Douglas Bryant, Sr.

Experience

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  LoanCare, A ServiceLink Company

  Aug 2013 - Jun 2018

  The Performance Coach is responsible for the professional development of the customer service staff, assisting the training department in creating and delivering job specific, regulatory and developmental training to the Customer Service department. The CS Performance Coach collaboratively works with Customer Service Managers, Supervisors and the training department to develop and execute training programs that are in line with the overall corporate strategic goal.Coaches employees upon hire; provide guidance and assistance to existing employees as needed. Analyzes Customer Service training needs, to develop robust training programs.Develops, designs and delivers training on Customer Service specific materials for new hires and tenured associates.Develops teaching aids (manuals, procedures, written exercises and visual presentations to teach customer service representative’s essential functions of the job.Works proactively to determine opportunities for new training modules or to anticipate management’s training needs based on business objectives.Communicates with Customer Service Managers and Supervisors to understand concerns/issues related to staff and knowledge of the CS positions.Collaborates with LoanCare training department to promote and ensure consistency between the two departments (i.e. keeping training manuals updated).Assists in nesting and shadow new hire Customer Service representatives through training.Works collaboratively with management on process development and improvement.Prepares materials, logistics, and technology needs for on the job training, including assembly of position manuals, assisting with securing IT equipment and system access, etc.Facilitates call calibration and documentation training sessions.Ensures, with management, that all employees complete training for compliance within government standards. Show less Responsible for creating and delivering job specific, regulatory and developmental training to all employees within the company. Collaboratively works with other Operational Managers and Supervisors to develop and execute training programs that are in line with the overall corporate strategic goals. Facilitates New Hire Orientation to include department specific functions, MSP workstations, policies and procedures and position specific simulation activitiesDevelops, designs and delivers training for all employees, including the Mortgage Servicing Package (MSP) from Lender Processing Services (LPS). This system was also known throughout the industry as Fidelity, Alltel, and CPICoaches employees upon hire, providing guidance and assistance to existing employees as needed when questions or issues ariseCommunicates with managers in the various departments to understand concerns/issues related to staff knowledge of the positionAnalyzes departmental training needs to develop, modify, and improve existing training programsWorks collaboratively with management on process development and improvementUtilizes Instructional design of software training programs as well as facilitation to staff - via classroom and virtual settings (i.e., LiveMeeting, LMS) - within the designated departmentPrepares materials, logistics, and technology needs for classroom learning, including assembly of position manuals, making room reservations, securing IT equipment and system access, etcWorks proactively to determine opportunities for new training modules or to anticipate management’s training needs based on business objectivesEnsures that all employees complete training for compliance with government standards Show less

  • Customer Service Performance Coach

    Dec 2015 - Jun 2018

  • Training Specialist

    Aug 2013 - Dec 2015
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  LoanCare, A ServiceLink Company

  Jun 2018 - Nov 2023

  Corporate Trainer II

  The Learning & Development Facilitator II is responsible for developing and delivering job-specific, regulatory, and developmental training to all employees within the company. The Trainer should work collaboratively with Operational Managers and Supervisors to create and implement training programs that align with the overall corporate strategic goals.ESSENTIAL DUTIES AND RESPONSIBILITIES• Facilitate New Hire Orientation including department-specific functions, MSP workstations, policies and procedures, and position-specific simulation activities.• Use a variety of instructional methods to ensure effective delivery. Evaluate course materials based on participant performance and consult with the instructional designer for necessary updates.• Manage class participants, monitor classroom performance, and provide timely feedback to participants and direct managers when necessary.• Assess participant performance through quizzes and tests. Provide recommendations based on the evaluation of employee performance.• Analyze departmental training needs to develop, modify, and improve existing training programs.• Develop, design, and deliver training for all employees, covering department-specific functions and the Mortgage Servicing Package (MSP) from Black Knight Financial Services (BKFS).• Communicate with departmental managers to understand new processes, concerns, or issues related to staff knowledge.• Facilitate training programs in classroom and virtual settings (e.g., WebEx, Lync/Skype) as applicable.• Coordinate preparation of materials, logistics, and technology needs for classroom learning, including assembly of position manuals, making room reservations, securing IT equipment, and system access.• Ensure that all employees complete training to comply with government standards.• Perform other duties as assigned. Show less

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  A Touch Of Clarity, Corp

  Dec 2023 - now

  Director

  "Our Vision is to build, bridge and advocate for community wholeness using the "Ripple Effect" of awareness. Our approach is to conduct seminars and workshops for our Communities, Churches, Corporate & Businesses on the following: Colon Cancer, Spiritual Gifts, Personality assessments & Grief".