Experience

Green Dot Corporation

• United States
• Financial Services
• 700 & Above Employee

• Director of Partner Success

  • Aug 2021 - Present

• Manager, Customer Experience and Support

  • Apr 2019 - Aug 2021

  • Manage Banking-as-a-Service (BaaS) partner implementation for Customer Support• Coordinate with cross functional teams to ensure launch readiness• Manage daily performance with vendor sites after launch• Strategize with business stakeholders on customer experience improvement • Present to prospective partners on Green Dot Product Support

• Curriculum Development Specialist

  • Oct 2015 - Apr 2019

  • "Above and Beyond the Dot" Award Recipient- 2017 • Mid Year Team Top Performer - 2016• Manage the strategy and enhancement of the overall training curriculum• Ensure the highest level of stakeholder confidence related to timelines and expectations for new product training materials• Consistently identify opportunities to gain scale while maintaining program quality and success • Edit for clarity, consistency, and formatting• Consult on the capabilities of our LMS, Quality Management System, and other platforms during course development process• Collaborate with marketing, product owners, and other stakeholders to design curriculum for new products and services• Travelled and trained a new on-shore vendor to prepare agents for Customer Support, Email Support, and Social Media Support - Aug/Sept 2016 Show less

• Training and Content Specialist

  • Feb 2015 - Sep 2015

  • Conducted new hire and skill enhancement training programs that include product, systems, compliance, and customer service skills for customer support specialists• Conducted virtual product training sessions for our training, quality, and operations teams• Designed and developed training materials including proof reading, testing of processes, research, screen capture/recording, and writing instructions• Assisted with continuous improvement of the training function by recommending process improvements, curriculum enhancements, and new procedures• Built mutually beneficial relationships with internal partners including floor Supervisors, Managers, Team Leaders, Product Developers, Marketing, and other department manager to improve products and the customer experience • Assisted in maintaining processes and procedures and making changes to training materials and online manual(s).• Created and entered LMS assignments and advocated for the continued adoption of the LMS Show less



Working Solutions

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Agent Development Specialist

  • Oct 2011 - Jul 2014

  *Researched and participated in train-the-trainer sessions to understand the client's business and project requirements. *Reviewed project documentation and created virtual preparation material based on Adult Learning Principles *Strategized and collaborated with Quality, Operations, and Management to define quality standards and to develop on-going learning initiatives *Maintained and updated training content to drive key business metrics including NPS, FCR, conversion %, and to reduce employee attrition *Trained At-Home agents in the fields of customer service, sales, marketing, and research *Delivered both virtual and live presentations on virtual training techniques *Initiated new processes and tools for training efficiencies Show less



Rutherford County Schools

• United States
• Primary and Secondary Education
• 700 & Above Employee

• Elementary Teacher

  • May 2008 - Jul 2011

  *Became a certified Thinking Maps and Write From the Beginning Trainer *Demonstrated successful instruction and learning by students *Communicated with excellence to parents, students, administrators, and respected others *Served on the Math Curriculum Adoption Committee *Actively volunteered for the PTO to raise money for the school *Became a certified Thinking Maps and Write From the Beginning Trainer *Demonstrated successful instruction and learning by students *Communicated with excellence to parents, students, administrators, and respected others *Served on the Math Curriculum Adoption Committee *Actively volunteered for the PTO to raise money for the school



Murfreesboro City Schools

• United States
• Primary and Secondary Education
• 400 - 500 Employee

• Elementary Teacher

  • Jul 2006 - May 2008

  -Implemented proven learning strategies including Writer's Workshop, Reader's Workshop, and Responsive Classroom Techniques to teach literacy skills to students in kindergarten and first grade -Collaborated and partnered with parents to optimize learning for their student -Created relevant, real-world experiences to teach concepts while integrating the learning objectives and standards. -Served on the School Health Committee -Actively volunteered for the PTO to raise money for the school Show less