Lucila Escobedo

• Led meetings with internal team members, consultants and contractors.
• Made changes to project scope and implemented most effective change management processes to keep project up-to-date.
• Managed training material for bank conversion.
• Completed virtual instruction by using TEAMS software.

• Maintained records of student progress, attendance and grades.
• Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
• Completed virtual instruction by using TEAMS software.
• Performed data entry from paper documents, emails, and other sources into computer systems.
• Created on-line self paced training material using Articulate Storyline 3 and Camtasia.
• Worked with client via email, phone and in-person to collect information to complete e-learning designs.
• Served as a mentor for new instructors, providing guidance on best practices for teaching techniques and classroom management.
• Liaised with subject matter experts to capture accuracy and intent of design.

Tempe, AZ 2017

• Created/Updated training material for all groups within Bank Operation Support for relocation to Tempe, AZ.
• Facilitated New Employee Orientation and Departmental trainings for all of Bank Operations Support.

Atlanta, GA 2015

• Created training materials for internal departments on new systems integration.
• Held Instructor Led Training (ILT) for all employees.

Arlington, TX 2011

• Part of planning team to relocate Call Center from Monterey Park, CA to Arlington, TX.
• Held Instructor Led Trainings (ILT) sessions for six months in Arlington, TX.
• Coached and Certified trainers who would be taking over instructor positions.
• Created/Updated 7-week training program for new Call Center employees.
• Facilitated sessions for new employees in both classroom and live settings.
• Coached instructors on how to improve classroom management, teaching strategies and student engagement.
• Managed and organized class records and reports.

• Delegated daily tasks to team members to optimize group productivity.
• Monitored team progress and enforced deadlines.
• Collaborated with management team to implement new work procedures or policies.
• Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands.
• Offered training and support to keep team members motivated and working toward objectives.
• Reviewed completed work to verify consistency, quality and conformance.

• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Helped clients navigate online systems within established frameworks to obtain services.
• Trained and supervised new employees to promote overall team productivity and consistent service.