Kevin D Remillard
“At the end of every transaction the customer should have a sense of added value.”
Phone: (515) 244-3448
Email: remillkd@hotmail.com
PROFILE by APPRAISAL COMMENTS
- Cross-Department Problem Solving: “Kevin’s strong knowledge of the overall business and
past work experiences makes him an excellent cross departmental trouble shooter. The
contacts that Kevin has established in various areas enhance his skills in this arena as well.”
- Customer Service: “Kevin is always looking for better ways to serve the customer rather than
just leave it to our various training groups. He has instilled a passion in his team for keeping
our training customers satisfied and continues to look for ways to improve.”
- Results Oriented: “Clearly communicates organizational goals to staff and involves them in
goal planning. Takes accountability for achieving required results. Kevin moves quickly to
create solutions and fix problems. This is his strongest suit.”
- Project Management: “I highly recommend Kevin and from personal experience I know that
he is highly skilled at analyzing organizational effectiveness. His assessment project has given
us the opportunity to realize innumerable efficiencies in our organization.”
- Customer Focus: “Kevin is knowing and caring about our customers and works as a team to
exceed their expectations. His commitment to our customers is exceptional.”
- Team Orientation: “Kevin builds high performing teams through effective communication,
recognizing and leveraging strengths of individual team members, contributing successes to
the entire team, and promoting organizational effectiveness through team efforts and
management collaboration.”
- Business Knowledge: “Kevin has a broad business background and considerable training and
development experience. This makes him a good solid resource for others throughout the
organization.”
- Technical Leadership: “Kevin is definitely a leader in this area. He is very technically astute
and strives to stay on top of new technical developments,”
2006-Today Contractor, Des Moines, IA
- Managed an system analysis instructional design project, authored
courseware, and advised client on training and technology issues for Wells
Fargo Home Mortgage
- System conversion consultant Wells Fargo Advisors SmartStation transition
- System conversion consultant Wells Fargo Home Mortgage for CORE
- Systems Analyst Wells Fargo Card Services for the Dillard’s acquisition
- Technical Writing for Consumer Lending at Wells Fargo
2002-2005 Senior Learning and Performance Solutions Site Manager, Citi Cards/Citigroup, West
Des Moines, IA
- Gathered and established training performance data for the call center,
published learning curves and performance control charts on the
department web site including upper and lower control limits and central
tendency statistics
- Established performance interventions and project discounted cash flow
measures to benchmark hurdle rates
- Taught staff to conduct systemic analysis and did so for three departments
with recommendations for performance improvement projects
- Managed the performance solutions, new hire, change and compliance
training team and taught them to re-engineer new hire instructional design
and facilitation methods, introduce elearning, a department web portal and
e-learning authoring skills
- Improved customer service phone productivity of new hires 24.2% and
collections new hires 18.7%
- Improved net sales results 176% during new hire training and exceeded floor
averages by 34.6%
- Created expense and revenue tracking tools to measure project ROI and
managed performance project interventions with positive NPV while
teaching staff to do same
- Developed and deployed tracked web based training modules to reduce
training time and improve retention
- Designed and deployed the sites learning portal
- New hire performance measures were in the distinguished category against
the training scorecard for customer service and collections new hire
productivity
- Taught the staff to gather and communicate training performance MIS for
the first time in the site’s 30 year history featuring Level I-IV, corrective
action and year-over-year gap analysis with learning curves
- Customer satisfaction ratings exceeded 91%, the highest in the Citi Cards
organization
- Assisted transaction services, fraud and collections with work environment
assessments and feedback to improve employee satisfaction
- Analyzed hiring, orientation, training, supervisory and management
processes to brand best practices
1995-2002 Functional Trainer, Performance Consultant, & Manager of Training Delivery
Systems, Norwest/Wells Fargo Card Services/Western Banking/Wells Fargo Services
Company, West Des Moines, San Antonio & San Francisco
- Managed trainers, instructional designers, technical writers, web authors,
web developers, help desk, IT personnel, and LAN administrators
- Improved CSR productivity from 15.6 calls per hour to 19.8 at Card Services
- Rewrote the curriculum, improved instructional design, authored web
based training, designed and deployed a training and performance support
web site at Card Services.
- Successfully wrote and implemented the training plan for the integration of
Wells Fargo’s Card Services customer service functions and systems during
the merger with Norwest
o Utilizing technology solutions reduced classroom-training time to
less than three days by distributing Just-In-Time skill modules over
the Intranet prior to classroom sessions
o Application simulation was proven to be the winner because it
allowed so many variations of the training to be customized,
modified and delivered quickly and easily
o Partnered with process analysts and application developers to
assure rapid user adoption and increase return on investment
- Hired by Wells Fargo Services Company in 2000 to reorganize training
delivery systems in support of banking, transaction services and IT training
- Re-staffed and reorganized training delivery systems department
supporting mainframe, web based, distance learning and classroom training
assets supporting enterprise elearning, banking, billing operations and IT
training
- Project manager for the redesign and redeployment of the Learning Portal
o Designed a Learning Management System within the portal at costs
75% less than other corporate implementations
- Upgraded server infrastructure and solved classroom, billing and scheduling
problems using remote servicing solutions for classrooms, integration of real
time PeopleSoft data into the portal’s database structure, on-line calendars
for resource scheduling and on-line surveys
- Deployed distance learning software enabling synchronous and
asynchronous training solutions
- Improved training delivery system’s customer service, while reducing costs,
by implementing a new call tree, voice mailboxes, service level agreements,
network monitoring and on-line help
- The department was recognized for service, project and management within
Wells Fargo’s employee recognition program.
- Taught trainers to author web based training for Western Banking
1986-1995 Self Employed, Marina del Rey, CA
- Consulted with CEOs, Executive Management, Division Directors, and
Functional Managers and Supervisory personnel improving performance
with training and consulting interventions.
- Productivity projects for Citigroup and MidAmerican Savings
- Delivered sales and management training to Medtronics, Australia New
Zealand Direct Lines, American Presidents Line, Epson and others
- Sold process improvement courseware to Allied Signal and Weber Aircraft
- Articles published in Bankers Weekly and Savings Institutions magazine in
conjunction with an OD/training consulting project
1983-1986 VP-Corporate Development & Director of Training, Hawkeye Banks, Des Moines, IA
- Responsible for developing the sales culture
- Wrote and delivered the sales training curriculum including basic and
advanced sales techniques, financial planning and product knowledge
- Company was in the top 2% of Other Income earned as rated by Sheznoff, a
bank performance-benchmarking firm
- Created the sales assessment school
- Developed “Hawkeye University” a curriculum for customer service, sales,
management and lending
- Co-facilitated commercial and agriculture lending training.
- Researched and purchased commercial lending loan analysis software and
training that was deployed to commercial lending departments
- Purchased and maintained the corporations training library resources
- Matrix manager of 34 training coordinators at our banking sites
- Facilitated strategic planning sessions using a strategic planning guide I
developed assisting the Executive Vice President of Banking Operations
during the company’s downsizing in 1986 after learning that my position
was to be eliminated in November of 1986
1979-1983 Consultant, Batten, Batten Hudson & Swab, Des Moines, IA
- Traveled 42 weeks a year delivering in-house and public seminars to Fortune
500 clients
- Delivered training in performance management, lawful employment,
communication and client custom designed courses.
- Sold and designed custom training courses
- Led the division in sales and was the highest rated facilitator on staff
- Keynote speaker Bergen County Prosecutors Annual Conference at Rutgers
University and Federal Home Loan Bank Annual Conference
EDUCATION
1967-1971 BA and Iowa Teaching Certificate, Buena Vista University, Storm Lake, IA
1975-1976 Graduate Assistant, University of Northern Iowa, Cedar Falls, IA
MILITARY
- Graduate Iowa Military Academy Officers School
- Honorable discharge with the rank of Captain
- Executive Officer C-Company, 1st BN, 194th Field Artillery, IAARNG
- Graduated #1 in my Basic Training Company
- Selected by the Officers School Cadre to lead the company during
graduation exercises from Officers School
Remillard Consulting 