Susan Harrington
Eugene,OR
Summary
I'm an experienced and dynamic leader with a proven performance record at First Community Credit Union.
Enhancing productivity and employee success through strategic training and development is my passion.
Excelled in e-learning design and relationship building, significantly improving operational efficiency and customer satisfaction. Skilled in leadership, adept at driving company-wide improvements and fostering collaborative success.
Overview
29
29
years of professional experience
Work History
Senior Training and Development Specialist
First Community Credit Union
08.2019 - Current
- Manage multiple projects and platforms simultaneously while maintaining strict deadlines and adhering to budget constraints.
- Collaborate with cross-functional teams to develop cohesive learning strategies aligned with business goals.
- Boost employee engagement with interactive workshops, group activities, and hands-on exercises.
- Coordinate special events such as seminars, conferences, or guest speaker sessions to enhance employee learning experiences beyond the classroom setting.
- Develop customized e-learning modules for improved knowledge retention and on-the-job application.
- Facilitate open lines of communication between management and employees, ensuring that training programs remain relevant to both organizational goals and individual needs for a 28 branch network.
- Onboard and mentor new hires with personalized coaching, accelerating their integration into the team dynamic.
- Evaluate training effectiveness through feedback analysis, resulting in ongoing program improvements.
- Increase overall productivity by conducting regular skill gap analyses and addressing identified weaknesses through targeted training initiatives.
Regional VP/Manager
First Community Credit Union
10.1998 - 08.2019
- Led a team of 7 region managers, ensuring consistent communication and collaboration for overall business success.
- Managed financial performance by setting budgets, monitoring expenses, and identifying areas for improvement.
- Increased regional sales by developing and implementing strategic sales plans aligned with the credit union's strategic planning goals.
- Strengthened relationships with key clients by providing exceptional customer service and support.
- . Facilitated organizational change management efforts as needed to adapt quickly to shifting market dynamics or customer preferences.
- Delivered regular progress reports to senior leadership, providing clear metrics on regional performance against company goals.
- Enhanced team productivity by developing and deploying comprehensive training programs tailored to unique needs of over 60 member service staff.
- Elevated sales team performance with competitive incentive program that motivated and rewarded outstanding achievements in revenue generation.
- . Built high-performing teams through effective recruitment processes, ongoing training programs, coaching sessions.
- Ensured regulatory compliance across all aspects of business operations within the region.
- Enhanced brand reputation through community engagement initiatives, establishing company as leader in corporate social responsibility within region.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Financial Service Representative
First Community Credit Union
04.1996 - 10.1998
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Examined customer loan applications for loan approvals and denials.
- Developed strong relationships with customers through high levels of customer service.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Originated, reviewed, processed, closed, and administered customer loan requests.
- Increased client satisfaction by providing personalized financial advice and building strong relationships.
- Enhanced customer satisfaction by efficiently opening new accounts and addressing client inquiries.
- Contributed to departmental sales objectives by consistently meeting or exceeding individual performance targets.
- Presented new and additional products and services to existing customers.
Education
Certification - Master Trainer Program (current)
Association of Talent Development (ATD)
Online (td.org)04.2025
University of Phoenix
Tempe, AZ (online)Vocational Certification - Banking, Management, Finance
Western Cuna Management School
Pomona, CA06-2009
High School Diploma -
Siuslaw High School
Florence, ORSkills
- Excellent communication and collaboration prowess
- Staff and leadership training expertise
- Decision-making/problem solving aptitude
- Champion of customer service and relationship building
- Diverse in banking software programs and technology
- New hire onboarding
- Online video training, conferencing and e-learning design
- Operational efficiencies and quality improvement
- Proficient writing skill set
- Data entry and analysis
- Consumer lending
- Curriculum development
Timeline
Senior Training and Development Specialist
First Community Credit Union
08.2019 - Current
Regional VP/Manager
First Community Credit Union
10.1998 - 08.2019
Financial Service Representative
First Community Credit Union
04.1996 - 10.1998
Certification - Master Trainer Program (current)
Association of Talent Development (ATD)
University of Phoenix
Vocational Certification - Banking, Management, Finance
Western Cuna Management School
High School Diploma -
Siuslaw High School
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