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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.

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

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)

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CGibbs Resume 2016

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CGibbs Resume 2016