KELLY BAYDA PRESUTTO

• Enhanced customer satisfaction by delivering high-quality training on Finastra products and services, consistently receiving positive feedback and building strong client relationships.
• Led comprehensive on-site and web-based training sessions for external clients, significantly increasing product knowledge and user competence while ensuring compliance with industry standards and best practices.
• Monitored and evaluated learning activities, leading to a notable improvement in post-training assessment scores and increased user engagement.
• Recommended strategic improvements to products and services, contributing to increased revenue and operational efficiency while continuously expanding job-related knowledge through industry research and internal training.
• Efficiently managed travel schedules and administrative tasks, ensuring all training and expense reports were submitted on time and fully complied with internal policies.
• Acted as a trusted advisor and coach, providing valuable insights and support to direct managers, demonstrated by quickly mastering new technical systems and conducting 'train-the-trainer' sessions to facilitate the swift adoption of technology.

Key Achievements:

• Verified and maintained training databases, ensuring accuracy and seamless transitions during Fusion Phoenix Conversions/Migrations.
• Developed and updated online self-paced sessions and written guides.

• Led a team of employees through significant turnover, consistently delivering exceptional customer experiences and maintaining high service standards.
• Achieved above-target customer satisfaction survey results, demonstrating a solid commitment to customer service and client relationships.
• Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
• Successfully onboarded an entirely new team during a three-year tenure, ensuring smooth transitions and quick adaptation to the Bank's culture and processes.
• Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.

Key Achievements:

• Implemented the Bank’s performance management system, setting clear objectives, monitoring performance through Individual Scorecards, and providing regular feedback.
• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Built and maintained a strong community network, increasing TD Canada Trust's visibility and securing valuable referral sources, which resulted in new business growth.

• Managed the registration and scheduling process for in-school and after-school programs, ensuring smooth coordination and communication between teachers and volunteers, resulting in high stakeholder satisfaction.
• Coordinated summer camp delivery, including scheduling, facilitation, and student recruitment, achieving complete enrollment and enhancing participant satisfaction.
• Established and monitored program delivery goals, budgets, and reporting, ensuring programs were delivered within budget and met quality expectations.
• Forecasted and planned program material requirements, optimizing resource allocation and effectively managing material costs.
• Organized and coordinated in-school programs across multiple regions, such as Chatham-Kent, Windsor-Essex, and Sarnia-Lambton, reaching a diverse student base.
• Developed and maintained strong relationships with schools, educators, and volunteers, promoting collaboration and maintaining a positive community presence for JA.

Key Achievements:

• Recruited, trained, and supported volunteers, fostering a strong volunteer network and enhancing retention through recognition activities.
• Managed and supervised administrative and daily program operations, complying with policies and regulations.
• Established strong relationships with key stakeholders, ensuring support for program initiatives.

• Led the training department within a digital marketing company’s contact centre, ensuring all employees were fully prepared to handle customer service calls across diverse industries, including telecommunications, manufacturing, retail, and food and beverage sectors.
• Developed and delivered standardized, role-specific intake training programs using various learning media, such as virtual classrooms and face-to-face sessions, targeting new employees and those needing foundational skill enhancement.
• Collaborated with the Operations Team to assess the effectiveness of training programs, offering actionable feedback and recommendations to refine content and align with business objectives.
• Provided mentorship and guidance to direct reports on effective facilitation and delivery techniques, fostering learner participation and engagement.
• Stayed updated on advancements in training programs and applications, enhancing self-guided learning opportunities and minimizing time away from the production floor.

Key Achievements:

• Designed and implemented a Leadership Development Program for all levels within the organization, delivering impactful training to Team Leaders and facilitating a fully online technical training program in Juarez, Mexico.
• Maintained and delivered onboarding training programs, including successfully onboarding45 new hires, achieving exceptional feedback in learner surveys and maintaining high engagement and comprehension through to final assessments.
• Built a professional network within the industry to remain informed about current trends and innovations in general manager training, adapting the program accordingly for continued success.
• Provided ongoing training and support to staff members, ensuring that they were well-versed in best practices for providing quality customer service.
• Developed comprehensive training programs for staff members, equipping them with the necessary skills to excel in the role.

• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Maintained friendly and professional customer interactions.
• Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
• Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
• Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
• Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
• Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.

• Identified areas in need of improvement and implemented solutions.
• Collected data on program efficacy through data analysis and implemented solutions for improvement.