Summary
Overview
Work History
Education
Skills
Certification
Other Experience
Timeline
Generic

Courtney James

Austin,TX

Summary

Training professional with extensive experience in improving efficiency, driving change, and the coaching of both new-hires and peers.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Learning Manager

Charles Schwab & Co
01.2022 - 02.2024
  • Obtained ATD (Association for Talent Development) Master Trainer certification to incorporate current adult-learning techniques during facilitation.
  • Led virtual instruction of 500+ senior leaders annually. Subject matter focus: time management, effective verbal communication, conflict resolution, and increasing personal/team productivity.
  • Recommended skill building exercises for 'People Leadership Academy' program by working with Instructional Design and Talent & Organization teams.
  • Evaluated efficiency of training programs and utilized ADKAR method to create impactful implementation changes.
  • Conceptualized, designed and then facilitated internal training emphasizing 'Ensuring Inclusive Classrooms'.

Senior Learning Specialist

Charles Schwab & Co
01.2021 - 01.2022
  • Facilitated virtual and hybrid learning sessions of 700+ new-hire equity brokers annually.
  • Developed standardized instructor manuals and led train-the-trainer sessions increasing efficiency and consistency across multiple programs.
  • Bootstrapped streamlining of learner onboarding materials, role-plays and case studies increasing 'speed to service' of new-hires.
  • Amplified inclusive learning classroom techniques offering 'Senior Learning Specialists' CBO mentoring.
  • Provided senior leadership with solutions to update classroom materials after directly conducting need assessments.

Broker: High Net Worth Services

Charles Schwab & Co
09.2018 - 12.2020
  • Achieved 96% survey satisfaction rating by inspiring client trust for over 600 interactions monthly.
  • Educated clients by simplifying complex investment options and regulations empowering them to make informed decisions.
  • Merged passion for training with current broker role creating materials and then presenting team up-skilling sessions.
  • Coached 40 junior specialists as ‘Women in Finance' steward advancing soft skill techniques to increase first-call-resolution.

Sales and Marketing Manager

Cave & Cheney Life Insurance
07.2017 - 04.2018
  • Led high performing out-bound call team supporting their sales objectives with individualized coaching and strategizing process improvements.
  • Developed departmental white papers overcoming conversation hurdles identified by call reviews.
  • Identified 2,500 at risk clients ($2.5M value) when leading gap analysis research and adjusted KPIs promoting positive customer experiences.
  • Managed concurrent projects to establish performance metrics, track contract completion, and team training sessions.

Implementation Project Manager

InforcePro.
10.2015 - 04.2017
  • Increased monthly contract retention rate to 95% by developing client training materials and product adoption milestones.
  • Led training and implementation for 250 client accounts using effective time management techniques.
  • Fostered culture of continuous improvement by soliciting client feedback to provide engaging programs.
  • Achieved $90K in contracts by creating a targeted retention program after using data analysis to determine at risk customers.

Education

Bachelor of Arts - Communication Studies

Furman University
Greenville, SC
05.2009

Bachelor of Arts - History

Furman University
Greenville, SC
05.2009

Skills

  • Hybrid Training Facilitation
  • Self-Starter
  • Strategic Thinking
  • Training Content Creation

Certification

  • FINRA: Series 7/63
  • Association for Talent Development (ATD) Master Trainer

Other Experience

NEVER BORING ASSOCIATES, Freelance Marketing Coordinator

NET HEALTH, SaaS Implementation Coordinator

VERIZON WIRELESS, Sales & Service Solutions Specialist

Timeline

Learning Manager

Charles Schwab & Co
01.2022 - 02.2024

Senior Learning Specialist

Charles Schwab & Co
01.2021 - 01.2022

Broker: High Net Worth Services

Charles Schwab & Co
09.2018 - 12.2020

Sales and Marketing Manager

Cave & Cheney Life Insurance
07.2017 - 04.2018

Implementation Project Manager

InforcePro.
10.2015 - 04.2017

Bachelor of Arts - Communication Studies

Furman University

Bachelor of Arts - History

Furman University

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Courtney James