Marjory Gonzalez
Ontario,CA
Overview
19
19
years of professional experience
Work History
Trainer
Bank Of America
Brea, CA
01.2018 - 10.2023
- Improved employee performance by designing and implementing effective training programs.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Customer Service Representative
Bank Of America
Brea, CA
02.2005 - 10.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Associate of Science - Social Psychology
Mt San Antonio College
Walnut, CAHigh School Diploma -
John A. Rowland High School
Rowland Heights, CA06.2000
Skills
- Online Instruction
- Materials Preparation
- Course Development
- Lesson Planning
- New Hire Training
- Classroom Oversight
Timeline
Trainer
Bank Of America
01.2018 - 10.2023
Customer Service Representative
Bank Of America
02.2005 - 10.2023
Associate of Science - Social Psychology
Mt San Antonio College
High School Diploma -
John A. Rowland High School