Heather Russell
Kingsport
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
7
7
years of professional experience
Work History
Facilitation Competency Manager
Citi
Johnson City
04.2024 - Current
- Coached, mentored and trained team members in order to improve their job performance.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Planning, organizing and executing on site events for the Disability and Neurodiversity Affinity Network.
Offshore Learning Advisor
Citi
Johnson City
05.2020 - 04.2025
- Primary Point of Conduct for both Employee and Non-Employee Offshore Training personnel.
- Ensured 1200 Customer Agents successfully completed new system training as well as quarterly new release training for their primary customer service system.
- Monitored Compliance training completion for Offshore agents and conducted troubleshooting for access issues.
Business Trainer
Citi
Johnson City
11.2018 - 05.2020
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Monitored trainees' progress throughout their programs and provided support when needed.
- Implemented innovative approaches to ensure maximum engagement from trainees during sessions.
- Conducted assessments to identify areas of improvement in employee performance.
Education
Master of Arts - Organizational Management
Tusculum College
Greeneville05-2002
Bachelor of Science - Communications
University of Tennessee
Knoxville, TN 12-1993
Skills
- Engagement techniques
- Innovation management
- Networking strategies
- Brand management
- Cross-functional teamwork
- Clear communication
Timeline
Facilitation Competency Manager
Citi
04.2024 - Current
Offshore Learning Advisor
Citi
05.2020 - 04.2025
Business Trainer
Citi
11.2018 - 05.2020
Master of Arts - Organizational Management
Tusculum College
Bachelor of Science - Communications
University of Tennessee
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