Alicia Smith

Experience

• 

  Eastern Financial Federal CU

  Nov 1998 - Jul 2005

  Trainer, Supervisor, Customer Service

  • Oversee a team of 6 – 9 agents on daily basis for guidance, coaching, overrides, releasing check holds, signing off on wires, monitor phone calls, investigate problems related to accounts and correct discrepancies. Take escalated phone calls. • Provide organizational leadership to plan and implement strategic training and development opportunities for the organization with product information and technical skills. • Evaluate organizational training requirements and work with subject matter experts and senior leadership to design solutions optimizing onboarding, employee performance, and quality management, in which successfully improved productivity and understanding. • Construct training manuals, facilitator guides, participants workbook for training on Home Banking, Certificate of Deposits, and IRA’s. • Assist with calls to reduce call volume by servicing the members’ needs with checking and savings accounts, home banking, IRA’s, Certificate of Deposits, and opening accounts. • Balance ATM machines. Show less

• 

  Broward County Public Schools

  Dec 2005 - now

  Educator

  • Develops learning outcomes, lesson plans, assessment methods to convey key course material while fostering a well round, engaging experience.• Uses data from formative (qualitative) and summative (quantitative) assessments to make well informed decisions and designs instruction catered to the needs of the learner.• Facilitates in person and virtual instructor led training to grade level participants on learning management systems, emerging technologies, and learner engagement strategies.• Evaluates and composes annual learning goals and objectives, targeted interventions, developed accommodations and modifications to enhance learner experience. • Designs and implements curriculum for multiple classes for varied levels and learning needs. • Leads a team of five with collaborative development, coaching, conducted meetings and daily operations. • Collaborates with support staff for the needs of learners’ Individual Education Plan (IEP) implementation and to monitor the learner’s achievement. Adapts instructional material to meet varied needs. • Collaborates with instructional colleagues to align standards, execute a plan, and assess curriculum to increase learner proficiency on assessments. • Manages individual education learning plans for learners with diverse learning styles. Collaborates with support staff for the needs of learners’ Individual Education Plan (IEP) implementation and to monitor the learner’s achievement. Adapts instructional materials to meet varied needs.• Educates thousands of learners in Elementary and Middle School over a span of 18 years, successfully developing Literacy, Mathematical, and Science skills. Show less