LYDIA VILLINES
Norwalk,IA
Summary
Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Specialist
Osaic Wealth, Inc.
08.2022 - Current
- Proactively identified opportunities for process improvements, leading initiatives that drove notable enhancements in service delivery.
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
- Implemented new software tools that streamlined workflows, increasing overall team efficiency.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Reduced response times by optimizing internal communication processes among team members.
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Developed effective training plans based on department needs and objectives.
- Tracked attendance and evaluated progress for assigned trainees.
- Developed individualized training plans to achieve staff readiness.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
CONTACT CENTER SUPERVISOR
DXC TECHNOLOGY
10.2019 - 06.2022
POST ISSUE ANNUITY CUSTOMER SERVICE SUPERVISOR
METLIFE INVESTORS
09.2014 - 10.2019
- Supervise team of Customer Service Consultants taking inbound retail annuity phone calls while conducting ongoing, unit-wide cross-training, procedural documentation and communication
POST ISSUE ANNUITY ANALYST
METLIFE INVESTORS
11.2012 - 09.2014
SENIOR ANNUITY REPRESENTATIVE
METLIFE INVESTORS
04.2009 - 11.2012
SENIOR ANNUITY REPRESENTATIVE-CLIENT SERVICES
METLIFE INVESTORS
10.2007 - 04.2009
- Resolved escalated complaints and answered questions regarding policies and procedures
Education
Bachelor of Science (B.S.) - Education
DRAKE UNIVERSITY
Des Moines01.2000
Skills
- Technical Proficiency
- Continuous Quality Improvement (CQI)
- Train-the-Trainer
- Training Needs Analysis
- Subject matter expertise
- Materials Preparation
- Remote Learning
- Student Engagement
- Learning Styles
- Coaching and Development
- Training material development
Certification
- Series 6
- Series 26
References
References available upon request
Timeline
Operations Specialist
Osaic Wealth, Inc.
08.2022 - Current
CONTACT CENTER SUPERVISOR
DXC TECHNOLOGY
10.2019 - 06.2022
POST ISSUE ANNUITY CUSTOMER SERVICE SUPERVISOR
METLIFE INVESTORS
09.2014 - 10.2019
POST ISSUE ANNUITY ANALYST
METLIFE INVESTORS
11.2012 - 09.2014
SENIOR ANNUITY REPRESENTATIVE
METLIFE INVESTORS
04.2009 - 11.2012
SENIOR ANNUITY REPRESENTATIVE-CLIENT SERVICES
METLIFE INVESTORS
10.2007 - 04.2009
Bachelor of Science (B.S.) - Education
DRAKE UNIVERSITY
- Series 6
- Series 26
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