Kara Schubert

Directly support existing associates and newly hired associates with the tools needed to perform their role

Guide associates by communicating opportunity-based feedback to help support them in their call management and grow

Operate under a growth-mindset and continuously look to expand my skillset

Partner directly with Leadership team to offer solutions and strategize coordinating multiple learning events

Lead multiple calibration sessions with peers and leaders to enhance the Service Delivery experience

Host Quality Enrichment Workshops, delivering a portable tool kit across the service division to increase Branch Satisfaction

Rolled out Salesforce to my peers as a "Train the Trainer" after attending the initial workshop

Hosted "Office Hours" to associates in BA to educate the power of empathy with our Branch Teams

Mentored peers and led team as our roles evolved from Trainer/Coach to Facilitator

Expanded my skill set and cross trained peers on how to implement a Higher Performance Learning Journey

Partnered with OMA Leadership to prepare for modernized entry points, through leading huddles and upskilling associates

Implemented the Associate Tracker within OMA to help measure efficiency and manage trends within the learner's journey

Managed high call volumes daily for incoming Branch calls

Addressed Client needs by matching a solutions to the resolution

Engaged with the caller, creating connections and avoiding a transactional feel

Collaborated with peers to streamline processes within area to improve efficiency

Exceeded expectations on Average Call Time and Branch View Scores

Transitioned to an On the Job Coach within the Department

• Supported the Branch Manager with daily tasks, including setting up appointments for new clients
• Trained new and existing team members with tools for their role and provided quarterly reviews
• Managed client concerns by understanding the issue and providing appropriate resolution.
• Partnered with internal auditors and educated team members with ongoing Compliance Training