Jennifer Cooley
Saint Louis,MO
Summary
Skilled in client training with deep understanding of adult learning principles and the ability to simplify complex topics. Familiarity with various training methods and tools, such as e-learning platforms and webinar software, showcases adaptability. Strong interpersonal skills paired with a talent for presenting information clearly have consistently driven customer satisfaction. Previous work resulted in improved client knowledge, increased product usage, and enhanced customer experiences.
Overview
17
17
years of professional experience
Work History
Client Trainer-Implementation Consultant
John M. Floyd and Associates
Houston, TX
04.2022 - Current
- Lead and facilitate engaging training sessions with clients, ensuring clear communication of complex financial concepts to help account holders make informed decisions, reduce compliance risks, and protect the institution's reputation
- Collaborate cross-functionally with internal teams (Product Development, Sales, Marketing, Customer Support) to ensure alignment of training objectives with client goals, resolve complex issues, and optimize client outcomes
- Monitor and analyze key performance indicators (KPIs) to track client satisfaction, identify potential areas for improvement, and implement solutions that contribute to strong customer retention and long-term business relationships
- Direct full cycle of implementation of the financial Overdraft Privilege program for clients, supporting their profitability growth and ensuring adherence to compliance standards, directly impacting operational efficiency and financial performance
- Administer training sessions to educate client staff members about the effective management of financial overdraft policies, directly improving customer satisfaction ratings based on post-training surveys conducted within one month
- Design and develop customized training programs tailored to each client's unique needs, resulting in more relevant and impactful learning experiences that drove client satisfaction and improved performance metrics distinct client objectives, ensuring more impactful outcomes for clients while fostering higher rates of compliance adherence
ESL teacher
Independent Contractor
Saint Louis, MO
04.2018 - 04.2023
- Collaborated with learning partners to sort students and create lessons to meet individual needs
- Introduced innovative lesson plans and teaching that increased student state test scores individually and collectively
- Monitored and adjusted teaching according to assessments
- Taught relevant English lessons focusing on building fluency
- Developed reading, writing, math, and listening skills in students aged 3-15
Substitute Teacher
Parkway School District
Saint Louis, MO
11.2007 - 02.2009
- Specialized, individualized learning instruction to cater to the individualized needs of students who could not absorb an area of reading instruction
- Facilitated modifications of assignments and an extension of the allotted time to complete assignments, and re-taught the instructional concept through a different, and perhaps, more effective method of approach tied to the assignment for individual
- Helped students develop self-confidence and motivation to learn, which assisted kindergartners who displayed deficiencies in various areas of reading (phonics, phonemic awareness instruction, phonics instruction, fluency instruction, vocabulary instruction, letter recognition, and letter-sound matching)
- Participated in classroom instruction of proven methods of early reading instruction
Education
B.S. - Economics
University of Houston
Houston, TXMaster of Arts - Teaching
Saint Louis University
Saint Louis, MOSkills
- Program design and development
- Cross-functional collaboration
- Stakeholder communication
- Data analysis and reporting
- Account management
- Continual improvement
- Strategic decision-making
- Continuous improvement and feedback implementation
- Client training and development
- Compliance and risk management
- Financial product expertise
- Crossdepartment collaboration
- Customized training solutions
- Data analysis
- Customer retention and relationship management
- Consulting experience
- Problem-solving
- Project documentation
- Conflict resolution
- Managing client expectations
- Project implementation
- Risk management
- Project scoping
- Attention to detail and deadlines
- Proficient verbal and communication skills
- PPT presentation
- Google Workspace
- CRM
- Zoom
- MS Teams
- Adobe
- WebEx
- MS Office
- MS Project
- Sharepoint
Timeline
Client Trainer-Implementation Consultant
John M. Floyd and Associates
04.2022 - Current
ESL teacher
Independent Contractor
04.2018 - 04.2023
Substitute Teacher
Parkway School District
11.2007 - 02.2009
B.S. - Economics
University of Houston
Master of Arts - Teaching
Saint Louis University
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