Brandon Goodnow
Smyrna,DE
Summary
Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 7 years of related experience and superior planning and time management abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Contact Center Learning Specialist I
WSFS Bank
Newark, DE
02.2025 - Current
- Owned Contact Center New Hire program.
- Oversaw consecutive 10-week new hire programs with classes of 5-10 agents.
- Monitored new hire progress in key areas such as attendance, professionalism, and skill development.
- Scheduled all logistics in the classroom between training computers, guest speakers, practice calls between new hires, scheduling all mentors to serve as floor support for the new hires during phone time.
- Weekly reports completed on all new hires for senior leadership to review.
- Created structured training curriculum to elevate onboarding.
- Contributed to the development of the training department and implemented procedures to maintain team consistency during trainer absences.
- Engaged in initiatives aimed at upgrading efficiency and satisfaction within the Contact Center.
Contact Center Team Lead-Training
WSFS Bank
Newark, DE
06.2022 - 02.2025
- Operating in a Learning Specialist capacity
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Provided coaching and mentoring to employees.
- Trained and mentored roughly 80 new personnel hired to fulfill various roles within the Contact Center
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Developed and implemented successful onboarding program.
- Developed lesson plans, instructional materials and written practice tests for all phases of training.
- Facilitated in person training classes
Personal Banker III
WSFS Bank
Harrington, DE
05.2016 - 06.2022
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Cross-sold bank products and services to meet customer needs and provide options.
- Promoted financial products by maintaining excellent service offering knowledge.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Followed up with customers to gather feedback and provide additional assistance.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Educated clients on proper use of products and systems.
Education
High School Diploma - Broadcast Media
POLYTECH High School
Woodside, DE05.2015
Skills
- Adaptability and flexibility
- Cross-functional collaboration
- Empathy and understanding
- Analytical thinking
- Project management
- Active listening
- Coaching and mentoring
- Training development
- Call monitoring
- Time management
Skills
- Customer service orientation
- Team motivation
- Effective communication
- Process improvement
Certification
ATD - Training and Facilitaion
Timeline
Contact Center Learning Specialist I
WSFS Bank
02.2025 - Current
Contact Center Team Lead-Training
WSFS Bank
06.2022 - 02.2025
Personal Banker III
WSFS Bank
05.2016 - 06.2022
High School Diploma - Broadcast Media
POLYTECH High School