Vilma Bonilla
Consulting: Financial Clients
Overland Park,KS
Summary
Experienced change management problem solver with expertise in corporate financial service clients. Deadline-driven individual with refined analytical and technical skills. Detail oriented professional with effective verbal and written communication skills. Engaging Spanish and English bilingual speaker with refined interpersonal, relationship-building skills.
Managed global consulting projects for financial clients, developing and delivering custom learning programs for diverse audiences. Collaborated with C-level executives and third-party vendors across various lines of business. Fortune 100 clients such as Bank of America and Morgan Stanley, as well as public sector clients like Raytheon and Los Angeles County.
Overview
21
21
years of professional experience
Work History
Customer Service for Financial Clients
Prime Accounting Solutions
02.2018 - 04.2024
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Updated customer account information, processed payments, resolved payment and collections inquiries.
- Identified and responded to customer requests and concerns through email and phone.
- Assisted customers with Spanish-language inquiries in a timely and professional manner as needed.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Contractor
Training Folks: Working for Bank of America Client
07.2011 - 05.2013
- Bank of America, Home Loans: Foreclosure Restructuring Program, United States
- Delivered onsite systems training for Customer Relationship Managers (CRM), Process Support and Underwriters.
- Worked with management to deliver onsite training to a diverse staff in the Home Lending division assigned to collections accounts.
- Salesforce.com, Urban Lending, Stewart, and payment (ACH) processing platform training.
- Bank of America, Retail Operations: Banking Center Remote Capture (BCRC), United States
- Delivered on-the-job-training, management, and coaching to Branch Managers and their associates focusing on bank teller staff in various retail locations.
- Delivered on-site training to retail bank employees on new hardware and software following new imaging policies and procedures. Conducted on-site exams.
- Administered assessments during and after courses.
Facilitator / Coach Manager
Aerotek / Cognosante For: General Dynamics
07.2013 - 08.2013
- Supported the initial rollout, delivery, and implementation of the Federal Affordable Care Act (ACA) program for a large call center staff consisting of employees, contractors, and supervisors onsite for General Dynamics IT offices in Lawrence, Kansas.
- Supported training delivery of a government contract for the Center for Medicaid & Medicare Services (CMS).
- Developed strong product knowledge to provide informed recommendations based on new contract guidelines.
- Responsible for daily classroom delivery of training, eight hours a day, on a weekly basis.
- Evaluated employee progress, tracked attendance, and prepared daily variance reports documenting concerns.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team. Addressed employee inquiries.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving conflicts and technical issues.
Systems Trainer
The Training Associates for Morgan Stanley
03.2012 - 08.2012
- Provided consulting services to Morgan Stanley Smith Barney, Wealth Management Consulting Group of Financial Advisors nationwide in the contiguous and non-contiguous United States.
- Supervised employee a large scale system conversion for merger acquisition and legacy employees. Provided leadership and guidance on resolving issues onsite. Documented issues and recommended changes as necessary to corporate legal liaison in New York City.
- Delivered training on various wealth management products, new bank policies and procedures, and new trading system software in various settings for employees, administration, operation, management staff, and C-level executives.
- Deliver on-site training management and coaching in approximately seven states and over 20 locations nationwide.
Community Outreach
PinkSlipMixers 2.0
07.2009 - 06.2010
- Pro-bono Consultant: Established collaborative partnerships with local non-profit, government, and private organizations to provide resources and marketing support for live events.
- Developed a social marketing campaign for the “Honor a Hero, Hire a Veteran” Job Fair in Los Angeles.
Sales Trainer
The Smart Rep Company
05.2009 - 07.2009
- Consultant, Tarzana CA
- Designed and delivered a new-hire sales training curriculum.
- Achieved a 95% average student satisfaction rating for training program delivery on Level 1 evaluations.
HR Systems Training Analyst
Spherion
05.2008 - 10.2008
- Farmers Insurance / University of Farmers, Los Angeles CA
- Supported the successful implementation of Cornerstone OnDemand and SumTotal LMS.
- Coordinated student enrollment with various instructors.
- Manage LMS system class creation, logistics, and system troubleshooting.
- Analyzed, tracked and resolved urgent level 3 tickets achieving a highly consistent weekly closing ratio.
Training Coordinator
Geologics Consulting
01.2008 - 05.2008
- Raytheon, Long Beach CA
- Coordinated instructor-led-training (ILT) sessions for Raytheon’s PRISM/ SAP rollout.
- Collaborated with a cross-functional team to deliver on-site, telephone, and online support for over 4,000 employees, including SAP Business Power Users (BPUs), instructors, and employees.
- Maintained Raytheon’s learning records using a highly customized SumTotal LMS enterprise platform.
Elections Trainer
Los Angeles County
10.2007 - 12.2007
- Registrar-Recorder County Clerk Office, Norwalk CA
- Trained onsite staff on election hardware and resources using machines and resources delivered to various locations across the Los Angeles County.
National Trainer, Wholesale Mortgage Lending Division
10.2006 - 10.2007
- Indymac Bank, Pasadena CA
- Delivered new hire sales training program for all employees in collaboration with Senior Executive
- Management, Human Resource, and Product Development staff.
- Facilitated computer-based training modules for groups of 25 to 80 new employees on a daily basis.
Regional Trainer (West Coast), Armored Operations & Cash Vault
Garda Cash (Formerly AT Systems)
08.2004 - 10.2006
- Managed and delivered onsite training for Armored Operations and Cash Vault Services nationwide staff.
- Collaborated with executive and local management in the West Coast Region to deliver high quality ongoing and new hire training for armored operations security and cash vault teller staff.
- Created and delivered Train-the-Trainer workshops resulting in successful knowledge transfers.
- Received tactical weapons training for state open carry license of a shotgun (12 ga. 00 buckshot) and handgun (9mm).
- Contributed to company growth by supporting the onboarding process for new hires through effective regional training programs in Spanish and English as needed.
HR Training Coordinator, Online Personal Insurance Agency
Answer Financial
07.2003 - 02.2004
- Helped design and plan the new-hire training programs for licensed and non-licensed property and casualty (P&C) insurance agents.
- Developed and updated class materials resulting in increased efficiency and reduced costs.
- Generated a weekly training report for senior management to track new hire employee sales, analyze training program return-on-investment (ROI), and track student feedback.
Education
Bachelor of Arts - English Literature, Political Science minor
Loyola Marymount University
Los Angeles, CA01.2001
Skills
- MS Office Suite proficiency
- SharePoint content management experience
- Instant messaging platform and business collaboration systems expertise: Lotus Notes, Sametime, Slack
- Assessment management expertise
- Experience with Cornerstone and SumTotal systems
- Skillsoft learning management system
- Experience with customer relationship management systems: Siebel, Salesforce (CRM)
- Experience with vitual meeting platforms: Webex, Citrix GoToMeeting, Zoom
- Experience with Peregrine Systems
Languages
Fluent Spanish bilingual Candidate
Timeline
Customer Service for Financial Clients
Prime Accounting Solutions
02.2018 - 04.2024
Facilitator / Coach Manager
Aerotek / Cognosante For: General Dynamics
07.2013 - 08.2013
Systems Trainer
The Training Associates for Morgan Stanley
03.2012 - 08.2012
Contractor
Training Folks: Working for Bank of America Client
07.2011 - 05.2013
Community Outreach
PinkSlipMixers 2.0
07.2009 - 06.2010
Sales Trainer
The Smart Rep Company
05.2009 - 07.2009
HR Systems Training Analyst
Spherion
05.2008 - 10.2008
Training Coordinator
Geologics Consulting
01.2008 - 05.2008
Elections Trainer
Los Angeles County
10.2007 - 12.2007
National Trainer, Wholesale Mortgage Lending Division
10.2006 - 10.2007
Regional Trainer (West Coast), Armored Operations & Cash Vault
Garda Cash (Formerly AT Systems)
08.2004 - 10.2006
HR Training Coordinator, Online Personal Insurance Agency
Answer Financial
07.2003 - 02.2004
Bachelor of Arts - English Literature, Political Science minor
Loyola Marymount University
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