Susan Thomas, CAMS

Experience

• 

  Verizon

  Jun 2000 - Jul 2010

  Sole administrator for Learning Management System (LMS) with over 3,000 users. Authored, designed and delivered product, systems and sales skills training for 900 Inside/Outside Account Managers/Executives, 40 managers and 4 Directors located throughout the country. -Managed vendor relationship and costs associated with LMS. Maintained user licenses, work group hierarchies, built courses (inclusive of recorded, Interactive Distance Learning and Instructor Lead Training). Issued completion certificates and generated learner reports. Troubleshot and resolved user access issues.-Facilitated face to face and distance learning for new hire and residual training. Achieved an average of 4.3 (out of 5) on level 1 survey results.-Interfaced with leaders of the sales organization to determine training needs. Coordinated and communicated training schedule and tracked course completions for sales force.-Developed 5 day, self-paced e-learning curriculum used by new hire Account Managers/Executives.-Designed, developed and recorded in Adobe Captivate 9 courses. Score of 80% or greater was achieved by all assessment takers after reviewing the courses. Show less Supported 160 Account Managers/Executives and acted as first line of support. Subject matter expert on products, promotions and systems used by the sales force. Attended train the trainer sessions and delivered information/training to sales. Approved and coordinated systems access. Troubleshot and resolved log on issues. Assisted in downloading new software. Partnered with Product Line Management and Marketing and communicated training and future initiatives to the sales force. Coordinated training dates/times for 8 locations. Partnered with Workforce Development to draft new hire training windowpane for sales titles in the Mid Atlantic region. Developed the "Verizonized" training database that housed training materials and job aids that were utilized by new hires. Maintained the database and updated materials. Show less Ensured 75 consultants in Richmond Inbound Call Center were trained on new products and promotions. Recognized by upper management, co-workers and customers for superior customer service and expert management of documentation. Highly organized and detail oriented while focused on sales and profit objectives. Problem solver. Excellent communication skills. Highly proficient with MS Office. Distributed weekly bulletins and service alerts to representatives and became subject matter expert for all products the company offered to small business customers. Monitored incoming calls received by consultants to ensure procedures and practices set forth by the organization were consistently followed. Provided coaching/feedback on every call observed. Developed and communicated bridging and selling job aids. Vacation administrator for office. Enforced company code of conduct policies and absence control plan. Approved and coordinated systems access. Troubleshot and resolved log on issues. Assisted users in clearing errors on orders. Show less Supervised 18 consultants in the Richmond Inbound Demand Center. Coached and developed consultants to ensure quality service was provided on every customer contact. Improved team attendance by 2.4% and schedule adherence by 6.4 %. Wrote and covered mid and end of year appraisals. Resolved customer escalations. Successfully achieved sales objective for 12 consecutive months during 2002 and 2003. Managed scheduling, handled FMLA and attendance issues for 18 associates and represented management as a first level manager in disciplinary hearings with local unions. Acted as center manager and managed various work groups simultaneously. Resolved personnel and customer service issues. Handled disciplinary actions and discussions. Partnered with Workforce Development to develop initial training for the Inbound Call Center. Assisted Workforce Development with the testing of 20 students in initial training and provided coaching/feedback. Show less

  • Specialist- Sales Support

    Feb 2009 - Jul 2010

  • Specialist, Workforce Performance

    Apr 2004 - Feb 2009

  • Quality Training Specialist, Sales Support

    Apr 2003 - Apr 2004

  • Team Leader

    Jun 2000 - Apr 2003
• 

  Capital One

  Jul 2010 - now

  Responsible for prioritizing and organizing workload for Specialists to ensure critical tasks are completed on time. Act as a single point of contact for external and internal partners- handle escalations and inquiries. Escalate issues to Business Risk Office and Anti-Money Laundering teams. Oversee and identify trends for QA findings- coach Specialists as needed. Develop guidelines detailing operation usage for all Specialists. Identify and implement process improvements• Lead Daily Huddle calls with Specialist team – review daily numbers, re- allocate work as necessary, answer questions and escalate unresolved issues • Single point of contact for front line associates to address questions and escalations • Mentor teammates as needed and provide constructive feedback in an honest and open manner • Responsible for tracking and making updates to Specialist job aid • Created training plan and agenda for Specialist new hires and facilitated training for one new hire • Partnered with the Deloitte team to walk through they KYC process from a Specialist perspective. Provided screenshots from Salesforce, Lexis Nexis and Bridger. Review and provide feedback on training material that was created. • Partner with Process Transformation team to create Edit Guidelines for Salesforce Relationship fields to reduce backlog of errors• Assisted with UAT Testing of Salesforce from a frontline perspective • Set up bi-weekly sessions for the Richmond Specialists to review topics and share learnings to drive consistency on reviewing cases and improve quality • Trouble shoot and resolve Salesforce errors for Specialists and the frontline, escalate as necessary• Single Point of Contact with BRO and AML operations- escalate questions and issues as needed Show less Responsible for ensuring that the Commercial Bank meets Anti-Money Laundering (AML) rules as dictated by regulations. Apply AML and KYC regulations, standards and compliance requirements to new and existing clients. Analyze and interpret documents based on corporate/legal formation documentation and structures to extract relevant customer information. Research and consult with compliance and bankers, escalate, address unresolved issues and manage information in the system of record. Approach problems logically and with good judgment to ensure the appropriate outcome and make appropriate decisions on behalf of regulations and the customer. Effectively prioritize work to ensure efficiency and conducts research as needed. Show less Partner with Retail Bank Operations LOB Leaders to determine training and performance management needs. Conduct needs analysis; develop learning agendas and prioritize learning tasks. Influence and drive learning recommendations. Manage course quality and provide facilitation support and guidance. Collaborate with subject matter experts to understand and document key processes and make on-going improvements.•Collaborate with LOB to create specific learning agendaso Partner with 2 Directors and supported 4 lines of business ~450 associateso Establish learning objectives for 8 departments and coordinated 70 training events in 2014o Identify performance gaps and recommend appropriate learning solutions resulting in improved engagement scores and lower error rates•Create Quarterly training proposals for all associate levels and communicate training updates to leadership team during monthly MBR’s. • Manage 2 Principal Coordinators •Acted as a mentor for an individual selected to participate in the Partnership for the Future project in 2014 Show less Partnered with Deposit Operations LOB leaders to determine training needs. Conducted needs analysis; developed learning agendas and prioritized learning tasks. Authored, designed and delivered systems and job function training for ~200 associates across 7 departments.Documented and delivered training on ~80 processes and tasks. Developed New Hire Certification Program for 15 job functions.•Identified performance gaps and recommended appropriate learning solutions•Determined system access needs and submitted over 300 system access forms. Documented and streamlined the system access process •Documented processes prior to 3 site closures and cross trained the Deposit Operations- Richmond team on how to perform the tasks Show less

  • Risk Manager

    Feb 2023 - now

  • Risk Specialist

    Oct 2017 - Feb 2023

  • KYC Workflow Coordinator- Commercial Operations

    May 2017 - Oct 2017

  • AML/KYC Fulfillment Specialist

    Nov 2016 - May 2017

  • Learning Consultant

    Jul 2010 - Nov 2016

  • Trainer, Bank Deposit Operations

    Jul 2010 - Jan 2012