KATINA PERKINS
San Diego,CA
Summary
Accomplished leader with a proven track record in designing and executing learning and development programs for Operations and Sales Teams across diverse industries. Proficient in team building and motivation strategies to consistently surpass objectives. Driven by results, with an innate ability to discern client requirements and provide customized training solutions that elevate team competencies and drive enhanced productivity. Proficient in conducting financial reporting, Key Performance Indicator (KPI) analysis, budget variance reporting, and data analysis to assess the impact and effectiveness of training programs on operational performance and organizational goals. Poised to be a key driver in facilitating operational transformation and ensuring teams are optimally prepared to navigate change with agility.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operations Transformation Trainer
Fremont Bank
Remote
08.2022 - Current
- Collaborated closely with cross-functional teams to identify training needs related to operations transformation and process improvements
- Designed and developed comprehensive training programs, materials, and resources meticulously aligned with the organization's operational goals and transformation strategy
- Created captivating and interactive training content, encompassing presentations, e-learning modules, workshops, simulations, and job aids for maximum engagement
- Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
- Conducted financial analysis and reporting related to training initiatives, including budget allocation and expenditure tracking for training programs.
- Delivered dynamic and highly effective training sessions to employees at all levels, including leadership, management, and frontline staff
- Employed a diverse range of training methods and techniques, ensuring accommodation of different learning styles and preferences
- Cultivated a positive and inclusive learning environment, fostering active participation and knowledge sharing among participants
- Provided invaluable guidance and support to employees as they navigate through operational changes, proactively addressing questions, concerns, and resistance
- Maintained an in-depth understanding of the organization's operational processes, systems, and technologies, continuously staying up-to-date with industry trends and best practices
- Evaluated the effectiveness of training programs through ongoing feedback, assessments, and performance metrics, driving data-driven improvements
- Continuously iterated and enhanced training content and delivery strategies based on participant feedback and the evolving operational needs of the organization
- Monitored and reported on the tangible impact of training on operational performance and transformation success, ensuring alignment with organizational objectives
- Remained current with industry trends, best practices, and emerging technologies related to operations transformation to provide informed insights and recommendations.
Residential Lending Operations Trainer
Fremont Bank
Remote
09.2020 - 08.2022
- Developed and meticulously organized a comprehensive suite of training materials, tools, and job aids, streamlining the facilitation of loan operating systems
- Provided comprehensive education to staff, supervisors, and managers, offering in-depth insights into systems, products, and processes
- Successfully delivered functional and new hire training programs, ensuring a smooth onboarding process for team members
- Acted as a trusted consultant, collaborating closely with Residential Lending Leadership to gain a deep understanding of business needs and priorities
- Spearheaded the creation of engaging training materials for instructor-led and virtual training sessions, encompassing instructor guides, participant guides, and PowerPoint presentations, all developed using appropriate instructional development methods
- Played a pivotal role in assisting and training teams during the implementation of procedural changes within the loan operating systems
- Actively participated in related workgroups, meetings, and projects, leveraging insights to identify training and support opportunities that optimize team performance
- Developed highly effective eLearning modules, designed for web-based training, utilizing tools such as SharePoint, to enhance learning and accessibility
- Conducted thorough analysis, summarization, and compilation of training results, providing valuable insights and reports to the Leadership team
- Managed SharePoint sites housing essential training materials and job aid resources, ensuring easy access and organization for team members
- Continuously drove process and workflow improvements by identifying and addressing issues, enhancing overall operational efficiency
- Spearheaded the development and organization of training materials, tools, and job aids, with a focus on loan operating systems and underwriting guidelines, contributing to enhanced team proficiency.
Performance Training Manager
PCMA Private Client Mortgage Lending (Retail Div.)
Irvine, CA
06.2019 - 09.2020
- Conducted comprehensive assessments to evaluate the sales team's strengths and weaknesses in relation to sales performance, providing valuable insights for improvement
- Strategically designed and implemented training content, tools, and assessments to facilitate knowledge transfer and foster ongoing learning and development among team members
- Created user-friendly and informative user manuals, visual aids, brochures, and training presentations, enhancing the effectiveness of training materials
- Demonstrated strong leadership by developing and managing Performance Improvement Plans, ensuring continuous growth and enhancement of team performance
- Thoroughly analyzed all performance sales reports, identifying key training opportunities to drive sales excellence
- Took charge of daily performance operations, including the establishment and management of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), ensuring team adherence to performance standards
- Maintained and updated performance data for the sales team, keeping records current and accessible for performance tracking
- Exhibited excellent communication skills by effectively liaising with Sales Managers and relevant stakeholders, promptly addressing service level risks, identifying issues, and proposing actionable areas for improvement
- Proactively embraced additional duties and projects as assigned, showcasing adaptability and a commitment to contributing to the team's success.
Channel Partner Program /Training Manager
PCMA Private Client Mortgage Lending (Wholesale Div.)
Irvine, CA
05.2019 - 03.2020
- Spearheaded the growth and success of Channel Program Partners, ensuring their sustained development and achievement
- Worked closely with the Director of Operations to identify and prioritize critical channel partner enablement activities, contributing to the overall success of partner programs
- Collaborated effectively with cross-functional teams, including Product Marketing, Product Management, Solutions Marketing, and other groups, to source valuable enablement content for partners
- Engaged with Mortgage Advisors, Underwriters, Processors, Closing, and Funding Managers to streamline guidelines, processes, and procedures, fostering a cohesive and efficient workflow
- Designed and executed training content, tools, and assessments, facilitating seamless knowledge transfer and continuous development among partners
- Conducted comprehensive course evaluations as an integral part of an overarching improvement process, providing insightful feedback and analysis to enhance course quality
- Leveraged expertise to research, design, and develop user manuals, training materials, visual aids, brochures, and training presentations, bolstering the effectiveness of training resources.
Sr. Client Development Sales and Operations Trainer
Renovate America (Home Improvement Financing)
San Diego, CA
08.2015 - 02.2019
- Orchestrated the management, development, and implementation of onboarding training programs, effectively equipping and nurturing the growth of over 40 Sales Agents
- Collaborated seamlessly with Managers, Compliance, Human Resources, and Sales Leaders to identify and address the specific training needs essential for the success of the sales team
- Conducted training sessions focusing on workplace strategies, updates, and operational procedures, ensuring team members were well-versed in essential practices
- Took the initiative to lead team incentives, fostering a positive work environment that enhanced morale and bolstered team spirit
- Crafted engaging and dynamic sales training modules, designed to captivate, motivate, and inspire the sales team, contributing to their professional growth
- Provided invaluable logistical support, effectively managing costs for training programs, optimizing resource allocation
- Proactively identified and addressed knowledge gaps within the sales team, implementing actionable solutions to enhance overall performance
- Collaborated seamlessly with the marketing team to successfully launch new client applications and drive sales and re-engagement campaigns, contributing to business growth
- Managed and developed assessments to ensure a smooth and effective transition of knowledge within the sales team
- Demonstrated exceptional problem-solving skills, effectively handling client escalations and contributing to conflict resolution
- Successfully managed and regularly updated all sales training materials, ensuring up-to-date resources for the sales team's benefit
- Oversaw the learning management system (LMS) for all sales video learning modules, ensuring accessibility and organization of essential training resources
- Efficiently scheduled and conducted training sessions for the sales team, both in classroom and webinar formats
- Provided post-training support, coaching, and constructive feedback to enhance the skills and performance of the sales team
- Skillfully managed all aspects of sales training events, including the National Sales Meeting, from initial planning to seamless execution, ensuring the success of these critical events.
Inside Sales Support Specialist
Renovate America (Home Improvement Financing)
San Diego, CA
05.2015 - 07.2015
- Provided valuable support to the Channel Account Manager by addressing procedural and operational challenges, contributing to streamlined operations
- Demonstrated exceptional communication skills by managing a daily workload of 50-75 outbound calls to effectively resolve file issues for Property Owners and Contractors, ensuring their satisfaction
- Successfully managed and catered to the needs of National Account Clients, offering dedicated service to key clients
- Maintained detailed records and submitted daily activity reports, showcasing a commitment to transparency and accountability while highlighting personal contributions to production
- Collaborated seamlessly with other members of the operations team to drive an increase in applications and funding metrics, optimizing overall performance
- Proactively implemented cancellation prevention strategies to retain clients and minimize attrition, contributing to business stability
- Assisted Contractors in navigating web tools and effectively promoting home improvement financing products to homeowners, enhancing overall sales and client engagement.
Program Services Representative III
Renovate America (Home Improvement Financing)
San Diego, CA
12.2014 - 04.2015
- Efficiently managed a high volume of 60-80 inbound customer calls daily, demonstrating strong communication and problem-solving skills
- Offered comprehensive support to property owners and contractors through various communication channels, including phone, email, and online chat, ensuring prompt and effective assistance
- Proficiently gathered essential information related to energy-efficient home improvement products and financing from contractors, playing a key role in the creation of financing documents
- Collaborated actively with team members to swiftly and effectively resolve complex problems and issues, contributing to seamless operations
- Provided valuable sales support to contractors during customer interactions in their homes, enhancing the overall customer experience and fostering successful sales
- Consistently delivered outstanding customer service, both externally and internally, demonstrating a dedication to exceptional service quality in all interactions.
Education
Master of Education in Instructional Technology -
American Intercontinental University
05.2005
Bachelor of Science in Marketing -
Woodbury University
06.1995
Skills
- Learning Management Systems: Cornerstone and Talent LMS
- Web Conferencing: Zoom and WebEx
- Salesforce
- Tableau Reporting System
- Microsoft 365 Suite
- New Hire Training
- Training Initiatives
- Online-Based Education
- Presentations and Demonstrations
- Online Instruction
- SaaS Product Training
Certification
Lean Six Sigma White Belt Certified (LSSWB), 10/01/23, Present
Timeline
Operations Transformation Trainer
Fremont Bank
08.2022 - Current
Residential Lending Operations Trainer
Fremont Bank
09.2020 - 08.2022
Performance Training Manager
PCMA Private Client Mortgage Lending (Retail Div.)
06.2019 - 09.2020
Channel Partner Program /Training Manager
PCMA Private Client Mortgage Lending (Wholesale Div.)
05.2019 - 03.2020
Sr. Client Development Sales and Operations Trainer
Renovate America (Home Improvement Financing)
08.2015 - 02.2019
Inside Sales Support Specialist
Renovate America (Home Improvement Financing)
05.2015 - 07.2015
Program Services Representative III
Renovate America (Home Improvement Financing)
12.2014 - 04.2015
Master of Education in Instructional Technology -
American Intercontinental University
Bachelor of Science in Marketing -
Woodbury University
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