1. Kristen C. Jarvis Work (616) 653-8305
240 Murray St. SE * Kentwood, MI49548 Home (616) 318-4774
EXPERIENCE
December 2007 – Present: Fifth Third Bank; Senior Learning Facilitator - Officer
 Deliver courses to maximize the learning experience by modeling effective facilitation
skills in ILT and vILT environments with group sizes between 3-40
 Class certifications include: Orientation, Banker training, Teller training, Lending,
Forum classes of Achieving Service Excellence and Consultative Selling Skills
 Master Learning Facilitator for the CSR New Hire Program. Participated in the design
and implementation of new course material including coaching facilitators for virtual
facilitation
 Led design and implementation of CSR Coach Assist e- mailbox with team of peers
 Deliver informal coaching of peers for facilitation and content improvement including the
on boarding of new facilitators
 Utiliz the ADDIE process for design creation of curriculum
December 2003 – December 2007: Fifth Third Bank; Trainer/ Bilingual Nest Supervisor
 Hired and handled HR issues for new hires for first 6-8 weeks of employment
 Analyzed and oversaw the training needs of new hires and advanced skills in the CCC
 Designed and wrote job description of new position for Nest Supervisor for the CCC
 Collaborated with management to deliver on expectations of new hire performance
 Coached supervisors on successful new hire on boarding practices
September 1999 – September 2003: Fifth Third Bank; Contact Center Supervisor - Manager
 Managed four supervisors and teams of representatives
 Coached for employee performance improvement and turnover reduction
 Addressed employee engagement and performance issues as required
 Used behavior based interviewing for both supervisory and service positions
EDUCATION
 Aquinas College – Grand Rapids, MI: MM with a concentration in Organizational Design
and Development – Graduated June 2014.
 Aquinas College – Grand Rapids, MI: B.A. in Business Administration with a minor in
Spanish. Graduated June 2000.
 Grace College – Winona Lake, IN: Studied generaleducation courses for a liberal arts
education. Attended August 1995 – May 1996.
QUALIFICATIONS
Achieving Service Excellence – Forum certified
Consultative Selling Skills – Forum certified
Service to Solutions – Forum certified