Esther Sevier
Philadelphia,PA
Summary
Dynamic Learning Specialist AVP and Contact Center Supervisor with a proven track record at Beneficial Bank, adept in blended learning strategies and exceptional classroom management. Spearheaded innovative teaching techniques and significantly improved customer service metrics by mentoring teams, leveraging E-learning development, and curriculum development skills. Demonstrated excellence in organizational change and technical training, enhancing both student and customer experiences. Personable Learning Assistant with solid background providing support and assistance to students, teachers and administrators in classroom settings. Skilled in creating engaging lesson plans and providing one-on-one guidance to students. Strong organizational skills and dedicated to helping students succeed.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Learning Specialist AVP
WSFS Bank
06.2017 - Current
- Implemented innovative teaching techniques to keep students engaged and motivated throughout the learning process.
- Assessed student progress through ongoing evaluations, adjusting instructional approaches as needed for optimal results.
- Participated in ongoing professional development opportunities to stay current on best practices in education and enhance personal growth as an educator.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Integrated real-world examples into lessons, making content more relatable and engaging for students.
- Collaborated with teachers and staff members to evaluate program success and alignment with student needs.
Contact Center Supervisor
Beneficial Bank
12.2013 - 10.2017
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Directed, guided, coached and mentored team of [Number] agents and surpassed individual and corporate goals.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
Contact Center Agent
Beneficial Bank
06.2008 - 12.2013
- Assisted in training new hires by sharing best practices and offering guidance on company processes.
- Entered customer information into customized computer system with [Software] to document and organize client records.
- Maintained and managed customer files and databases.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
- Participated in ongoing training programs to stay current on product offerings, industry trends, and company updates.
Education
Human Resources Management - Human Resources Training
Peirce College
Philadelphia, PA06.2017
Skills
- Reporting Requirements
- Blended Learning Strategies
- Classroom Management
- Teacher Assistance
- E-learning development
- Training delivery
- Organizational Change
- Technical training
- Soft skills training
- Learning Management Systems
Accomplishments
AVP title
Certification
- GROW facilitator, GROW Inside Out- December 2023
- Instructional Design Certificate, ATD- July 2023
Timeline
Learning Specialist AVP
WSFS Bank
06.2017 - Current
Contact Center Supervisor
Beneficial Bank
12.2013 - 10.2017
Contact Center Agent
Beneficial Bank
06.2008 - 12.2013
Human Resources Management - Human Resources Training
Peirce College
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