Anne Duso, MSc

Experience

• 

  Telvista

  Aug 2009 - Jan 2011

  • Trained new agents to Budget Truck Customer Service • Certified new agents at the end of their course •Worked as a Team Lead with over 50 agents under my supervision• I coached my team to meet productivity numbers, deadlines, and policy standards - Customer Service Representative for Budget Cars - Exceeded monthly goals for sales and customer service ratings - Assisted Supervisor in QA

  • Training Supervisor

    Jan 2010 - Jan 2011

  • Contact Center Agent

    Aug 2009 - Dec 2009
• 

  Wells Fargo

  Oct 2012 - Jan 2014

  Senior Teller

  • Manage customer accounts and money with carefulness and respect• Meeting and exceeding quarterly goals based on sales revenue.

• 

  North Island Credit Union

  Feb 2014 - Oct 2016

  Member Service Representative

  - Helped members with their financial accounts providing high quality customer service - Referred new memberships to our Senior Sales team - Exceeding monthly sales goals

• 

  Mission Federal Credit Union

  Nov 2016 - Apr 2017

  Contact Center Team Lead

  • Took initiative to implement different learning styles to help employees increase their knowledge of the company's products and services• Successfully initiated one-on-one meetings with different coaching styles• Partnered with managers to hire highly skilled sales and service-oriented individuals

• 

  General Atomics

  May 2017 - Aug 2018

  Training And Development Intern

  • Produced, designed, and created training courses for 1500+ employees, using softwares such as Camtasia, Audacity and Windchill• Collaborated with senior managers, engineering, and other business executives to identify, design, develop and implement learning initiatives through training• Successfully created the GA-EMS Talks logo and executed this workshop Lunch and Learn series with a monthly attendance of more than 80 employees• Partnered with the Organizational Development Department to update and track training attendance in LMS company-wide. Show less

• 

  Helix Electric

  Aug 2019 - Aug 2020

  Learning and Development Coordinator

  • Oversaw and coordinated training schedule, evaluation surveys, and certifications for our 2500+ employees using the SCORM Cloud web application.• Created and successfully developed a company-wide e-learning Safety training Onboarding video using Articulate 360• Developed technical manuals and SOPs for training department processes• Initiated a monthly Training meeting with Regional Operation Managers and Directors in San Diego and Los Angeles for training needs analysis

• 

  MyPoint Credit Union

  Aug 2020 - Nov 2024

  • Partnered with executive management and board members to develop and implement change management strategies, leading training initiatives that aligned with organizational mission and values.• Designed and led the ‘MyInfluence’ leadership workshops for senior management and ‘MyPoint Talks,’ a virtual lunch-and-learn program focused on professional development.• Managed and facilitated the Emerging Leaders Program, covering topics like Employee Development, Effective Communication, and Change Management, supporting the growth of future leaders.• Redesigned and project-managed a comprehensive 5-week Small Business training course, includingassessments, a final exam, and case study, ensuring all content aligned key business initiatives.• Administrator of our LMS (BVS) systems platforms, performing reports and compliance training tracking.• Optimized the OD budget by identifying cost-savings opportunities without compromising quality.• Utilized learning analytics (LMS, SurveyMonkey and Google forms) and performance metrics to assessprogram effectiveness, reporting on KPIs, providing feedback for utmost talent optimization.• Conducted personalized coaching sessions for individuals and teams, integrating the Predictive Index.• Partnered with SMEs and Training Specialists to develop and update training material, incorporatingdiverse learning principles and models such as ADDIE, Kirkpatrick and 70-20-10.• In collaboration with HR, provided strategic support in recruitment, talent succession planning, andonboarding, driving a more effective hiring pipeline. Show less • Developed a career planning initiative through coaching using the GROW model • Partnered with managers and subject matter experts while leading an organization initiative to implement a new financial software process through e-learning and in-person facilitation• Evaluated and updated the onboarding process to meet current needs• Collaborated with Marketing to create an onboarding video for new hires to be used for our different social platforms • Conducted research and analysis to assess training needs based on job role • Partnered with MyPoint Credit Union executives for the adoption of change management initiatives associated with organizational transition activities for talent optimization• Developed training curriculums for operational roles using Microsoft and Camtasia software • Created road maps, training guides, and job aids for career growth within the operational departments Show less

  • Organizational Development Manager

    Jul 2022 - Nov 2024

  • Organizational Development & Training Specialist

    Aug 2020 - Jul 2022