Merchant Letter Library

This program trained sales personnel on new proprietary software for sending letters to current and potential clients.

Teller Training Program

These programs were designed to train new tellers to perform their jobs properly and to train trainers to facilitate the program effectively.

Policies and Procedures Manual

This comprehensive manual contained the bank's policies and procedures for all aspects of its operations.

Consumer Product Training Program

This sales competency-based training program was designed to teach customer service representatives, branch managers, and head tellers all aspects of the bank's consumer
products.

Wholesale Lending

This project developed a self-instructional manual explaining how a wholesale mortgage lender operates. The manual included a step-by-step guide of the process, glossary, and how to fill out forms associated with the process.

Customer Service Training

This project involved a customer service survey of brokers, sales executives and in- house personnel to evaluate customer service perception. 

Performance Appraisal

This one-day, instructor-led workshop was designed to give new managers the knowledge and skill to conduct performance appraisals according to company’s procedures.

Software Training

This project included end-user documentation and training program design for a 2-day, classroom-based course on the use of new proprietary software for annuity sales personnel. It included the development of computer-based training exercises that simulated workplace challenges. Successful completion of these exercised served as a job qualification.

Series 6 and Series 63 Training

Needs Assessment

This needs analysis involved evaluation of the training needs for the Institutional Services Division of the company. This department developed a new software interface for existing systems. Training outcomes were then identified and resources evaluated for implementation and design recommendations as a master training plan.

X-Software Training Program Design

This training was designed to teach designated incumbent personnel and new hires how
to use software. This system enhancement that allows Education Coordinators and Account Managers to easily track education allocations and build statements for upcoming projects.

Proprietary Software Training

This project involved conducting a needs analysis, creating a design document, and developing end-user training for new proprietary software. The training audience of 2,500 employees included management and view-only, as well as full function end-users. Courses developed were for classroom-based and computer-based delivery.

Software Training

This project involved designing classroom and computer-based self-instructional training for newly developed proprietary software. In addition to the end-user software training, we developed training for new procedures for mailroom personnel required for the successful implementation of the new software.

Call Recording and Scoring Training

This project involved developing a Leader's Guide and Participant materials for classroom-based training on proprietary software designed to record, evaluate, track trends, and improve the overall quality of customer-associate interactions. Also included were computer-based training activities designed to increase proficiency in the workplace and eliminate errors in the system.

IT/IDP

This project included the development of a curriculum, a training plan, and an online system for creating individual development plans for the company's IT department.

Endevor

This project involved a facility-wide analysis of the training needs of 1500 employees of five different divisions who would be converting from Librarian software to Endevor software. This work required an evaluation of the training needs, facilities and
equipment audit, and a review of existing off-the-shelf training. The deliverables were a training plan and an implementation schedule.

IID

This project involved designing training materials for classroom instruction. The topics covered included understanding the stock market, asset allocation, and tax forms. This training was used to prepare customer service representatives to respond to questions from investors.

Needs Assessment

In this job we conducted a needs analysis for five divisions involved in computer system migration and developed a plan for implementing training company wide.

Needs Assessment

The objective of this project was to lead the needs assessment for new hire training for this banking division.  It included:  development of the needs assessment approach, the data collection protocol, data collation guides, analysis of the data, curriculum recommendations, and the structure of the strategic new hire training plan, including executive assimilation.

The Gold Edge Telemarketing Program

This program helped telemarketers increase the success rate in marketing a banking service for physicians.

Consumer Lender Training

This training program was aimed at reducing compliance errors through a comprehensive manual and lecture/demonstration that included all bank and government consumer lending regulations and forms.