Cynthia Gibbs is a Learning and Development professional with over 20 years of experience in various industries including auto finance, mortgage, mutual funds, telecommunications, and apparel. She has expertise in areas such as training, quality assurance, project management, and regulatory compliance. Gibbs' career history includes positions as a Training Manager, Educator, and AVP of Quality Assurance and Training. She has established training departments, facilitated leadership programs, and led projects supporting business conversions and new product rollouts.

1. CYNTHIA M. GIBBS
1325 Wildflower Lane  Flower Mound, TX 75028  (214) 681-5811  cynthiamgibbs@gmail.com
I am a Learning and Development professional with over twenty years of experience in various areas including auto
finance, mortgage, mutual funds, telecommunications, and apparel. I am also knowledgeable and experienced in the
areas of Customer Service, Quality Assurance, Originations, Bankruptcy, Foreclosure, and Collections. Some of my
main areas of expertise and skills are listed below:
SKILLS AND EXPERTISE
 Training/Facilitation
 Instructional Design
 Quality Assurance
 Operational Readiness
 Consulting
 Leadership
Development
 Process and Policy
Documentation
 Project Management
 Curriculum
Development
 Regulatory
Compliance
 Employee
Development
 Focus Groups
 Time Management
 Conflict Management
 Talent Management
 Change Management
 Task Analysis
 Measurement &
Evaluation
CAREER TIMELINE
Employer Location Dates
Exeter Finance Training Manager Irving, TX 08/2015 – 9/2016
Lewisville ISD Educator Lewisville, TX 8/2013 – 6/2015
JPMorgan Chase AVP of Quality Assurance Irving, TX 2/2011 – 4/2012
Securus Technologies AVP - Training and Quality
Manager
Carrollton, TX 08/2009 – 2/2011
HSBC Auto Finance AVP of Learning and
Development
Lewisville, TX 01/2001 – 06/2009
WORK EXPERIENCE HIGHLIGHTS AND ACCOMPLISHMENTS
 Established and managed departments of training and quality assurance professionals that developed and
implemented new hire workshops, ongoing job function training, quality audits, and surveys.
 Facilitated leadership training to all levels of management on feedback, coaching, time management, conflict
management, and communications.
 Training Project Leader and Facilitator for 3 global outsourcing implementations to India, Malaysia, and the
Philippines for 300+ employees.

2. CYNTHIA M. GIBBS Phone: (214) 681-5811  Page 2
 Developed and implemented 26 new audits; along with expectations, processes, and procedures; to support 4
business partners with 150+ employees within 10 months.
 Created, developed, and implemented process and policy documentation for the operations center.
 Consulted with senior leadership to establish training needs for career progression to develop formalized career
paths and capability frameworks.
 Managed the Customer Satisfaction Survey Program across the nation to achieve an overall rating of 4.6 out 5
by following up on results to increase customer loyalty.
 Managed the operational readiness process for new products, features, and implementations.
 Implemented two employee developmental programs that led to the promotions of 11 employees.
 Successfully launched and implemented the rollout of Professional Auto Collections Training and the Center for
Business Solutions Call Model Certification Process across 5 sites, including 3 global centers.
 Developed a Coaching Skills Effectiveness Program that led to the enhancement of coaching skills and a
higher quality rating for collections counselors.
 Led the project team that developed training to reduce Proof of Income error rates by 5% within 30 days of
training.
 Led the training project team to support the successful conversion of Portfolio Management systems for a staff
of over 1,000 employees.
 Utilized Measurement & Evaluation tools for training programs to analyze results and recommend changes to
existing curriculum and to implement on the job coaching programs.
 Developed and implemented finance regulatory compliance training to minimize areas of high exposure to the
organization.
 Provided one-on-one coaching and mentoring to high potential employees in the organization.
PROFESSIONAL TRAINING CERTIFICATIONS
 Franklin Covey: Focus: Achieving Your Highest Priorities
 Franklin Covey: 7 Habits for Highly Effective People
 Achieve Global: Achieving Customer Excellence
 Achieve Global: Leadership for Results
 Impact TDF - Behavioral Perception Workshop
PROFESSIONAL TRAINING WORKSHOPS ATTENDED
 Franklin Covey: Project Management
 Covey Link: Speed of Trust
 Jack Phillips Return on Investment Workshop
 Dale Carnegie: Leadership Training for Managers
 Langevin: Instructional Design for Trainers
 Langevin: Consulting Skills for Trainers
 Center for Accelerated Learning: Accelerated Learning Workshop

3. CYNTHIA M. GIBBS Phone: (214) 681-5811  Page 3
 Partners in Leadership: The Oz Principle
 DDI Leadership Series
 Building Business Acumen
EDUCATION
Texas Woman’s University – Denton, TX Master of Arts in Teaching (2013)
San Francisco State University – San Francisco, CA Bachelor of Arts in Broadcast Communications (1994)
Solano Community College – Suisun City, CA Associate of Arts in Telecommunications (1991)