Josie Tobin
Pensacola,FL
Summary
Document Review Specialist with demonstrated success negotiating, researching and communicating effectively. Provided leadership vision, direction, development and maintenance of multiple complex and high priority contracts directly impacting business strategies of organization. Strong organizational skills to think strategically and react quickly to internal and external needs.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Supervisor Training & Development
Procurement And Vendor Management Training
Pensacola, FL
04.2022 - Current
- Creates requirements and enforces standards for document control via versioning conventions and document security by managing access to PVM training assets via SharePoint, through password protection, and restricting read-only access as needed.
- Writes training documentation and professional communications for various audiences, including the training team, business unit employees/executive leadership, and external vendor audiences.
- Manages multiple priorities as an individual contributor of training deliverables, a cross-functional project team member for enterprise-wide initiatives (VenDoor) and training goals within the business, and as a leader on the training team.
- Collaborates extensively with training teams across the credit union to facilitate training sessions and develop documentation to ensure procedural guidelines for requisition are conveyed accurately and consistently followed.
- Audits and evaluates the success of training programs and recommends improvements to upper management to enhance effectiveness.
- Develops, monitors, and presents reports within the Learning Management system to promote initial and annual training completion for compliance reasons.
- Leads meetings, training sessions, and presentations for various audiences, including individual contributors, stakeholders, vendors, and all levels of leadership.
- Develops training for Contract, Sourcing, and Third-Party Risk Management professionals that write contracts and source, vet, and manage external vendors.
Senior Instructional Designer
Collections Training
Pensacola, FL
09.2018 - 04.2022
- Established and expanded long-standing professional relationships with senior stakeholders, subject matter experts, and leadership in Personal Finance Management (PFM) to develop a brand-new training program for specialists modifying credit cards and refinancing consumer loan products.
- Maintained a solid working knowledge of operational and regulatory risk controls, federal laws, NCUA rules, and practices related to collecting on accounts and making outbound calls to members in various stages of delinquency.
- Developed spreadsheets, Word documents, and PDF forms using Adobe Acrobat to outline, inventory, and develop training tools internally for the Collections Design teams and counselors.
- Planned and initiated training outlines and online instruction modules by conducting task and learner analyses.
- Incorporated collections policies and procedures into e-learning courses,
- Analyzed results from surveys and focus group interviews; conducted needs analysis to determine solutions; and implemented enhancements/changes using collections policies and procedures to improve performance and adherence to quality standards.
- Conducted QA checks for all instructional media to verify accuracy of content and adherence with regulatory guidelines.
- Identified and corrected problems with current curricula and reduced technical issues with tact by building rapport, trust, and diplomacy with the larger training team and external businesses.
- Wrote and developed regulation-related courses for Do Not Call, Cease and Desist, and Wrong Number, which summarized, restated, and tested counselors on state and federal statutes to correct performance issues.
- Demonstrated advanced organizational, planning, and time management skills as the project lead to overhaul or newly create a curriculum for Consumer Collections New Hire, Mid-Stage Collections, PFM, and Accounts Receivable departments.
Training Instructor II
Security Operations Center
Pensacola, FL
02.2017 - 09.2018
- Maintained compliance with company standards, regulatory requirements and quality goals.
- Identified areas of improvement in reviewing legal identification and documents (State/Federal ID and identify documents), determined solutions to standardize review of documents, and implemented enhancements/changes to training material and techniques to improve performance and prevent risk from inaccurately restricting accounts.
- Interviewed, documented, and assisted in maintaining a restricted SharePoint archive with all-new procedures for Security Assistance Center. Establishing standards and guidelines in partnership with business leadership to prevent risk and liability when interviewing members suspected of fraud activity by phone.
- Partnered with Security leadership to develop "Red Flag" Training to prevent
- Partnered closely with the Operational Risk team to address compliance issues related to SOC new hire onboarding, updated training guidelines to incorporate and verify compliance eLearning was completed and tracked to minimize risk.
- Identify and address compliance issues; update guidelines and procedures to minimize risk
Senior Resolution Specialist
Resolution Department
Pensacola, FL
05.2013 - 02.2017
- Compiled data on trends and identified potential enhancements.
- Helped team members develop skills and improve performance to maximize service and productivity.
- Assisted management with keeping team working efficiently.
- Worked with compliance and legal departments to handle sensitive issues and legal proceedings.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Prepared written opinions or decisions regarding cases.
- Conducted interviews with disputants, witnesses and any additional relevant groups or individuals.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Devised and implemented dispute resolution processes for companies, enabling fast resolution of disputes.
- Reviewed legal documents and contracts to determine potential conflicts and disputes.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Trained arbitrators and mediators on dispute resolution and negotiation strategies to boost productivity.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
Member Service Representative IV
Contact Center Operations - Deposits Branch
Pensacola, FL
05.2010 - 05.2013
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Created a stellar reputation as an efficient employee operating with a high degree of precision.
- Exceeded all KPI with notable finesse.
- Achieved the top of job family tree within three years from MSR I to IV in Deposits Skills.
Education
Bachelor of Arts - English And Creative Writing
The University of West Florida
Pensacola, FL 08.2005 - 12.2009
No Degree - Graduate Certificate - Human Performance Technolog
The University of West Florida
Pensacola, FL 05.2001 -
Skills
Voted Best Process Improvement for Resolution New Hire Training
Resolution Constellation Award for Training Innovation
Five-time Resolution Most Valuable Player Award for Teamwork
Contact Center High-Five
Security Trailblazer Award
Collections Champion
CTAQ Employee of the Month
Timeline
Supervisor Training & Development
Procurement And Vendor Management Training
04.2022 - Current
Senior Instructional Designer
Collections Training
09.2018 - 04.2022
Training Instructor II
Security Operations Center
02.2017 - 09.2018
Senior Resolution Specialist
Resolution Department
05.2013 - 02.2017
Member Service Representative IV
Contact Center Operations - Deposits Branch
05.2010 - 05.2013
Bachelor of Arts - English And Creative Writing
The University of West Florida
08.2005 - 12.2009
No Degree - Graduate Certificate - Human Performance Technolog
The University of West Florida
05.2001 -