Courtney Clark
Training Instructor
82 Eurasian Drive,WV
Summary
Detail-oriented quality and training professional with extensive experience in operational risk identification, quality assurance reviews, compliance monitoring, and performance analysis. Skilled in evaluating processes, identifying trends, conducting root cause analysis, and providing recommendations that improve quality outcomes and operational efficiency. Leverages firsthand experience in member service, quality auditing, and employee training to ensure adherence to policies, procedures, and regulatory requirements while supporting continuous improvement initiatives.
Overview
7
7
years of professional experience
Work History
Training Instructor
Navy Federal Credit Union
09.2026 - Current
- Partner with teams to plan and build courses and curricula.
- Planned, coordinated, managed, and delivered technical, soft skill, skill builder, and member service training programs.
- Train employees on concepts, products, policies, procedures, and equipment used in the role.
- Lead classroom discussions to maintain strong participant engagement.
- Assess, develop, mentor, and counsel trainees.
- Complete needs assessments for business unit requests to provide tailored training or individual coaching that improves performance.
- Update training content and delivery methods to align learning goals with training needs.
- Review content for accuracy and test multimedia elements.
- Build reference and support tools that reinforce training.
- Manage preparation of training materials, resources, and course content from start through production.
- Tracked and evaluated training program effectiveness and trainee performance, providing feedback to align with learning goals.
- Suggest new training methods and delivery options.
- Utilized Navy Federal Learning Center to share programs, register participants, track attendance, monitor assessments, and manage class workshops, simulations, and eLearning offerings.
- Identify and recommend process improvements for business operations.
- Serve as a subject matter expert for business functions, systems, policies, and procedures.
- Served as liaison between product owners and operations, facilitating communication to maintain focus on multiple initiatives.
- Set performance standards and expectations.
Quality Service Specialist
Navy Federal Credit Union
02.2024 - 09.2026
- Operate independently in a non-scheduled role requiring strong organizational and time management skills to prioritize tasks and meet operational needs.
- Monitor, document, and evaluate Contact Center Operations member interactions across multiple channels to ensure consistency, regulatory compliance, and high-quality service delivery.
- Support onboarding and upskilling programs such as Nesting by providing written updates and guidance to leadership, reinforcing training topics for new or transitioning MSRs.
- Organize and coordinate networking events with other departments and engagement activities for branch staff, ensuring alignment with budget requirements and operational goals.
- Identify performance trends and areas for improvement among Member Service Representatives, providing recognition and coaching support.
- Analyze member journeys and interaction data to identify root causes, streamline processes, and enhance the member experience.
- Recommend and implement enhancements to operational procedures, training programs, and system updates.
- Monitor for patterns indicating potential fraud, account abuse, or procedural gaps, and report findings to leadership.
- Participate in cross-functional initiatives, learning experiments, and documentation updates to support continuous improvement.
- Demonstrate commitment to organizational success and member satisfaction in a high-volume contact center environment.
MSR IV- CCO Advanced Fraud & Digital Services
Navy Federal Credit Union
05.2022 - 07.2024
- Review reports and individual transactions which appeared suspicious to uncover possible fraudulent activity. Analyze large amounts of data to find patterns of fraud and anomalies.
- Analyze member data to identify and prevent fraudulent activities. Provide fraud and/or digital banking information to members regarding claims, disputes, and troubleshooting.
- Analyze, research, and resolve problems and discrepancies related to fraudulent transactions or digital troubleshooting.
- Screen and identify suspected fraudsters for an appropriate outcome to ensure member data and assets are not compromised.
- Prevent financial loss by taking appropriate action to secure a member's account when fraud is identified and forward fraud and dispute information to the appropriate parties.
MSR I - CCO Account Services
Navy Federal Credit Union
07.2019 - 05.2022
- Received member calls to perform account transactions upon request.
- Educated members on relevant policies and options and answered questions to remedy issues.
- Executed first call resolution.
- Identified opportunities to cross service products and services.
- Took action and responded to situations/patterns of activity indicating potential fraud or abuse.
Education
High School Diploma -
Hedgesville High School
Hedgesville, WV 05.2001 -
Skills
- Analytical and Critical Thinking
- Written Communication
- Time Management & Task Prioritization
- Conflict Resolution & Mediation
- Process Improvement
- Microsoft Office Suite
- Quality Assurance & Compliance
- Data Analysis & Reporting
Timeline
Training Instructor
Navy Federal Credit Union
09.2026 - Current
Quality Service Specialist
Navy Federal Credit Union
02.2024 - 09.2026
MSR IV- CCO Advanced Fraud & Digital Services
Navy Federal Credit Union
05.2022 - 07.2024
MSR I - CCO Account Services
Navy Federal Credit Union
07.2019 - 05.2022
High School Diploma -
Hedgesville High School
05.2001 -