Myrene Gomez

Learning and Development / Human Resources
PHONE:
818.533.8869

Summary

Human resources executive and effective business partner with successful history of building top-performing, human resources, training and compliance teams that increase employee engagement, improve team efficiency and inspire top performance.

Personal traits consistently applied to achieve performance objectives include:

  • Committed to maximizing human resources effectiveness
  • Passion for training and organizational development
  • Value for others when achieving objectives
  • Analysis of situations
  • Ability to move from strategic to tactical
  • Quality in all efforts
  • Collaborate with other leaders to meet key objectives
  • Inspire others to reach their highest potential

Experience

(A privately held, Rent-to-Own wheel and tire organization with 85 stores in 9 states and over 575 employees.)

Director,Training, HR & Compliance

  • Collaborate regularly with the President and Executive team to determine the company’s HR, Training and Compliance needs.
  • Manage 7 direct reports in HR, training and compliance departments to ensure strategic goals and initiatives are achieved.
  • Provide various HR, Training and Compliance reports including employee retention, core training completion, customer satisfaction, employee relations, worker’s compensation, unemployment, etc. which help the executive team determine areas for improvement and focus.
  • Developed and implemented new hire onboarding and training program which decreased turnover from 120% to 80% within 8 months.
  • Researched, negotiated licensing, and manage the Supervisor and HR Compliance Online training for all store and corporate managers and supervisors.
  • Set up and administer online recruiting tool (Smartrecruiter.com) for entire organization. Coach and train managers on effective recruiting, interviewing, and hiring candidates for each job title.
  • Created competencies for all store employee positions which were used to develop Interviewing Curriculum, Employee Development Plan Templates, Performance Review Templates, and Career Path Guides for operations job families.
  • Created an annual Employee Survey that helps determine specific improvement areas. Worked closely with other executives to make significant improvements to corporate communication, compensation as well as streamline operations processes, create employee development programs and enhance information systems.
  • Corporate communications officer responsible for all internal communications documents.
  • Manage and handled employee relations, worker’s compensation tracking and follow-up, benefits enrollment process, unemployment, change of status, leaves of absence reporting and follow-up, etc.

(Previously a regional community bank with over $6 billion is assets, over 850 employees, and 68 retail branches)

Vice President & Director, Corporate Training

  • Interfaced with all levels of management to determine long term training needs and goals. Designed and implemented 10 courses and programs to meet expected outcomes (i.e. sales, service, leadership, and systems).
  • Partnered with Human Resources and Executive Leaders to develop career paths for branch position levels. The guides were used by 600 branch employees to insure competency mastery required for each position.
  • Supported 3 subsidiary corporate Training Directors in the role of National Training Committee Co-Chairperson. As co-chair, helped to define and create project plans for national training annual goals and projects.
  • Project lead for the following national standardization projects: Training Policies and Procedures, Trainer Career Path and Development Plan, Training Course Catalog, and Training job descriptions.
  • Directed the roll out of numerous national training projects including Achieve Global Leadership training, retail products redesign, DEI Sales Prospect Management training, new computer systems, compliance topics, etc.
  • Provided ongoing coaching and follow-up on all leadership and management courses including DEI Sales training which resulted in a 20% increase in first appointments.
  • Partnered with IT for various projects including optimizing the training access database, redesigning the training intranet site, troubleshooting computer system roll-out, and updating training room computers.
  • Managed a team of four training professionals whose mission is to provide world class facilitation and development support. Team provided blended learning training via classroom, WebEx, eLearning, and self-directed.
  • Managed various vendor relationships including contracting with a new printer to save over 35% on training materials which resulted in approximately $25,000 savings over 3 years.

(One of the largest online personal insurance agencies in the United States with over 300,000 active policies for auto, life, fire and specialty casualty insurance; 500 employees, and 2 call centers.

Training Manager

  • Obtained California state insurance license in Property Casualty in order to determine course skill gaps. Developed support curriculum for new agents which improved state licensing passing rates from 25% to 85% within 2 months.
  • Created leadership development programs for sales managers and supervisors. Course curriculums included Dealing with Difficult Conversations, Anti-Harassment, Interviewing Skills, and Time Management.
  • Design, developed, and rolled-out sales courses which resulted in 15% sales increase per agent.
  • Managed a team of three trainers who facilitated in-house developed courses in new agent training, sales, leadership, customer service, and anti-harassment. Over 500 employees were successfully trained.

(Previously the 6th largest savings and loan in the US with over 60,000 employees and 2, 239 retail branches across the nation.)

Training Delivery Supervisor, Contact Center

  • Led a team of 6-8 trainers and 2-4 training interns who provided training to over 2000 employees.
  • Created the first and only trainer internship program for the bank. Developing 12 interns into successful trainers.
  • Facilitated and certified trainers in two facilitation mastery courses- Training with Confidence 1 & 2.
  • Partnered with the scheduling manager to determine the optimal number of classes for all call center projects. Participated in quality assurance calls of contact center agents weekly to analyze areas of improvement. Customer satisfaction increased from 83% to 88% and handle time improved by 10%.
  • Created and facilitated team building activities used to train over 150 managers in various corporate events and meetings.

(Previously the seventh largest mortgage originator in the US with 33 branches throughout Southern California and over 10,000 employees.)

National Sales Training Manager, Business to Business

  • Developed, updated, and created various technical training materials by working closely with Subject Matter Experts in the areas of Retail Lending, Secondary Marketing, Pricing, Funding, Human Resources, etc.
  • Trained and transitioned over 75 new hire Relationship Managers.
  • Successfully trained over 100 executives and managers in various leadership courses. Maintained a rating of 4.8 out of 5.
  • Partnered with technology group to create an online assessment tool used by remote participants to test knowledge and comprehension.
  • Maintained and developed training intranet page which provided various resources, links, and communications.
  • Managed a team of 1 trainer and 1 training coordinator.

(Previously the 6th largest savings and loan in the US with over 60,000 employees and 2, 239 retail branches across the nation.)

Training Delivery Specialist II, Corporate Training

  • Facilitated sales and service courses to over 3000 retail branch employees throughout southern California.
  • Created marketing emails to increase enrollments which ensured the highest attendance among all sales trainers.
  • Maintained the highest evaluation averages (4.85 out of 5) for any Corporate Trainer.
  • Followed-up and coached participants after class attendance to insure skills were transferred to the job.
  • Financial Service Representatives cross-sell ratio increased from 2.9 to 3.5 within a year based on sales training and coaching provided.
  • Developed referral course for contact center and facilitated a train-the-trainer for the call center training team.

(Non-profit organization with approximately 200 employees, over 250 species of animals, and tens of thousands of visitors annually.)

Manager & Training Director, Visitor Services

  • Managed the Cash Office team of three employees who were responsible for balancing all cashiers, making birthday party reservations, and providing various financial reports.
  • Developed and facilitated courses in cash handling, leadership, and customer service for over 150 employees.

(Previously a bank with 53 billion in assets, 370 branches in California and Texas, and 126 loan offices, and thousands of employees.)

Customer Service Manager III, Retail Banking

  • Managed an operations team of up to 20 employees (including tellers, branch support, and customer service supervisor). Responsible for all HR issues including hiring, counseling, and terminating employees.
  • Provided one-on-one training for new hire tellers for other regional branches.
  • Responsible for various financial reports including the branch budget and balancing general ledger accounts.

Education

Boston University School of Management
Bachelor of Science Degree in Business Administration- 1991
Concentration: Marketing and Organizational Behavior
Leadership Positions Held: Student Union President, Student Union Executive Vice- President, SMG Senator

PROFESSIONAL DEVELOPMENT

Achieve Global- Leadership Skills Certified Facilitator 2008
D.E.I. Sales Prospecting- Sales Management Skills Certified Facilitator 2008
National Training Seminar- Train-the-Trainer Certification 2008
Leadership Strategies- Advanced Facilitation Skills Course Certification 2007
Thiagi- Interactive Strategies Certification 2007
Leadership Strategies- 7 Separators of Great Facilitation Certification 2006
Workplace Connections- Managing Difficult Conversations Certified Facilitator 2003
Franklin Covey- What Matter’s Most Certified Facilitator 2002
Washington Mutual- Training with Confidence II Certified Master Facilitator 2001
Washington Mutual- Training with Confidence I Certified Master Facilitator 2001
Situational Leadership- Leadership Certified Facilitator 2001
Achieve Global- Leadership 2000 Certified Facilitator 2000
B.E.S.T. Instruments- Behavioral Profiling 1999
Franklin Covey- 7 Habits of Highly Effective People Certification 1996
San Francisco State- Training & Delivery Certification 1996

Computer Skills

  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Access
  • Microsoft Outlook
  • InfoMapping
  • Compliance Suite (TMS software)
  • Adobe Acrobat Professional
  • Metavante (i.e. Enterprise Contact Management, Teller Insight, Banker Insight)
  • SnagIt
  • NCompass Resolution

Testimonials

"Myrene is an amazing training manager. She understands the learning process and incorporates that into her programs. She is bright and able to learn new businesses, as evidenced by her ability to learn insurance principles. She has strong leadership qualities, maintains a positive attitude, is reliable and has excellent work ethics. I would highly recommend her to any organization that values the importance of training.

Elizabeth Beagle, SVP, Operations, Answer Financial Inc.
managed Myrene at Answer Financial

"Myrene is the most dedicated, passionate and innovative Training Director I have had the pleasure of working with. She takes the time to involve the proper parties and ensure her team creates a training program that is comprehensive and tailored to the audience. Myrene would be an asset to any business looking to enhance their training program."

Charles Taylor, Senior Vice President, BSA Officer, City National Bank
worked with Myrene at California National Bank

"Myrene is a foward-thinking, passionate training professional! She is an experienced training director capable of managing multiple priorities, leading department and company initiatives, and developing cutting-edge training programs. She is responsive to clients and colleagues, has a high level of integrity and would be an asset to any organization!"

Lisa Wright, Vice President/Director of Training, San Diego National Bank
worked with Myrene at California National Bank

"Myrene Gomez is an excellent trainer and leader. She is highly competent in her training curriculum development and her presentation skills of content training. Additionally I found her to be a results-oriented and strategic professional with excellent interpersonal skills. For example, we worked closely to figure out what were the contributing factors for growing our inside sales team while minimizing the failure rate of training for passing the examination for the license to sell within the State of CA. We collaborated tasks with the recruiting and new hire orientation, on-boarding and training processes. Our success rate for passing doubled and the number of products sold increased proportionately, while turnover declined. Effective feedback from Myrene and her team were critical factors in meeting our staffing objectives. Myrene would be an excellent addition to any company with the need for a hands-on training and development leader. I strongly recommend Myrene because she is great person to work with. She would be a valuable addition to any firm seeking an energetic, resourceful, problem solver and team player, who can collaborate with the functional leaders within a fast paced environment."

Charles Dichirico, Director, Human Resources, Answer Financial Inc
worked directly with Myrene at Answer Financial

"Myrene receives my highest recommendation possible as a training director and a manager. I had the privilege of working with Myrene for 4 years at California National Bank. Though I was an experienced trainer when we started to work together, Myrene helped me grow as a professional trainer. She is an expert in instructional design and taught me to better incorporate adult learning principles into my own training and also taught me the importance of training to the different learning styles in a participant-centered training environment. As a training director, she was brilliant in working with our internal clients in assessing their training needs and ensuring that the training was designed and delivered in a way that best met their needs and maximized their return on investment. As a manager, Myrene was always encouraging and I can honestly say she motivated me to be the best trainer, employee and team member I could be. But I think my favorite thing about Myrene's management style is she made work fun by creating an enjoyable work environment. Her skills, abilites, expertise and personality set her apart. I so appreciate the opportunity to extend my recommendation for her."

Duane Van Winkle, Sr. Retail Trainer, California National Bank
reported to Myrene at California National Bank

"As VP, Director of Training, at Cal National Bank, Myrene is a very knowledgeable and truly inspiring leader; she has led us in creating a training department that supports the full-spectrum of professional development issues for all of the bank’s employees. She is quick to respond to changes in training needs from our client groups and ensures that training programs are always in line with corporate strategic goals. Myrene is extremely well-versed in participant-centered learning techniques and stays up-to-date with emerging industry trends and concepts and ensures we utilize them to improve our training. She is not only a visionary leader, but also a very skilled facilitator and instructional designer."

"It has been a pleasure to work with Myrene over the last few years. She consistently has provided and encouraged opportunities to further develop my facilitation and instructional development skills, as well as expanding my leadership capabilities. I hope that we will work together for many years to come; even if we do not, I know we will remain friends. She has my full recommendation for any position she seeks."

Noreen McNew, AVP, Senior Trainer, Cal National Bank
reported to Myrene at California National Bank

"Myrene's love for training and development was evident when she managed our training team. Her love for her work co-existed with a love for her family and created a well balanced, warm, fruitful, fun, and professional atmosphere. Myrene instilled in her trainers that we were 'world class' trainers-making her penchant for professionalism apparent alongside her desire to see the light in others. Myrene was an awesome, dedicated manager who supported the growth and leadership development of her entire staff, while creating a powerful brand for the organization's training environment. Myrene was an asset to the company and its stakeholders alike."

Roslyn Lee, Sunday School Teacher - Ages 6mos & 5 yr old, Victory Bible Church
reported to Myrene at Washington Mutual