Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Victoria Black

Atlanta,GA

Summary

Retail Banking Training Specialist | Learning Development | Financial Services Excellence Accomplished banking professional with experience within high-volume financial institutions. Proven track record of increasing performance metrics, delivering impactful training programs, and mentoring teams to elevate service standards. Adept at compliance, curriculum development, and fostering team engagement aligned with organizational goals.

Overview

1
1
Certification

Work History

Member Service Representative III / Peer Trainer

Navy Federal Credit Union
  • Designed and implemented best practices that improved branch traffic efficiency which diminished wait time by 20%, elevated member service results by 15%, and increased greeter log accuracy from an average 60 captured members to 98 average visits daily
  • Mentored and onboarded 10+ new hires through structured training modules, increasing member satisfaction scores, operational proficiency, and team engagement.
  • Facilitated compliance and soft-skills workshops to ensure adherence to federal regulations and NFCU policies while solving member issues with improved team satisfaction and confidence.
  • Built over 20 community relationships in the community, partnered with financial outreach specialists in market and delivered monthly outreach presentations on financial literacy, resulting in improved community engagement metrics.
  • Served as lead peer trainer for operational soundness audits and vault compliance procedures, reducing onboarding errors by 20%

Member Service Representative II / New Training Facilitator

Navy Federal Credit Union
  • Conducted live and virtual training sessions for new hires and tenured teammates on topics such as IRA, Trust, Account Servicing, and complex member services
  • Created interactive e-learning modules and presentations, improving processing accuracy and knowledge retention.
  • Acted as a resource for cross-branch policy updates, ensuring consistent adherence to evolving procedures

Table Service Coordinator

The Walt Disney Company
  • Led “Train the Trainer” sessions for new Disney properties, aligning with Four Keys principles and corporate learning standards
  • Partnered with L&D to develop onboarding programs for over 100 cast members at ESPN Club
  • Delivered coaching sessions and one-on-one development plans, improving guest feedback scores by 15%

Education

MBA - International Business Management

Lousiana State University
Shreveport, LA
05.2026

Bachelor of Science - International Relations

University of Central Florida
Orlando, FL

Skills

  • Instructional Design
  • Performance Coaching
  • Curriculum Development
  • Adult Learning Principles
  • LMS Administration
  • Compliance Training
  • Train-the-Trainer Programs

Certification

  • Proficient in Learning Management Systems (LMS)
  • Notary Services – State of Florida
  • Medallion Signature Guarantee

Timeline

Member Service Representative III / Peer Trainer

Navy Federal Credit Union

Member Service Representative II / New Training Facilitator

Navy Federal Credit Union

Table Service Coordinator

The Walt Disney Company

MBA - International Business Management

Lousiana State University

Bachelor of Science - International Relations

University of Central Florida

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Victoria Black