Kevin Hales
Clearfield,UT
Summary
Results-driven professional with nearly 20 years in Learning and Development, specializing in workforce training and development. Known for high productivity and efficiency in task completion. Expertise in leadership, coaching, employee engagement strategies, and performance assessment. Skilled in communication, adaptability, and fostering learning environments that promote growth.
Overview
22
22
years of professional experience
Work History
Training Specialist
SoFi
12.2021 - Current
- Experienced leader and expert in training through multiple delivery methods
- Expert in training multiple business lines and products including technical systems training, loan origination processes, & banking processes
- Delivers training to assist business partners in achieving business-related initiatives
- Manage a classroom of 5-35 people including coaching and feedback
- Coached for success and goal achievement
- Managed training classes for success against business KPI metrics
- Assisted in creating skill assessments to measure learning impact.
Training Specialist
University of Utah Health
09.2020 - 12.2021
- Delivers training of technical systems for scheduling and registration, billing, and medical charting
- Provides continued support with home assistance for system users by manning an assistance line
- On call after hours support for system users
- Manages and works technical system IT trouble tickets to resolve user issues.
Sr. Learning and Development Specialist
Exeter Finance
03.2017 - 04.2020
- Delivers training to assist business partners in achieving business-related initiatives
- Led initiatives for leadership skills training by creating and facilitating leadership and management trainings including Exercising Influence, Diversity training, Coaching and Development, and Interview skills trainings
- Expertly facilitated all areas of the business including Sales, Credit Analysts, Funding Analysts, Collections, Loss Mitigation/Repossession, Total Loss/Insurance Claims, and Customer Service
- Executed peer observations to assist with facilitation skills and best practices
- Supported the new hire training needs by facilitation of new hire training as well as production floor performance support
- Facilitates New Hire Orientation for all new hires in the Clearfield, Utah location
- Provided continued support for business partners through continuing education and skill-specific upskill training
- Digitized all handouts and job aids for multiple lines of business
- Led support and training initiatives for all BPO vendor sites
- Gained the respect of the organization's leaders through support and communication with business leaders across sites
- Well-versed in a variety of instructional techniques such as role-playing, simulations, webinars, team exercises, group discussions, videos, or lectures
- Recognized as People Excellence Award Recipient in the first quarter of 2019 from peers and leaders in the Talent Development organization
- Led hiring and onboarding of two trainers hired at my site to incorporate them into the Exeter culture and training team and assist with their learning of the content for the lines of business they were to support
- THRIVE Committee member contributing to the culture and activities of all sites.
Assistant Vice President/Business Trainer
Citi
09.2002 - 03.2017
- Facilitated all New Hire and continuing education training sessions in a call center environment
- Trained all areas of the business including Credit New Account Origination, Collections, Fraud Detection, and Customer Service
- Acted as the face of the training organization as the only trainer at the Roy, Utah site for over 6 years
- Coached and developed a team of 15-20 new agents
- Provided performance support for 90 agents over 3 months decreasing Average Handle Time for 3 teams by 30 seconds average over the measured months
- Established baseline parameters for performance metrics
- Monitored and evaluated metrics based on performance in a classroom environment and reported results to business partners
- Designed and planned post-class remediation to provide learners that struggled the opportunity to show improvement.
Education
Associates of Science -
Weber State University
Skills
- Employee Development
- Project Implementation
- Product Development
- Training delivery
- Needs analysis
- Performance Assessment
- Technical training
- Recruiting
- Training Program Development
- Workshop Facilitation
- Human Resources
- Leadership training
- Financial training
- Classroom experience
- Finance
- Video instruction
- Learning Management Systems
Certifications and Trainings
- Lean Six Sigma Yellow Belt Certified
- Leadership/Management
- Coaching for Success
- Conflict Resolution
- Exercising Influence
- Building a House for Diversity
- Interviewing Skills
Timeline
Training Specialist
SoFi
12.2021 - Current
Training Specialist
University of Utah Health
09.2020 - 12.2021
Sr. Learning and Development Specialist
Exeter Finance
03.2017 - 04.2020
Assistant Vice President/Business Trainer
Citi
09.2002 - 03.2017
Associates of Science -
Weber State University
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