Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Websites
Timeline
Generic

JOHNECIA STEGALL

White House

Summary

Dynamic Training and Quality Specialist at UBS with a proven track record in developing impactful training programs and enhancing client service delivery. Experienced in project management and meticulous planning, aiming to deepen involvement in event coordination and oversight.

Overview

10
10
years of professional experience

Work History

Training and Quality Specialist

UBS
Nashville
11.2021 - Current
  • Led development and execution of training programs, ensuring alignment with CSEC Core and Specialized Services.
  • Managed logistics, communication, and facilitation for training sessions, gathering feedback to enhance CSEC Tools and procedures.
  • Oversaw implementation of CSEC career development initiatives, collaborating with key partners for continuous improvement.
  • Facilitated onboarding experience for new joiners, encompassing all program management responsibilities.
  • Acted as Deputy Co-Chair for Communication Committee Sub Streams for Client Services, driving effective collaboration.
  • Coordinated planning and reporting aspects of TA popup Trainings, enhancing client service delivery.
  • Executed monthly Client Services Top Tips publications, streamlining communication and knowledge sharing.

Banking and Online Services Team Lead

UBS
Nashville
06.2020 - 11.2021
  • Administered development of Client Service Representatives supporting Resource Management Accounts and Online Services.
  • Coached up to 12 representatives bi-monthly to enhance performance and professional growth.
  • Managed weekly communication of performance metrics and attendance to optimize scheduling.
  • Addressed escalated requests while providing technical support resources when necessary.
  • Monitored daily volume activity and service levels, implementing contingency plans for outages.
  • Reported team performance metrics regularly to upper management and stakeholders.
  • Collaborated with business partners to stay informed on updates and initiatives for RMA and OLS desks.
  • Reviewed processes, procedures, and statistical updates through continuous communication.

Quality Specialist

UBS
Nashville
07.2019 - 06.2020
  • Executed monthly quality assurance and risk management reviews for Client Service Representatives supporting Margin, Lending, and Payments.
  • Managed training content to ensure alignment with business objectives, operational standards, and industry regulations.
  • Facilitated initial and refresher training sessions for representatives to improve service delivery.
  • Tracked training progress and evaluated knowledge proficiency among staff members.
  • Informed all representatives about new updates and initiatives impacting Margin, Lending, and Payments operations.

Client Service Specialist

UBS
Nashville
02.2018 - 07.2019
  • Facilitated resource management for branch representatives and clients across various accounts.
  • Managed banking services including checking, direct deposits, and electronic funds transfers.
  • Oversaw debit and credit card functions to ensure smooth operation for users.
  • Executed annual fee billing and marketing relationship strategies for account optimization.
  • Coordinated sweeps on UBS accounts to enhance financial management.
  • Communicated effectively with clients and branches via phone and email.
  • Ensured coding of accounts for privacy compliance and security measures.

Front Desk Attendant and Host

Dave and Busters
Nashville
10.2015 - 06.2018
  • Delivered prompt and courteous service regarding weekly specials, power cards, gift cards, and bowling lanes.
  • Maximized dining room utilization to enhance access during lunch and dinner hours.
  • Conducted comprehensive training for new staff at front desk, bowling, and hosting positions concentrating on operational efficiency and service excellence.

Education

Bachelor of Science - Mathematical Sciences

Tennessee State University
Nashville, TN
12.2017

Skills

  • Training program development
  • Performance coaching
  • Client relationship management
  • Data analysis
  • Feedback collection
  • Project management
  • Planning and coordination

Accomplishments

LEAP Program, UBS class of 2021

Leadership development class to enhance leadership skills, networking and exposure skills, and project management.

Affiliations

  • Active member of New Life Church Old Hickory - Deaconess
  • Member of Employee Resource Group at UBS - MOSAIC

Timeline

Training and Quality Specialist

UBS
11.2021 - Current

Banking and Online Services Team Lead

UBS
06.2020 - 11.2021

Quality Specialist

UBS
07.2019 - 06.2020

Client Service Specialist

UBS
02.2018 - 07.2019

Front Desk Attendant and Host

Dave and Busters
10.2015 - 06.2018

Bachelor of Science - Mathematical Sciences

Tennessee State University

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JOHNECIA STEGALL