Grace Norton
Nashville,TN
Summary
Quick-thinking manager recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement.
Overview
5
5
years of professional experience
Work History
Training Manager
Ten Credit Union
10.2024 - Current
- Oversee training needs for all employees beyond member service scope.
- Lead the credit union’s trainer team and coach managers across departments in developing their training capabilities.
- Collaborate with other departments to align training programs with organizational goals and objectives.
- Organize and edit training manuals, multimedia visual aids, and other educational materials.
- Administrator for the learning manager system for all credit union employees.
- Reduced onboarding time for new hires bthrough the development of effective orientation modules.
Member Services Training Manager
Ten Credit Union
09.2023 - 10.2024
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Led a team of trainers, guiding them through skill development and empowering them to deliver exceptional training experiences.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
Trainer Supervisor
Ten Credit Union
01.2023 - 09.2023
- Educated staff on existing and new policies and procedures.
- Coordinated with HR to onboard new employees for comfortable transition into their new roles.
- Monitored and reported trainee progress, introducing new learning tools to address individual issues.
Lead Associate Operations
JP Morgan Chase Bank
03.2022 - 01.2023
- Facilitated staff training as assigned by corporate.
- Planned and executed full employee schedule to proved even branch staff coverage.
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Executed and maintained quality control processes to meet criteria and standards and increase customer satisfaction.
- Conducted regular cash audits to negate losses.
Risk Management Clerk
The Tennessee Credit Union
06.2021 - 04.2022
- Processing and investigating all debit card fraud and disputes.
- Conducted research and recovery on fraud cases.
- Processing and filing information for returned checks.
- Monitoring account change quality control and following up with staff to ensure standards are met.
- Monitoring suspicious account activity for BSA/AML reporting to FinCEN.
- Consulting members on the process when accounts are compromised to ensure satisfactory outcome.
Member Services Representative
The Tennessee Credit Union
08.2020 - 06.2021
- Cash Drawer Maintenance/Balancing
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
Education
High School Diploma -
Smithfield High School
Smithfield, VASkills
- Leadership
- Training and Development
- Priority Management
- Coaching and mentoring
- New hire on-boarding
- Learning management systems
Timeline
Training Manager
Ten Credit Union
10.2024 - Current
Member Services Training Manager
Ten Credit Union
09.2023 - 10.2024
Trainer Supervisor
Ten Credit Union
01.2023 - 09.2023
Lead Associate Operations
JP Morgan Chase Bank
03.2022 - 01.2023
Risk Management Clerk
The Tennessee Credit Union
06.2021 - 04.2022
Member Services Representative
The Tennessee Credit Union
08.2020 - 06.2021
High School Diploma -
Smithfield High School
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