Lindsey Payne

• Designed and developed 10+ Standard Operating Procedures (SOPs) to streamline training for newly implemented protocols, improving compliance and efficiency
• Conducted remote training sessions for 20+ new hires in the Accounts Receivable (AR) department, ensuring a 95% onboarding completion rate within the first 60 days
• Facilitated weekly video meetings with teams of 10-15 employees, leading to a 20% reduction in common errors related to AR processes through ongoing coaching
• Developed instructional materials that contributed to a 30% increase in training efficiency, reducing the average training duration from 4 weeks to 3 weeks while maintaining performance standards

• Designed and implemented a comprehensive onboarding program that reduced new hire ramp-up time by 25% and increased retention rates by 15% in the first six months
• Created and maintained 5 department-specific training manuals, ensuring all employees had access to up-to-date reference materials that increased process adherence by 40%
• Conducted training sessions for 50+ employees on company operations, culture, and dental software, achieving a 90% training satisfaction score based on employee feedback
• Partnered with 5 subject matter experts (SMEs) to enhance training accuracy and effectiveness, leading to a 20% decrease in errors during the first 90 days of employment
• Delivered regular progress updates to stakeholders, implementing improvements that resulted in a 10% increase in overall training effectiveness based on post-training assessments

Customer Service (Telephone Banking):

• Answered inbound customer calls, providing assistance with various banking inquiries and resolving issues related to accounts, transactions, and services.
• Ensured high-quality customer service by addressing customer concerns promptly and accurately, maintaining a positive experience for clients.

Training and Peer Assistance:

• Completed a comprehensive six-month training program, gaining in-depth knowledge of banking products, services, and operational procedures.
• Assisted in peer training sessions, sharing knowledge and best practices with colleagues to enhance team performance and improve overall customer service.

Development of Instructional Skills:

• Discovered a passion for training and instruction through peer support and mentoring, developing skills in simplifying complex information and delivering it effectively to others.
• Participated in training initiatives and collaborated with senior team members to refine training techniques, sparking a desire to pursue a career in instructional design.

Problem Solving and Account Support:

• Assisted customers with troubleshooting account issues, processing transactions, and resolving technical difficulties related to online and mobile banking platforms.
• Provided step-by-step guidance to customers on banking procedures, ensuring smooth and efficient service delivery.

Team Collaboration and Communication:

• Collaborated with team members to ensure consistent service standards and effective resolution of customer issues.
• Maintained clear and professional communication with customers and colleagues to foster a positive work environment.

Knowledge Management:

• Contributed to the development of training materials and resources based on firsthand experience, helping improve onboarding and ongoing education for new hires.
• Assisted in updating training documentation to ensure it remained current with new banking policies and software updates.

Customer Satisfaction and Retention:

• Focused on improving customer satisfaction by resolving issues swiftly and ensuring customers were fully informed of the bank's products and services.
• Utilized feedback from customer interactions to refine service strategies and enhance overall customer retention.