Samantha Jones

• Enhanced employee performance by developing and implementing comprehensive training programs.
• Developed strong relationships with external vendors to source relevant training materials at cost-effective prices.
• Streamlined onboarding procedures for new hires, resulting in reduced training time and increased productivity.
• Fostered a culture of accountability and ownership by setting clear expectations for performance and providing regular feedback on progress.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.

• Developed and implemented updating training programs for over 500 employees.
• Advised training and operations leadership on best practices for employee growth and productivity goals, consistently helping to improve retention.
• Monitored day-to-day activities of Federal Student Aid training curriculum and new hire trainees, noting areas needing improvement and implementing plans for rectification.
• Developed new training programs such as online modules, phone call simulators, online programs and provided ongoing training to staff.
• Developed lesson plans, instructional materials and written practice tests for call center and correspondence training courses.

•Create objective based curriculum with a blend of an interactive classroom, on the job training and comprehensive assessments.

•Maintain a content driven web resources and communicate updates, reminders and temporary direction with Leadership and Operational staff.

•Deliver on site and virtual training, meetings and focus groups.

•Analyze assessment and quality data to recommend additional training opportunities potential efficiencies

• Create objective based curriculum with a blend of an interactive classroom, on the job training and comprehensive assessments including interactive training courses through use of e-learning tools and software.
• Maintain a content driven web resources and communicate updates, reminders and temporary direction with Leadership and Operational staff.
• Deliver on site and virtual training, meetings and focus groups.
• Analyze assessment and quality data to recommend additional training opportunitiespotential efficiencies.
• Developed understanding of end-user needs in consultation with subject matter developers and experts.

• Review and process instructions received from the Lending areas, USTreasury, and vendors.
• Ensure all instructions are clear and precise and entered correctly on the appropriate system.
• Resolve external (customer) or internal (middle-office) investigations. Communicate issues to management when they arise, in written or verbal format.
• Recommend changes to improve workflow, efficiency, and quality.

• Deliver instructorled training, including orientation trainings as needed.
• Design and develop training programs by applying adult learning principles including supplemental training materials, user documentation and visual aids.
• Gather and evaluate assessment data from clients, subject matter experts, key staff or management to identify appropriate learning solutions and formulate learning objectives.