Casandra Zuniga
Linkedin.com/in/cassie-zuniga-97662832a
Summary
Results-driven Training Manager known for high productivity and efficient task completion. Specialize in curriculum development, team leadership, and procedure assessments to enhance business output. Excel at communication, problem-solving, and adaptability, ensuring seamless business execution.
Overview
16
16
years of professional experience
Work History
Account Resolution Associate Training Manager
Wells Fargo & Company
Roanoke, VA
03.2022 - Current
- Recruited qualified candidates through job postings, interviews, and referrals; evaluated resumes and applications; extended offers of employment.
- Developed and implemented training for new employees and refresher training for current employees to ensure all employees understand company policies, procedures, and expectations.
- Designed and developed instructional materials, such as slides, manuals, job aids, and eLearning modules.
- Delivered engaging presentations to large groups of trainees using a variety of methods, such as lectures, role-playing activities, and simulations.
- Regularly reviewed and updated existing curriculum according to changing business trends, changes in procedures, or technological advancements.
- Participated in internal meetings with managers and directors regarding various aspects of the training process.
- Effectively trained instructors and managers on techniques for managing employees.
- Managed in-person and remote teams effectively, using virtual communication tools to maintain engagement and productivity.
- Maintained accurate records of personnel files, including payroll information. Updated employee records upon changes in status or position.
- Provided feedback and coached employees to consistently achieve or exceed performance expectations.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Wrote and delivered mid-year and yearly employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Evaluated existing systems and procedures for effectiveness, identified opportunities for improvement, and developed plans for implementation.
Account Resolution Specialist & Payment Assistance
Wells Fargo & Company
Roanoke, VA
11.2017 - 03.2022
- Met demands of busy collections department by performing high volume inbound and outbound calls.
- Ensured compliance with federal and state collections laws and regulations pertaining to debt collection practices.
- Negotiated payment plans with customers to satisfy delinquent accounts.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Reviewed customer documentation for accuracy and completeness before processing payments.
- Compiled customer testimony and documents to submit a fraud or dispute claim to be reviewed by the Claims team.
Store Manager
Dollar General
Fincastle, VA
09.2008 - 11.2017
- Delivered excellent customer service and adhered to standard procedures to maximize sales and minimize shrinkage.
- Conducted daily store operations, including opening and closing procedures.
- Balanced sales, reconciled cash, and made bank deposits.
- Recruited, trained, and supervised new employees.
- Mitigated business risks by working closely with employees and assessing performance.
- Provided yearly performance reviews and weekly feedback to employees.
- Monitored inventory levels and placed orders to restock shelves.
- Prepared staff work schedules and assigned employees to specific duties.
District Manager
Dollar General
Summersville, WV
06.2015 - 09.2015
- Managed 17-19 stores with 120-140 employees.
- Regularly communicated updates regarding changes in corporate policies or procedures down through store level employees.
- Conducted regular store visits to ensure compliance with company policies, standards, and regulations.
- Provided ongoing coaching and training for store managers on how to maximize productivity.
- Managed all personnel matters within the district including recruitment, hiring, performance reviews, disciplinary actions.
- Ensured that all stores met their monthly targets by providing guidance and support as needed.
Education
Advanced Studies High School Diploma
Smithfield High School
Smithfield, VAAssociate of Science - Business Administration
Virginia Western Community College
Roanoke, VASkills
- Performance Management
- Coaching and Staff Development
- Management Collaboration
- Professional Networking
- Effective Communication
- Classroom and Remote Facilitation
- Training Creation and Program Development
- Multimedia Visual Aids
- New Hire Training
- Instructor and Leadership Development
- Agile Adaptability
- Account Servicing
- Collections and Negotiation Skills
- Problem-Solving
- Compliance Knowledge
- 7 years in Collections
- 15 years in Leadership
- 18 years in Customer Service
Timeline
Account Resolution Associate Training Manager
Wells Fargo & Company
03.2022 - Current
Account Resolution Specialist & Payment Assistance
Wells Fargo & Company
11.2017 - 03.2022
District Manager
Dollar General
06.2015 - 09.2015
Store Manager
Dollar General
09.2008 - 11.2017
Advanced Studies High School Diploma
Smithfield High School
Associate of Science - Business Administration
Virginia Western Community College
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