Cindy McGuire
Coeur D'Alene,ID
Summary
Dynamic Trainer with extensive experience at Bread Financial, specializing in new hire onboarding and regulatory compliance training. Proven ability to enhance associate engagement through effective virtual facilitation and tailored training solutions. Skilled in delivering constructive feedback and utilizing online training tools to improve learning outcomes and customer satisfaction.
Overview
17
17
years of professional experience
Work History
Trainer
Bread Financial
08.2015 - 06.2025
- Facilitated and onboarded virtual new hire classes and various internal workshops focusing on excellent collections customer service, introducing risk and regulatory compliance improving associate and customer experience resulting in better representative engagement and customer retention.
- Consistently assessed training needs through business-wide changes, internal assessments, curriculum content reviews, regulatory practices and updates, and team collaboration to ensure alignment with compliance, and operational standards and organizational goals.
- Collaborated with cross-functional team members and operations leaders to create tailored training solutions addressing specific departmental needs.
- Coached employees on best practices through, one-on-one meetings, call listening and observations with the purpose of providing constructive feedback to support their growth and development, and ensure KEY performance standards are met.
- Collaborated with subject matter experts and department operations team to ensure risk compliant, consistent and accurate training content and documentation.
- Conducted assessments to identify gaps in knowledge and skills, for associates returning to work (RTW) ensuring knowledge of updates, changes, new documentation and procedures.
- Elevated participant engagement by presenting virtual interactive training modules including MS Teams, Slido (polls, Word Clouds, rankings, etc.), Zenarate AI scripts, Level Up gamification, etc.
- Improved learning outcomes with application of adult learning principles in all training programs.
- Facilitated workshops on advanced communication skills, significantly improving team collaboration.
- Presented in-person classes, business-related book studies, and various sessions on-site
- Sought, built and maintained professional relationships within team, and across the organization.
Customer Solutions Specialist
US Bank
06.2008 - 07.2015
- Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Increased client retention through personalized attention and proactive problem solving.
- Handled escalated cases with diplomacy, ultimately achieving satisfactory resolutions for all parties involved.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Escalated customer issues to management for appropriate action to be taken.
- Balanced multiple priorities simultaneously while managing complex customer inquiries.
- Trained customers on product usage for increased brand loyalty.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
Education
Practical Ministry
To The Nations Bible College
Post Falls, ID06-2004
Skills
- New hire onboarding
- Effective and flexible solution development
- Train-the-trainer
- Group and individual virtual facilitation
- Collaborative communication skills
- Associate engagement
- Constructive feedback delivery
- Training material updates
- Classroom management
- Regulatory compliance training
- Data entry
- Online training tools
Timeline
Trainer
Bread Financial
08.2015 - 06.2025
Customer Solutions Specialist
US Bank
06.2008 - 07.2015
Practical Ministry
To The Nations Bible College
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