Karen Banks
Fontana,CA
Summary
Dedicated Financial Services professional and skilled Training Specialist with over 30+ years of experience in the Financial Services industry. Highly effective at conducting personal and group training sessions with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced Trainer and Customer Services Representative.
Excellent reputation for resolving problems and improving customer satisfaction.
Enthusiastic personality with a hands-on, creative style.
Overview
34
34
years of professional experience
Work History
Product Training Specialist-Sr.
Fiserv
03.1989 - 10.2022
- Managed all aspects of training from start to finish including identification of training scope, client needs, scheduling, and managed training project timeline.
- Scheduled, facilitated and managed training project meetings. Delivered training using several modalities, live online for single clients (Credit Unions), live online multiple Credit Unions, live onsite.
- Simultaneously supported live conversions remotely for several credit union core conversions.
- Played a key role in writing training documentation which included job aids and a Quick Steps Guide for newly converted Credit Unions and existing clients. Trained and mentored new personnel hired to fulfill various job roles.
- Coordinated workshops for employees to better understand product specific role, streamlining daily activities and aligning worker and company priorities.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in the adoption of training modules, methods and tools I developed.
- Created curricula, instructions, documents and written tests for various types of training courses.
- Developed, updated and implemented training programs for clients and employees.
- Used Articulate Storyline and Camtasia to design training for employees and clients which increased company and client retention and productivity.
Sales Associate
Macy's
10.2007 - 12.2009
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Promoted and worked in fine jewelry selling, discussing features on high end merchandise
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Managed products ranging up to and over $100k, balanced and closed out large cash deposits with zero discrepancies.
- Seasonal and part time work
Account Manager
Fiserv
06.1993 - 08.2006
- Managed client relationships totaling $20 billion in assets.
- Addressed problems with accounting, billing, conversions, training and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Liaised between stakeholders and various departments.
- Listened attentively to client feedback and worked with product development team to introduce new services.
- Educated clients on new ATM/Debit/Credit Card Products and services and updated account information to maintain high standards of client service.
- Recommended brand products to customers, highlighted benefits.
Education
Associate of Arts - Communication Studies
Chaffey College
Rancho Cucamonga, CA06.2023
Skills
- Course Materials Development
- Fee and Expense Estimation
- Program Monitoring and Tracking
- Procedure Manual Writing
- Role Playing
- Group Discussion Facilitation
- Customer Care
- Customer Inquiries
- Service Quality
- Customer Experience
- Product Knowledge
- Classroom Expertise
Affiliations
- Association for Talent Development
Timeline
Sales Associate
Macy's
10.2007 - 12.2009
Account Manager
Fiserv
06.1993 - 08.2006
Product Training Specialist-Sr.
Fiserv
03.1989 - 10.2022
Associate of Arts - Communication Studies
Chaffey College
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