Cody Gillette
Marcus by Goldman Sachs
Murray,UT
12
years of professional experience
Skilled facilitator with a focus on learning design, stakeholder engagement, and data analysis. Proven ability to enhance onboarding processes and drive performance metrics.
Work History
Facilitator/Junior Instructional Designer
1 Year 4 Months- Delivered comprehensive training sessions for new hires and managers, enhancing understanding of financial products and leadership competencies.
- Facilitated the development and implementation of interactive workshops focused on improving facilitator skills and abilities.
- Coordinated efforts with cross-functional teams to optimize and deploy new processes and educational resources.
- Produced comprehensive training videos and interactive system simulations to facilitate advanced learning experiences.
On Job Training Team Lead
2 Years 9 Months- Developed an extensive month-long on job training initiative aimed at fully equipping new agents, leading to increased customer satisfaction ratings post-training.
- Spearheaded development of Procedural Alignment Team (PAT) initiatives and established tracking systems for metrics and attendance.
- Facilitated a comprehensive training bootcamp aimed at advancing the capabilities of OJT coaches.
- Facilitated onboarding and on-the-job training for third-party vendors, including T-TEC, Teleperformance, and Concentrix.
- Directed onsite onboarding initiative for T-TEC in North Carolina, ensuring alignment with organizational standards.
Team Leader
1 Year 6 Months- Oversaw team of savings specialists, fostering individual growth in current roles and facilitating opportunities for advancement.
- Drove exceptional customer satisfaction outcomes, consistently surpassing peer benchmarks.
- Revamped and optimized hiring procedures to enhance onboarding efficiency.
- Engaged with change management team to draft comprehensive SOPs and talking points focused on improving customer satisfaction.
- Facilitated collaboration between performance coach and customer experience teams to enhance quality assurance scoring processes.
Performance Coach
8 Months- Facilitated training programs for internal and external performance coaches.
- Earned distinction as top performer by delivering exceptional results in quality metrics and production levels.
- Evaluated and organized calls for social media team to optimize collaboration and content development.
Customer Service Representative
11 Months- Supervised and coordinated training efforts for new hires, ensuring alignment with organizational standards through a team of 20 coaches.
- Maintained high-quality performance with a 94% average quality assurance rating to ensure customer satisfaction.
Claims Assistant
4 Years 11 Months- Spearheaded implementation of new systems, Workview and Ecos, to enhance operational efficiency.
- Oversaw management of specialty accounts.
- Conducted on-site training for claims assistants to enhance operational efficiency.
- Executed detailed data entry and analysis to streamline claims processing workflows, ensuring efficiency.
Education
Bachelor of Arts - History
Skills
Facilitation techniques
Learning design
Interactive learning design
Program enablement strategies
Project management
Data analysis
Performance metrics
Stakeholder engagement
Staff management
Strategic planning
Accomplishments
Created and presented A.I. prompt that advanced to the top 30 selected for Goldman Sachs's prompt-a-thon which included over 400 teams.
Timeline
Facilitator/Junior Instructional Designer
Marcus by Goldman Sachs
04.2025 - CurrentRead More
On Job Training Team Lead
Marcus by Goldman Sachs
07.2022 - 04.2025Read More
Team Leader
Marcus by Goldman Sachs
01.2021 - 07.2022Read More
Performance Coach
Marcus by Goldman Sachs
05.2020 - 01.2021Read More
Customer Service Representative
Marcus by Goldman Sachs
06.2019 - 05.2020Read More
Claims Assistant
ESIS
05.2014 - 04.2019Read More
University of California, Santa Cruz
Bachelor of Arts from History
Read More