Jonathan Pannia

Experience

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  Cox Communications

  Sept 2006 - Sept 2013

  Assisted in the learning and development of newly hired employees; Cox’s products, systems and troubleshooting methodsProvided project management for: needs assessment, implementation, delivery and tracking of training projects, and making enhancements to curriculumCoached and developed agents to improve their overall performance in providing a great customer experienceDesigned curriculum, test, and job aids that promoted a better learning experience for generational learners, while assisting in the development of virtual platforms for learnersFunctioned as core instructor in new hire classes that used and applied instructional principles, theories, concepts, and techniques when delivering instructional activities and projectsExercised judgment in making classroom decisions by adapting to varying classroom environments; cultural differences and learning styles Shadowed new hires during nesting to answer any technical or operational questions Contributed to the development of training materials for local content Partnered with the appropriate departments to coordinate training activities such as 1-on-1 coachingProduced and distributed course catalogs, processes registrations, and answered routine inquiries regarding courses and schedules Prepared the appropriate forms, correspondence, memorandum, reports and records regarding course attendance, and feedback on programsInitiated and wrote communications to course participants, facilitators, and leaders including confirmations, cancellations, and pre-work assignments Show less Achieved quality customer service by communicating efficiently with each customerTroubleshot customer equipment/problems and conveyed options to correct issuesProvided timely and educated responses to the customersProvided quality service and one time resolutionSetup new services, up sale, or transfer customer’s accountsExplained customer’s bill in full detail while providing options to better optimize their service. Floor Walker that assisted peers in escalation matters and unusual circumstancesAssisted in IT and Ops playbook & Employment in various projects and testCoached and built knowledge and skills of team members Assisted customer service representatives with complex customer service issuesHandled escalated and unresolved agent callsDeveloped and monitor the representative’s application of customer service policies and proceduresSent out weekly summary and communication of reports Show less

  • Training Assistant

    Jan 2013 - Sept 2013

  • Techinical Support Representative

    Sept 2006 - Jan 2013
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  La Capitol FCU

  Jan 2014 - Apr 2023

  E-Commerce Processor / Social Media Administrator/Trainer

  Troubleshoot all online banking featuresRepresent as lead eCommerce representative in various credit union projects, programs, and initiativesSocial Media AdministratorAssist in Online Home Banking Procedure creations for auditManage Bill Pay, DocuSign, and Mobile Deposit interface and systemsAdminister functionality rights in Q2 banking program for employees and membersAssist in creation of eCommerce department disaster recovery guidelinesManage RFA Security for external transactions and wiresVerify and assist Fraud/Audit department in suspicious member activity Run and analyze reportsTravel to train branch staff on new program usage and procedures Create Power Point demonstrations used to train at annual training day sessionAnswer member inquires over Q2 and secure mail platform and assist members in live chatCreate and run campaigns to increase Online Home Banking enrollmentExtensive pre-launch testing of various online features Show less

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  Campus Federal

  Apr 2018 - now

  Project Manager

  Innovate procedures and documentation while implementing new projects and products to continually move the company on a profitable course. Support numerous facets of an interdependent and productive Digital Delivery department. Sustain online banking functionality for a diverse member base in a competitive market.