Joe Buscaino

Peformance-driven human capital leader with comprehensive accomplishments leading organizational development, training design, content development, remote education, and e-learning programs. Innovative thinker with over 25 years in financial services and higher ED industry acumen. Recognized for implementing sustainable training and development programs alizing in talent, learning, and organizational development. on and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.

• Designed and implemented comprehensive training programs and course curricula and materials including :
• Default Collections Training (FMS)
• Loan Servicing (i3 Group & IonTuition)
• Enrollment Management (IonTuition)
• Managed a team of 6 training specialist that supported FMS' Private Collection Agency contract for FSA (2010-2015). FMS was the leading PCA, achieving five (5) 1st place quarterly rankings, five (5) second place finishes, and one third place.
• Recruited and trained over 2,500 call center service agents and support personnel including training and compliance specialists.
• Consistently maintained a 90-day new hire retention rate of 65% or higher on average annually.
• Successfully migrated CoverPoint's Training Delivery model to 100% remote within six (6) months in 2020.
• Launched e-learning platforms to expand accessibility of educational resources including Knowbe4, PluralSight, and Coursera.
• Ensured 100% compliance and participation of all employee annual recertification training including but not limited to Security Awareness, Harassment, HIPPA, GLBA, and role-based training (CoverPoint)
• Collaborated with Compliance & InfoSec to establish quarterly phishing training companywide.
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• Revamped performance management systems to monitor employee progress, providing actionable insights for improvement opportunities.
• .g specialists, and au25+ years of experience in recruiting and training over 5,000 call center personnel including customer service agents, management, and audit and compliance
• Managed a tFMS' programLed a team of 6 training specialists to s a large PCA contractor for FSA, FMS achieved 1st place quarterly rankings XX out of XX times between 2010-20202. ersDesigned and implemented Recruited and trained over XX training specialist
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