Laura Musgrove
Hendersonville,TN
Summary
Dedicated and organized learning and development professional with experience in multiple industries including student loans, collections, banking and security with over 15 years of learning and development experience. Seeking new opportunities to drive growth. Outstanding relationship-building and problem-solving skills. Driven to exceed expectations and able to operate effectively and independently in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills. Talented at managing competing priorities to accomplish challenging goals. Consistently exceeds company objectives to secure client satisfaction and loyalty. Goal-driven Trainer successful in working with both students and leadership to develop interesting and successful training programs. First-rate problem-solving, program management and team-building abilities. Bringing fifteen years of experience assessing training needs and conceptualizing training materials.
Overview
20
20
years of professional experience
1
1
Certification
Work History
USDS Trainer
CENTRAL RESEARCH INC.
12.2023 - 01.2024
- Worked in tandem with training and operations to develop and design training using Articulate for new USDS servicing project for federal student loans
- Creating and editing training modules and retention activities
- Served as administrator for LMS, TalentLMS.
TRAINING MANAGER
RADIUS GS (FORMERLY WINDHAM PROFESSIONALS)
09.2023 - 12.2023
- Responsible for training all new hires in core job functions and compliance requirements
- Responsible for initiations, reviewing, processing e-QIP applications in the NP2 Secure Portal
- Ensure completion and accuracy of e-QIP applications to reduce errors and cost
- Communicate with internal and external parties regarding status of personnel security packets and clearance approvals and maintain accurate reporting of employee status
- Communicate with employees to prepare and submit all required documents with e-QIP applications for clearance approval
- Coordinated and tracked fingerprinting and submissions in a timely manner
- Ensured all required documentation was submitted with e-QIP applications
- Consulted with senior leaders to develop and execute strategy and provide regular updates.
- Monitored progress of trainees through feedback from managers and supervisors.
- Deployed learning management system, boosting product awareness, adoption and usage through educational content.
- Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
- Maintained up-to-date records of employee training activities within the organization's database system.
- Facilitated training for multiple departments including contact center and PSLF application processing for multiple federal contracts; MOHELA and FedLoans (PHEAA)
- Created and designed annual compliance training for all staff using Camtasia
- Created additional training and acknowledgements within the LMS (AtrixLMS)
- Administrator for LMS and responsible for maintenance and tracking of completion of course and modules
- During my tenure facilitated hundred of new hire classes for multiple sites and verticals using virtual platforms and in person training
- Won Training Magazine Apex award (TOP 125) three years consecutively.
ASSISTANT FINANCIAL CENTER MANAGER
SIMMONS BANK
04.2023 - 09.2023
- Responsible for branch operations including quarterly audits, cash optimization, ensuring security grids and protocols are up to date and followed
- Assist staff with operations and customer engagement
- Assist in training new employees with teller and platform duties
- Responsible for ensuring exceptions were corrected timely to avoid negative impacts
- Coaching staff to increase sales revenue and ensuring operational soundness
- Open and maintenance accounts including checking, savings, loans and other solutions for customers to reach personal goals
- Attend networking events and engage with potential clients
- I obtained my NMLS license and notary during my tenure.
Training Manager
Windham Professionals
01.2022 - 04.2023
SR Relationship Banker
Simmons Bank
01.2021 - 12.2021
Regions Bank Financial Relationship Specialist
Regions Bank
05.2020 - 01.2021
Trainer
Windham Professionals
03.2014 - 03.2020
Account Specialist
Windham Professionals
05.2012 - 03.2014
Service Manager, Store Manager, District Trainer, Floating Manager, Management Trainee
Wells Fargo (previously Wachovia and World Savings)
12.2003 - 04.2011
Education
Associate of Science - Theater
St. Johns River State College
Palatka, FL12-1995
Skills
- Course Development
- Curriculum Planning
- Student Engagement
- Online Instruction
- New Hire Training
- Presentations and Demonstrations
- Brand Building and Awareness
- Documentation Skills
- Security Procedures Knowledge
Accomplishments
- Training Magazine Top 125 (APEX) Award three consecutive years
Certification
- NMLS 2147051
- 5c Clearance
References
References available upon request.
Timeline
USDS Trainer
CENTRAL RESEARCH INC.
12.2023 - 01.2024
TRAINING MANAGER
RADIUS GS (FORMERLY WINDHAM PROFESSIONALS)
09.2023 - 12.2023
ASSISTANT FINANCIAL CENTER MANAGER
SIMMONS BANK
04.2023 - 09.2023
Training Manager
Windham Professionals
01.2022 - 04.2023
SR Relationship Banker
Simmons Bank
01.2021 - 12.2021
Regions Bank Financial Relationship Specialist
Regions Bank
05.2020 - 01.2021
Trainer
Windham Professionals
03.2014 - 03.2020
Account Specialist
Windham Professionals
05.2012 - 03.2014
Service Manager, Store Manager, District Trainer, Floating Manager, Management Trainee
Wells Fargo (previously Wachovia and World Savings)
12.2003 - 04.2011
Associate of Science - Theater
St. Johns River State College