Avalon Rombach
Bellevue,NE
Summary
Seasoned Learning and Development Specialist with expertise in creating and implementing training programs. Knowledgeable in assessing company needs, setting learning objectives, and developing relevant content for diverse industries. An emotional intelligence expert with strong interpersonal skills, adaptability to new technology, and the ability to motivate teams toward achieving training goals. Previous work showcased a significant impact on employee productivity through targeted skill enhancement initiatives.
Overview
9
9
years of professional experience
Work History
Learning and Development Specialist
PayPal
Omaha, NE
11.2020 - Current
- Leveraged advanced business intelligence tools to analyze market trends and seller behaviors, uncovering strategic growth opportunities.
- Delivered outstanding customer service and resolved financial disputes with efficiency, securing top performance accolades.
- Designed and implemented comprehensive training programs using the ADDIE model, aligning content with company objectives, and ensuring effective onboarding.
- Provided executive coaching and mentorship, delivering strategic feedback to enhance team efficiency and elevate customer satisfaction.
- Developed and presented detailed analytical reports on communication styles to optimize service delivery and drive global operational success.
- Trained over 800 new hires with a 97% retention rate in 2023 and 2024 alone, achieving recognition as a leading performer in customer service excellence.
- Spearheaded mindfulness and soft skills training for over 2,000 employees, driving record-high Key Development Indicators (KDIs).
- Established and refined best practices in Learning Management Systems (LMS), Workramp, and Camtasia for superior training material development.
Deposit Operations Risk Expert
First Nebraska Credit Union
Omaha, NE
02.2020 - 11.2020
- Analyzed daily Fiserv reports to identify and address high-risk areas, enhancing transaction risk management.
- Implemented network adjustments to resolve account discrepancies and fortify financial integrity.
- Utilized comprehensive data analysis to evaluate spending patterns and transactional risk.
- Conducted audits on Card Once instant issue machines to streamline operations and improve efficiency.
- Investigated and resolved fraudulent disputes, recovering $2,000 in claims and reducing chargebacks through stringent ACH and Card fraud procedures.
- Recovered over $15,000 in a single dispute by ensuring rigorous compliance with fraud prevention standards.
- Maintained organizational compliance with fraud detection protocols, upholding high operational standards.
Learning and Development Consultant
Mutual of Omaha
Omaha, NE
12.2018 - 02.2020
- Reduced call abandonment rates by implementing effective callback options and managing high call volumes.
- Facilitated cross-departmental collaboration to optimize life insurance policy management.
- Led a pilot program to enhance call center efficiency through client and employee engagement.
- Achieved a 6% reduction in operational costs by spearheading technological enhancements.
- Trained new hires and continuously updated staff on new products.
- Contributed to process improvements that boosted overall client and employee interaction efficiency.
- Surpassed customer retention goals, supporting the growth and stability of the client base.
Financial Relationship Specialist
Frandsen Bank & Trust
North Mankato, MN
07.2018 - 09.2018
- Executed financial transactions with precision, leveraging advanced banking technologies to minimize errors.
- Led new account openings, promoting financial responsibility and client engagement.
- Conducted thorough evaluations of loan applications, including credit assessments and collateral appraisals.
- Reduced transactional errors by 95% through expert use of banking software.
- Enhanced client satisfaction with personalized banking solutions and strategic advice.
- Streamlined operational processes to improve efficiency and accuracy in banking activities.
Executive Financial Expert
Centris Federal Credit Union
Omaha, NE
01.2018 - 05.2018
- Managed multiple financial programs, ensuring seamless support for debit cards, loans, credit cards, and wire transfers, while resolving technical issues with digital banking platforms.
- Enhanced customer experience and drove a 50% revenue increase through consultative sales and regulatory compliance.
- Provided exceptional support to over 100 members daily, boosting referral rates by 60% and achieving a 95% positive feedback rate.
- Launched a customer education program that increased product adoption by 30%.
- Maintained up-to-date knowledge of financial products and streamlined call center operations, reducing average handling time by 15%.
Financial Learning and Development Specialist
Omaha Firefighters Credit Union
Omaha, NE
01.2016 - 01.2018
- Ensured robust account protection and regulatory compliance, preventing 99% of unauthorized digital access attempts.
- Supported over 700 members with Certificates of Deposit and IRAs, maintaining high retention rates.
- Enhanced customer satisfaction and loyalty through expert handling of inquiries and advanced telephone systems.
- Optimized data management and operational efficiency using Fiserv and Work Ramp software.
- Boosted customer loyalty by 95% with effective communication and problem-solving.
- Trained new hires and conducted compliance training, fostering continuous learning and professional growth.
Education
High School Diploma -
Bellevue East High School
Bellevue, NESkills
- ADDIE Model Framework
- Agile Methodology
- Proficient in Jira, NICE, Salesforce, and Smartsheet
- Experienced with Figma and Camtasia
- Strategic Process Optimization & Operational Excellence
- Advanced Business Intelligence & Analytics Proficiency
- Leadership in Training Program Design & Implementation
- Professional Development & Emotional Intelligence
- Product Strategy & Lifecycle Management
- Operations Strategy & Management
- Learning management system proficiency
Timeline
Learning and Development Specialist
PayPal
11.2020 - Current
Deposit Operations Risk Expert
First Nebraska Credit Union
02.2020 - 11.2020
Learning and Development Consultant
Mutual of Omaha
12.2018 - 02.2020
Financial Relationship Specialist
Frandsen Bank & Trust
07.2018 - 09.2018
Executive Financial Expert
Centris Federal Credit Union
01.2018 - 05.2018
Financial Learning and Development Specialist
Omaha Firefighters Credit Union
01.2016 - 01.2018
High School Diploma -
Bellevue East High School