Michelle Perna
Riverview
Summary
Knowledgeable Learning Specialist with a proven track record at Citizens Bank, enhancing employee performance through tailored training programs and effective coaching. Skilled in e-learning development and collaborative teamwork, I successfully implemented strategies that closed skill gaps, resulting in improved productivity and engagement across departments. Experienced with instructional design, needs assessment, and curriculum development. Utilizes innovative teaching methods to enhance educational experiences and drive learner success. Track record of creating impactful learning solutions tailored to diverse audiences.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Learning Specialist
Citizens Bank
03.2019 - Current
- Evaluated the effectiveness of current training programs, identifying areas for improvement and implementing necessary changes.
- Fostered a culture of continuous learning by promoting knowledge sharing across departments and teams.
- Conducted regular follow-ups with employees post-training events to assess progress and provide additional support as needed.
- Collaborated with department heads to identify key areas for skills improvement and tailored learning initiatives accordingly.
- Advised management on strategies to close skill gaps within the organization, ultimately leading to improved productivity levels.
- Enhanced employee performance by developing and implementing customized training programs.
- Developed metrics to measure success in learning programs, ensuring alignment with overall business objectives.
- Updated existing training materials to reflect industry best practices and advancements in technology trends.
- Trained and mentored 12 new personnel hired to fulfill various roles.
- Facilitated virtual, in-person and blended learning sessions.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Designed and delivered web-based, self-directed learning materials.
- Identified workers with specific skill sets to recommend for promotions.
- Developed and implemented successful onboarding program.
- Utilized variety of instructional design methodologies to create effective learning experiences.
Retail Small Business Relationship Banker
Citizens
08.2017 - 03.2019
- Provided expert guidance on business financing options, helping clients secure necessary capital for growth.
- Coordinated with various departments to ensure seamless delivery of banking services across all channels.
- Fostered a positive work environment by actively participating in team meetings and sharing ideas for process improvements.
- Maximized revenue generation through careful assessment of loan applications and diligent follow-up on delinquent accounts.
- Proactively identified potential risks within client portfolios, implementing strategic measures to minimize losses.
- Collaborated with cross-functional teams to develop new business strategies, increasing overall growth.
- Maintained comprehensive knowledge of banking products and services, ensuring accurate and informed recommendations for clients.
- Met with existing clients and prospects through personal calling efforts and other contacts to discuss business needs.
- Assisted in the development of marketing materials to attract new clients, effectively expanding the bank''s market share.
- Facilitated communication between clients and bank personnel, resolving issues quickly while maintaining client trust.
- Delivered exceptional customer service by responding promptly to inquiries and providing accurate information about products and services offered by the bank.
- Enhanced customer retention through building strong relationships and addressing concerns promptly.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Liaised with customers and funding sources to identify and remove roadblocks to business funding.
Universa Banker
Citizens
06.2013 - 08.2017
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.
- Educated customers on various banking products and services, empowering them to make informed financial decisions aligned with their personal goals.
- Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.
- Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
- Increased referral rates by forging strong connections with customers and identifying potential business development opportunities.
- Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
- Assisted branch manager in meeting sales targets by executing various marketing strategies and initiatives.
- Contributed to a high-performing team culture by actively participating in training sessions, staff meetings, and ongoing professional development opportunities.
Education
No Degree -
Baker College
Flint, MISkills
- Reporting requirements
- Blended learning strategies
- Classroom management
- Collaborative learning
- E-learning development
- Coaching and mentoring
- Documentation
- Organizational change
- Soft skills training
- Digital literacy
- Mobile learning
- Virtual classroom management
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Collaborative teamwork
Accomplishments
- Delivered compliance training modules that ensured 100% of employees met regulatory deadlines, contributing to successful audits.
- Collaborated with team of 4 to 7 in the development of content for our training courses.
- Mentor colleagues who were looking to advance their careers further.
- Achieved colleagues completion of training through effectively with continuous support during and after their training.
- Earned recognition from senior leadership for innovation in learning design, contributing to a culture of continuous improvement and professional development.
- Partnered with business units to design targeted sales training, resulting in an increase in cross-selling metrics among front-line banking colleagues
Certification
- Project Manager Training -
- Cosmetologist License -
Timeline
Learning Specialist
Citizens Bank
03.2019 - Current
Retail Small Business Relationship Banker
Citizens
08.2017 - 03.2019
Universa Banker
Citizens
06.2013 - 08.2017
No Degree -
Baker College
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