Donna Shields
Marcus Hook,Pennsylvania
Summary
Talented professional with expertise in Trainer role. Dynamic public speaker known for meeting demanding training schedules and exceeding management expectations. Considered valuable asset to any team.
Overview
11
11
years of professional experience
Work History
BTS Lead Learning and Development Trainer / Coach
BNY Mellon
Wilmington, DE
12.2019 - 01.2024
- Developed virtual instructor-led trainings for remote learners as well as facilitated onsite classroom trainings for employees at all levels of the organization.
- Conducted training needs analysis to identify gaps in employee skills and knowledge.
- Developed, designed, and implemented learning solutions to meet identified needs.
- Managed and responsible for sending weekly scheduled training classes report.
BTS Customer Service Manager
BNY Mellon
Wilmington, DE
12.2018 - 12.2019
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
BTS Customer Service Supervisor
BNY Mellon
Wilmington, DE
10.2017 - 12.2018
- Supervised and trained customer service staff to ensure excellent customer service delivery.
BTS Customer Service Team Lead
BNY Mellon
Wilmington, DE
04.2015 - 10.2017
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
BTS Data Entry
BNY Mellon
Wilmington, DE
08.2012 - 04.2015
- Utilized specialized software applications related to the job role.
Education
High School Diploma -
West Catholic High School
West Philadelphia06-1993
Skills
- Decision-Making
- Employee Performance Reviews
- Employee Relations
- Coaching and Development
- Performance and Time Management
- Customer-Focused Service
- Recruiting
- Course Materials Development
Timeline
BTS Lead Learning and Development Trainer / Coach
BNY Mellon
12.2019 - 01.2024
BTS Customer Service Manager
BNY Mellon
12.2018 - 12.2019
BTS Customer Service Supervisor
BNY Mellon
10.2017 - 12.2018
BTS Customer Service Team Lead
BNY Mellon
04.2015 - 10.2017
BTS Data Entry
BNY Mellon
08.2012 - 04.2015
High School Diploma -
West Catholic High School