Sebastian Scarbrough
Middleburg,FL
Summary
Results-driven professional with over 14 years in customer service and leadership. Expertise in coaching teams, enhancing performance, and resolving customer issues to support organizational goals. Demonstrated success in onboarding, training facilitation, and process improvement, contributing to operational efficiency and high service standards.
Overview
14
14
years of professional experience
Work History
TRAINING SUPERVISOR
VyStar Credit Union
04.2025 - 01.2026
- Supervised a team of 19 employees and conducted bi-weekly coaching sessions focused on performance, engagement, and professional development.
- Delivered individualized coaching and feedback that improved employee performance and supported operational goals.
- Prepared and presented executive-level reports and training insights to senior leadership, HR partners, and business stakeholders.
- Analyzed training effectiveness using Qualtrics and the Kirkpatrick Model to identify trends, measure learning outcomes, and recommend improvements.
- Conducted classroom observations and facilitated training sessions to ensure consistent learning experiences and performance standards.
- Partnered with business units to improve employee readiness, customer experience, and operational effectiveness.
TRAINING SPECIALIST II
VyStar Credit Union
09.2022 - 04.2025
- Designed, coordinated, and facilitated onboarding and training programs that improved employee readiness and job performance.
- Built strong relationships with business partners to incorporate practical role application into learning programs.
- Mentored and developed new hires, helping accelerate proficiency, confidence, and overall performance.
- Led the redesign of Contact Center training by incorporating structured on-the-job learning experiences.
- Managed the implementation of WalkMe, reducing operational errors and improving employee efficiency.
- Collaborated with stakeholders across multiple departments to identify training needs and implement learning solutions.
LOAN CLOSING SPECIALIST
VyStar Credit Union
09.2018 - 09.2022
- Trained and developed new employees, contributing to strong team performance and knowledge retention.
- Served as a MeridianLink subject matter expert and provided training and support to employees and branch personnel.
- Assisted team members with performance development and process improvement initiatives.
- Participated in leadership development programs, employee resource groups, and cross-functional projects.
- Maintained accuracy and attention to detail while supporting high-volume operational workflows and member service needs.
CONSUMER LOAN MODIFICATION SPECIALIST
VyStar Credit Union
07.2015 - 09.2018
- Trained and onboarded new employees to support operational readiness and team effectiveness.
- Served as acting team lead during supervisor absences, maintaining workflow continuity and productivity.
- Facilitated lending onboarding programs and trained more than 100 employees on lending policies and procedures.
- Supported team performance through coaching, knowledge sharing, and process guidance.
- Worked directly with members to resolve account concerns and provide effective solutions.
COLLECTOR I & II
VyStar Credit Union
11.2012 - 07.2015
- Managed collection accounts and negotiated payment arrangements while maintaining positive member relationships.
- Communicated effectively with members to resolve account concerns and establish workable payment solutions.
- Assisted coworkers with interview preparation, career development, and professional growth opportunities.
- Collaborated with multiple departments to resolve account issues and improve service outcomes.
- Maintained accurate records while consistently meeting departmental performance expectations.
TELLER SPECIALIST I & II
VyStar Credit Union
08.2011 - 11.2012
- Provided exceptional customer service by resolving account concerns and responding to member inquiries.
- Processed member transactions with accuracy, balancing cash and ensuring compliance with procedures.
- Verified deposits, balanced transactions, and resolved discrepancies to ensure operational accuracy.
- Demonstrated professionalism and efficiency in high-volume customer interactions.
- Fostered positive member relationships through responsive, personalized service.
Education
High School Diploma -
Edward H. White Senior High School
Jacksonville12-2011
Skills
- Qualtrics analysis and training
- Learning management systems
- Training evaluation methods
- Digital learning tools
- Training software
- Project management
- Process improvement
- Change management
- Employee development
- Coaching and leadership
- Relationship building
- Team collaboration
- Problem resolution
- Customer service excellence
- Presentation development
- Assessment frameworks
- Microsoft Excel skills
- Learning support
Timeline
TRAINING SUPERVISOR
VyStar Credit Union
04.2025 - 01.2026
TRAINING SPECIALIST II
VyStar Credit Union
09.2022 - 04.2025
LOAN CLOSING SPECIALIST
VyStar Credit Union
09.2018 - 09.2022
CONSUMER LOAN MODIFICATION SPECIALIST
VyStar Credit Union
07.2015 - 09.2018
COLLECTOR I & II
VyStar Credit Union
11.2012 - 07.2015
TELLER SPECIALIST I & II
VyStar Credit Union
08.2011 - 11.2012
High School Diploma -
Edward H. White Senior High School