Monét Grissett
Jacksonville,FL
Summary
Experienced Learning and Development Specialist with a strong background in the banking sector. Proven expertise in designing, implementing, and managing training programs to enhance employee performance and support organizational goals. Skilled in instructional design, curriculum development, and facilitation of leadership, compliance, and customer service training. Adept at identifying skill gaps, assessing training needs, and leveraging innovative learning solutions to drive engagement and productivity.
Overview
11
11
years of professional experience
Work History
Learning and Development Specialist
Ally Bank
11.2019 - Current
- Facilitated collaborative learning workshops, fostering culture of continuous improvement and knowledge sharing.
- Increased employee retention rates by developing engaging onboarding and orientation processes and content.
- Standardized evaluation criteria across all courses allowing for consistent measurement of participant feedback for ongoing improvement efforts.
- Evaluated training program effectiveness, adjusting content as needed to maximize learning outcomes.
- Improved employee satisfaction and morale by providing tailored professional development opportunities.
- Spearheaded the creation of a mentorship program, matching experienced employees with newer hires for accelerated skills transfer.
- Conducted regular needs analysis surveys to gauge areas where additional support was required promoting continuous improvement in staff skills, knowledge, and abilities.
Customer Service Representative
Comcast
10.2016 - 11.2019
- Knowledge in CSG/ACR
- Provides customer education as well/ Instructing customers thoroughly on installation of equipment.
- Sale products or services to promote customer focus in employees and develop partnerships with customers.
- Provide Retention skills and complete customer satisfaction
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Consultation Agent
Best Buy Geek Squad
11.2013 - 09.2015
- Trained6 to8 employees on job daily works and policy descriptionAdvance troubleshooting for PC / browser / e-mail / personal web page / connectivity rewall / router / hub problemsProvides customer education as well / Instructing customers thoroughly on installation of equipmentSales products or services to promote customer focus in employees and develop partnerships with customers
Education
A.A. - Communication
University of West Florida
Pensacola, FL01.2014
Skills
- Organizational development
- E-learning design
- Facilitation techniques
- Career development
- Classroom experience
- Training material development
- Training program development
- Blended learning
- Adult learning theory
- Diversity and inclusion
- Technical training
- Orientation and onboarding
Timeline
Learning and Development Specialist
Ally Bank
11.2019 - Current
Customer Service Representative
Comcast
10.2016 - 11.2019
Consultation Agent
Best Buy Geek Squad
11.2013 - 09.2015
A.A. - Communication
University of West Florida
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