delivery, and Facilitation
- Curriculum and Process Improvement
- Performance Metrics & KPI Management
- Risk Identification and Compliance Awareness
- Strategic Thinking and Problem Solving
- Cross-functional collaboration
- Culture, Building, and Employee Engagement
- Microsoft Office Suite (Excel, Outlook, PowerPoint)
- Learning Management Systems (LMS)
- Call Monitoring and Feedback Tools
Timeline
Associate Training Specialist
Discover Financial Services
10.2021 - Current
Team Leader
Discover Financial Services
01.2018 - 10.2021
Some College (No Degree) - Computer And Information Systems
Pitt Community College
Some College (No Degree) - Instructional Design Internship
Discover Financial Services
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