Christine A. Hampton
Monroe,USA
Summary
Accomplished learning & development professional with 17+ year experience in the implementation of effective corporate training programs that repeatedly deliver improvement in leadership, customer service, sales, process, quality, and productivity. Excellent needs assessment skills along with project management experience.
Overview
1
1
Certification
26
26
years of professional experience
Work History
Manager of Training
FIRST NATIONAL BANK of PA
03.2017 - Current
- Manage the delivery of our technical training programs for branch managers and relationship bankers.
- Manage, coach, develop training staff of 8 which includes all aspects of human resources, class observations, feedback sessions, and team meetings.
- Manage Emerging Leaders Program that includes delivering leadership courses, managing logistics, scheduling networking receptions.
- Designed, developed, and delivered Diversity and Inclusion awareness training that was presented to Emerging Leaders Program participants.
- Assisted with developing and delivering How to be an Effective Inclusive Leader course for the Emerging Leaders.
- Deliver all leadership training to footprint that includes courses on DiSC, communication skills, coaching, interviewing, professional presentation skills, Generation IQ.
- Facilitate several Franklin Covey courses such as: Project Management, Change Management, Multipliers, Time Management.
- Manage the training delivery of our Relationship Bankers program roll out that consists of 1600+ employees across the footprint.
- Manage and schedule training programs across the footprint.
- Partner with Market Managers, Regional Bank Executives, and other leadership to provide additional training based on the needs in their markets.
- Developed and managed training strategy for merger and acquisitions that included, communication strategy, learning plan assignments for positions migrating over, training schedule, post-merger training activities, attendance record keeping.
- Assisted with developing career pathing for several lines of business.
- Co-chair on Charlotte’s regional Diversity Council as well as Lead Chair for LGBTQ+ Employee Resources Group.
- A $50-billion dollar bank with 4000+ employees, 350+ branches across Pennsylvania, Ohio, West Virginia, Virginia, Maryland, North Carolina, and South Carolina.
Sr. Learning & Development Specialist
YADKIN BANK/FIRST NATIONAL BANK OF PA
12.2014 - 03.2017
- Facilitate and develop training programs, including facilitator and learner guides, materials, systems testing, program feedback, coach and mentor of ongoing skills training.
- Developed and facilitated a 5 week training program for branch managers and personal bankers.
- Co-developed and facilitated a 10 day training program for tellers which included evaluating teller performance through assessments and in class observations of teller work.
- Recommended best post training mentor path based on performance in training.
- Developed and facilitated a 3 day consumer loan training program for new branch managers and personal bankers.
- Developed and facilitated a 2 day Small Business Banking training program for new branch managers and personal bankers.
- Customized and facilitated Master of Service Excellence by Omega Performance for call center agents.
- Facilitated Building Customer Connections by Omega Performance to over 100 branch managers and personal bankers.
- Facilitated/Debriefed Consumer Loan Self Study Program by Omega Performance for personal bankers who were new to consumer lending.
- Conducted needs analysis with key stakeholders in the development of platform, teller, consumer loan, and small business training programs in order to develop effective programs that were in align with the company’s strategic goals.
- Assisted in the coordination of conversion training for Yadkin Bank and NewBridge Bank acquisition which included: gaining access for trainers to training centers across North Carolina, setup of test system access for training centers, customized current curriculums to create conversion training programs and point of contact for NewBridge Bank training staff.
- Built partnerships with retail market management, IT, Branch Administration, System Administrators, Human Resources.
- LMS Administrator for Yadkin Bank’s Learning Center which including creating learning plans for various job functions, troubleshooting issues with the LMS, assist employees with registration of classes, scheduling classing, pulling various completion reports for compliance.
- A $7-billion dollar bank with 1200+ employees, 100+ branches. Yadkin Bank was bought out by First National Bank of PA, merger completed in March of 2017.
Learning & Development Contractor
06.2014 - 12.2014
- Facilitated and developed conversion training programs, including facilitator and learner guides, materials, and systems testing.
- Facilitated training for branch managers, personal bankers, tellers, head tellers and commercial relationship specialist.
- Facilitated webinars for specific topics as a refresher prior to conversion.
- Developed and facilitated supplemental training for head tellers based on post conversion needs.
- Interviewed key stakeholders to conduct training needs analysis for systems used to develop training programs.
- Yadkin Bank and Vantage South completed a merger of equals in September of 2014 to create the largest community based bank headquartered in North Carolina. The combined company serviced 73 branches with 900+ employees.
Learning & Development Specialist
STELLARONE BANK/UNION FIRST MARKET BANK
Richmond, VA
07.2012 - 05.2014
- Facilitate and develop training programs, including needs assessment, materials, testing, and program feedback. Coach and mentor ongoing skills training.
- Facilitated 6-day Teller Training Program and full-spectrum, 8-week Universal Banking Program, adjusting them to existing employees as needed, to develop sales and service skills toward world-class customer service.
- Key stakeholder for Training department working with IT department on the implementation of archive system that will house StellarOne documents after conversion.
- Developed training guides for archive system to be implemented at conversion, to house all of StellarOne account documents.
- Spearhead management of client-requested projects, from project request, needs assessment, delivery details, proposal, client L&D working agreement, and weekly project and status reports.
- Assist with managing Learning Management System, including creating new-employee profiles, learning plan determination.
- $7-billion bank with 1000+employees and 100+ branches. StellarOne was bought out by Union First Market Bank, merger completed May 2014, to create Virginia’s largest community-based bank in Virginia.
Learning & Development trainer
T-MOBILE USA
Richmond, VA
01.2001 - 07.2012
- Coach and develop 15 new hires during 8-week customer service and sales training (4 weeks in classroom, 4 weeks on-the-job training).
- Facilitate curriculum; track attendance; evaluate and improve performance on conduct, company values, job performance, attendance, goals (e.g., call tending, establishing action plans based on telephone behavior).
- Provide floor support. Assess floor performance, meeting weekly with senior leadership, team managers, and coaches to provide stats, reviews, and stage of readiness for each.
- Administrative tasks include timesheet approvals, disciplinary issues, monitor CSR for quality, onboarding new hires into system.
- Regularly attend quality calibration sessions to maintain performance evaluation alignment with National Quality standards.
- Work cooperatively with other trainers to hone training to tight time schedules while effectively meeting corporate goals.
- Assist in launch of new call centers, e.g., assisted Service Partners with new call center launch in Philippines—provided floor support, coaching new employees and providing evaluations to senior leadership on new hires.
- National provider of wireless voice, messaging, and data services; subsidiary of Deutsche Telekom, one of the largest telecommunications companies in the World. Member of Training Teams contributing to corporate Customer Service Award Winner, J.D. Power.
Education
Manager of Learning Programs Certificate -
ATD
Training Manager Certificate -
Langevin
Certificate of Competency - The Diversity Leader’s Intensive
The Diversity Movement
Train the Trainer Certificate -
University of Richmond
VA, USASkills
- Talent Development
- Management
- Leadership
- Coaching
- Relationship Building
- Team-Work
- Oral and Written Communication
- Problem Solving
- Active Listening
- Content Developer
- Presentation Skills
Certification
- Certified Achieve Global Facilitator in Leadership and Service Programs
- Train the Trainer Certificate, Edward Jones, University of Richmond
- Facilitator of Service & Sales, C3
- Omega Certified Trainer in: Building Customer Connections, Creating Customer Connections, Consumer Lending, Product Mastery
- Manager of Learning Programs Certificate, ATD
- Training Manager Certificate, Langevin
- The Diversity Leader’s Intensive, Certificate of Competency, The Diversity Movement
Accomplishments
- Designed, developed, and delivered a Diversity and Inclusion course
- Developed new hire training programs from the ground up
- Developed 5 week training curriculum for branch managers and personal bankers
- Assisted in opening new call center in Philippines
- Created workshop that improved Call Center's One Call Resolution
Training
- Crucial Conversations
- 7 Habits of Highly Effective People
- Scorecard Coaching
- Instructional Design by Langevin
- Training Needs Analysis by Langevin
- DiSC Training
Technical Environment
- Proficient in Microsoft Office, Word, PowerPoint, Excel.
- Workday LMS
- BAI Learning Management System
- Oncourse Learning Management System
- Symphony Learning Management System
- Sumtotal Learning Management System
- Total Training Network (TTN) LMS System
- Questionmark Evaluation System
- Survey Monkey Evaluation System
- Webex Meetings and Training
- Level 3 Communications (live webinars)
- Microsoft Teams
Timeline
Manager of Training
FIRST NATIONAL BANK of PA
03.2017 - Current
Sr. Learning & Development Specialist
YADKIN BANK/FIRST NATIONAL BANK OF PA
12.2014 - 03.2017
Learning & Development Contractor
06.2014 - 12.2014
Learning & Development Specialist
STELLARONE BANK/UNION FIRST MARKET BANK
07.2012 - 05.2014
Learning & Development trainer
T-MOBILE USA
01.2001 - 07.2012
Manager of Learning Programs Certificate -
ATD
Training Manager Certificate -
Langevin
Certificate of Competency - The Diversity Leader’s Intensive
The Diversity Movement
Train the Trainer Certificate -
University of Richmond