Kathleen Hansen
New Milford,CT
Summary
Organized and creative learning and development professional who assists with the ongoing, long-term improvement of employees' skills in a strong regulatory environment, enabling them to fulfill their potential within the organization. 5+ years in the Learning and Development field, strong team player, committed to quality excellence and ability to learn new skills quickly, demonstrated success in training delivery and preparation of e-learning materials, self-motivated, prepared program curriculum for in-house delivery for major system upgrade across all banking channels.
Overview
29
29
years of professional experience
Work History
AVP Learning & Development Officer
Savings Bank Of Danbury
Danbury, CT
07.2015 - Current
- Responsible for the Learning Management System for a $1 billion financial institution with 200+ employees
- Identify e-learning training needs within the institution
- Design and develop online learning programs based on the needs of the individual and the company
- Manage compliance training
- Conduct evaluations and guidance to executive management for major bank initiatives relating to new or replacement technology
- Develop online and in person curriculum based on corporate strategic plan
- Produce training materials for in-house courses
- Monitor and review the progress of trainees through e-learning applications and discussions with managers
- Evaluate training and development programs
- Amend and revise programs as necessary, to adapt to changes occurring in the work environment
- Set up new curriculum on institution’s Learning Management System
- Prepare learning materials, customized multi-media programs used in the classroom
- Monitored progress once in the field
- Conducts train-the-trainer sessions for in-field trainers.
Assistant Branch Manager-Bank Officer
Savings Bank Of Danbury
New Milford, CT
07.2014 - 07.2015
- Responsible for du novo branch in southern New Milford
- Set up first technology office with ITM and state of the art tech equipment
- Trained and managed new staff on customer service, needs based selling, and office technology
- Managed office independently
- Managed Remote Deposit Capture program for full bank and worked directly with vendor and clients.
- Provided leadership and direction to staff members in order to ensure efficient operations of the branch.
- Developed strategies for increasing customer satisfaction levels and improving service quality.
- Maintained a positive relationship with customers by responding promptly to inquiries or complaints.
RETAIL SALES COORDINATOR
Savings Bank Of Danbury
Danbury, CT
06.2013 - 07.2014
- Responsible for retail sales metrics management by monitoring sales campaigns, daily product sales, and quarterly goal setting
- Managed CRM system
- Created products, policies, and procedures within CRM system
- Conducted training for all new products
- Conducted training for new online banking system for retail staff.
Assistant Branch Manager I
Savings Bank Of Danbury
Danbury, CT
01.2011 - 07.2013
- Provided leadership and direction to staff members in order to ensure efficient operations of the branch.
- Conducted performance reviews, monitored employee goals, and provided feedback and coaching as necessary.
- Provided training to new employees on company policies and procedures.
- Ensured compliance with internal policies and procedures as well as external regulations.
- Developed strategies for increasing customer satisfaction levels and improving service quality.
- Monitored daily operations of the branch including sales, customer service, inventory control.
- Maintained a positive relationship with customers by responding promptly to inquiries or complaints.
- Provided bank leadership in absence of branch manager.
Teller Manager
Savings Bank Of Danbury
Bethel, CT
11.2004 - 01.2011
- Monitored daily cash levels to ensure accurate balancing of accounts at the end of each day.
- Ensured adherence to bank policies and procedures by all tellers.
- Provided guidance to tellers on resolving customer inquiries or complaints in a timely manner.
- Maintained relationships with customers through ongoing communication about products and services available.
- Coordinated with other departments such as marketing, IT, compliance, operations. to ensure successful implementation of initiatives.
- Resolved escalated customer issues in accordance with established protocols and standards.
- Managed teller staff schedules while ensuring adequate coverage at all times.
- Performed regular audits of teller transaction records to identify discrepancies or errors.
- Participated in local community events representing the bank's brand identity.
Jewelry Manager/Jewelry Inventory Control
SERVICE MERCHANDISE
Waterbury, CT
05.1995 - 08.1998
- Supervised daily operations and staff of the jewelry department, including hiring and training new personnel.
- Ensured compliance with all safety regulations and procedures for proper handling of jewelry items.
- Developed strong relationships with customers by providing excellent customer service.
- Organized promotional activities such as window displays, advertisements, contests.
- Managed the display cases ensuring that merchandise is attractively presented in an orderly fashion.
- Assisted customers in selecting appropriate pieces of jewelry based on their needs and preferences.
- Performed periodic audits of the jewelry section to identify any discrepancies or areas needing improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
BBA Management degree -
Pace University
Connecticut School of Finance and Management, Two-year program -
Skills
- Procedure Implementation
- Performance Improvement
- Internal Communications
- Program Oversight
- Business Development
Other Retail Experience
- SERVICE MERCHANDISE - Waterbury CT & Danbury CT stores
- CUSTOMER SERVICE MANAGER – Jewelry Departments
- LORD & TAYLOR – Danbury CT
- AREA SALES MANAGER
Other Positions
- Assistant Branch Manager I
- Customer Service Representative
- Teller
Timeline
AVP Learning & Development Officer
Savings Bank Of Danbury
07.2015 - Current
Assistant Branch Manager-Bank Officer
Savings Bank Of Danbury
07.2014 - 07.2015
RETAIL SALES COORDINATOR
Savings Bank Of Danbury
06.2013 - 07.2014
Assistant Branch Manager I
Savings Bank Of Danbury
01.2011 - 07.2013
Teller Manager
Savings Bank Of Danbury
11.2004 - 01.2011
Jewelry Manager/Jewelry Inventory Control
SERVICE MERCHANDISE
05.1995 - 08.1998
BBA Management degree -
Pace University
Connecticut School of Finance and Management, Two-year program -
Similar Profiles
Kevin CocozzaKevin Cocozza
Relationship Banker at Savings Bank Of DanburyRelationship Banker at Savings Bank Of Danbury
YADLYN ORTIZYADLYN ORTIZ
DEPOSIT OPERATIONS SPECIALIST I at THOMASTON SAVINGS BANKDEPOSIT OPERATIONS SPECIALIST I at THOMASTON SAVINGS BANK
JENNIFER APONTEJENNIFER APONTE
Commercial Loan Administrator III at Ives BankCommercial Loan Administrator III at Ives Bank
JACK VALENTINEJACK VALENTINE
Senior Design Project at UConn School of Mechanical, Aerospace, and Manufacturing EngineeringSenior Design Project at UConn School of Mechanical, Aerospace, and Manufacturing Engineering
Bryan GoncalvesBryan Goncalves
Order Fullfillment Associate/Customer Service at Home DepotOrder Fullfillment Associate/Customer Service at Home Depot