UMB Bank

Retirement Plan Services Education Consultant

Jazzercise, Inc.

Franchise Owner

Instructor

HTLF

Partner with business leaders across 11 member banks to identify training needs and develop customized training solutions using blended learning approaches incorporating web based, classroom, social, self-paced, mentor, on the job methods.

Instructional Designer

St. Peter Lutheran Church

Partner with congregation leaders. lead weekly practices, and direct performances.

Vocal Music Director

Prudential Financial

Partnered with subjective matter experts across U.S. Business units including Annuities, Group Insurance, Individual Life Insurance, Investment Management, and Retirement to produce training for new products, procedures, and systems. Created and modernized new hire training curriculums incorporating business knowledge, customer service skills, and licensing preparation.  Facilitated business writing skills courses for all client facing and operations associates as well as effective presentations skills courses for all client facing associates.
• Redesigned call center curriculum condensing training time by 2 weeks, reducing initial average handle time by 49 seconds, improving quality scores by 7%, and improving licensing pass rates by 10%.
• Built interactive web based module for nearly 1,000 learners across all Financial Services call centers receiving 100% satisfaction survey results.
• Designed and executed training plan to launch call centers in Ireland and Philippines.
• Created and managed business writing and presentation skills coaching programs.
• Developed tiered level call center curriculum (Level 1, Level 2, Level 3) allowing representatives to take calls sooner and providing leadership the ability to provide career pathing opportunities.

Monitored calls for content accuracy, adherence to regulatory requirements, and customer service delivery. Provided representatives feedback and skill development coaching.  

• Provided monthly coaching sessions to 35 representatives focusing on skills necessary to achieve consecutive DALBAR Customer Service awards. 
• Conducted quarterly new hire training classes of 15-20 associates supporting the call center’s ability to meet contracted monthly, quarterly, and annual service levels.

Call Coach

Provided participants information regarding defined contribution (401k, 403b, 457, Taft Hartley), defined benefit (traditional and cash balance), and non-qualified plans.

• Acquired Series 6 and 63 securities registrations.
• Consistently exceeded call quality and handle time metric requirements.

Customer Service Representative

I am an accomplished learning professional with expertise in designing web based, instructor led, virtual, self paced, and blended learning solutions for financial services. I am passionate about finding fun and engaging ways to deliver information. I am recognized for my creative solutions, agile and proactive approach, and adaptability to meet changing needs and deadlines. 

I have extensive knowledge of ADDIE and 70/20/10 learning models. I am also proficient with Storyline, Captivate, Adobe Presenter, and Audacity.

I am also the proud franchise owner and a certified instructor of Jazzercise Dubuque. I love helping people discover the drive and strength they have within. My favorite motivating statement is, "You can do anything for one minute!"

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