Noelle J. McDavid

• Spearheaded design and implementation of multiple training agendas to establish successful onboarding of new employees; most notably the overhaul and redesign of the organization's entire Week 1 New Hire Training program between Oct 2023-Jan 2024, effectively condensing a 2 week long training program into 1 week resulting in higher quality content, a far more engaging schedule, and much higher satisfaction ratings among program participants and their management teams
• Facilitated the Week 1 new hire training program which included deep dives into the company intranet and resources, walkthroughs of day-to-day applications, and extensive hands-on learning how to complete various roles and tasks within the company's proprietary loan origination system
• Highly respected and known for providing exceptional service to all individuals from C-suite to temps, fostering and maintaining effective, long lasting business relationships.
• Hosted one-on-one Executive Onboarding sessions with VP roles and above to provide a more personalized, focused onboarding experience for high-level hires
• Stayed informed on mortgage industry developments and market trends to gain and add up to date information to existing content and resources.
• Organized, edited, and distributed countless training manuals, multimedia visual aids, and other educational materials.
• Alternated in-person and virtual training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
• Communicated all learning and performance objectives, schedules, and training assessments to program participants and upper management.
• Conducted orientation sessions and organized on-the-job training for new hires performing a variety of production, operations, corporate, and executive roles.
• Collaborated with multiple teams (Marketing, HR, Construction, Renovation) to structure and host specialized workshops and presentations for new and existing hires
• Continuously monitored and evaluated trainee performance to determine program quality and cohesiveness.
• Developed departmental systems and procedures to better align workflow processes among multiple groups
• Tested all new and existing training software and hardware prior to commencing training programs to ensure full understanding and ability to demo and explain new functionalities
• Received 100's of documented 5 star reviews from surveys conducted with participants post-onboarding and training
• Passionate facilitator of "AHA!" moments

• Responsible for overseeing and conducting the successful onboarding, integration, and product training of over 70+ mortgage origination teams consisting of over 1000 individuals added to the organization between 2020-2024
• Recruited specifically for the Branch Success Manager position after moving abroad and brought back on as a special contractor
• Traveled to over 15 US cities between 2020-2023 hosting onsite branch onboarding and training events for a variety of groups ranging from 5 to 50+ individuals
• Served as a trusted key contact, product advisor, and point of escalation between field offices and corporate; responsible for the "post-sale sale", continuously demonstrating and driving faith in the product while encouraging users to maximize value and usage
• Led process improvement and problem-solving efforts between multiple departments to create efficient standard procedures and escalation policies for customer support staff.
• Collaborated with multiple internal departments to develop customer support strategies and increase customer retention.
• Played instrumental role in client satisfaction by working with branch management and operational teams for proper system configurations, troubleshooting, and resolution of service issues.
• Established strong relationships with key executives, management staff, internal/external sales, and branch level customers, resulting in increased employee and customer loyalty.
• Lead onsite and virtual pre-onboarding, onboarding, and post-onboarding product setup/training sessions to foster successful product adoption and maximize usage.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Trained personnel in equipment maintenance and enforced participation in training exercises focused on developing key skills.
• Configured hardware, devices, and software to set up work stations for employees or looped in IT Support when solution was out of the BSM wheelhouse.
• Responsible for project management of the onboarding team(s) using detailed and trackable progress plans via Asana and by conducting weekly status check-ins with branch leadership based on their stated needs regarding product adoption and usage.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote satisfaction and brand loyalty.
• Cultivated and nurtured positive rapport with fellow employees to boost company morale and further promote employee retention.
• Maintained upbeat, professional demeanor by staying calm and solutions driven when addressing unhappy, escalated customers.
• Contributed to branch success manager playbook and created hand-out style onboarding resources that remain in use by the organization today.

Responsible for intaking and resolving problems for high-profile customers to maintain relationships and increase customer faith and belief in the organization & product.

• Handpicked to manage executive level accounts consisting of 50+ branch managers, operations managers, and VP's to nurture existing relationships and encourage business growth.
• Provided basic and advanced product training and suggested process improvements to branch management staff to enhance outcomes and increase production volume.
• Collaborated with upper management teams (Underwriting, Settlement, Funding) to solve escalated issues and implement continuous process improvements while exceeding team service goals.
• Built and maintained relationships with VIP customers and their staff communities to establish long-term business trust.
• Managed high levels of call flow and customer stress and responded to advanced technical support needs.
• Responded to customer inquiries and provided technical product assistance over phone, chat, and email.
• Researched and identified solutions to technical problems.
• Used ticketing systems (Freshdesk) to manage and process support actions and requests.
• Generated and utilized reports to track performance and analyze trends.
• Monitored system performance to identify potential issues.
• Diagnosed and troubleshot hardware, software and network issues.
• Created detailed issue docs and tasks via Freshdesk and Asana to capture identified issues for further escalation and address by Software and Design.
• Offered assistance in implementing and developing employee training programs.
• Received inbound phone calls transferred from Tier 1 and 2 specialists to research and resolve advanced technical issues.
• Mentored less experienced team members to improve customer responses, increase product knowledge, and work towards one-touch tickets.
• Consistently received high marks and praise via customer satisfaction surveys
• Resolved over 4,500 Executive Support requests with 98% extremely satisfied ratings between 9/2019-6/2020 contributing to countless successful loan fundings

• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
• Maximized use of hardware and software by training users and interpreting instructions.
• Researched and identified solutions to technical problems.
• Monitored system performance to identify potential issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Diagnosed and troubleshot hardware, software and network issues.
• Prepared references for users by writing clear operating instructions.
• Resolved over 5,300 individual requests for Support between 3/2018-9/2019 with 98% extremely satisfied ratings