FIS - Customer Service Training Professional of the Year

Company: FIS
Company Description: FIS (Fidelity Information Services, Inc) is a Fortune 500 company which offers an array of financial products and services including; financial software development and support. FIS employs 55,000 people worldwide and through acquisitions is the largest processing and payments company in the world.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Training Professional of the Year

Nomination Title: Milista Anderson, Senior Vice President, Learning Solutions

In the past, training teams were dispersed amongst separate lines of business and products within the Banking Solutions division resulting in inconsistent and vastly different learning experiences for our employees and our clients. In July 2019, under the leadership of Senior Vice President Milista Anderson, the new Learning Solutions team was formed and achieved the visibility and funding in the corporate structure to advance the careers of 80 training professionals. This centralized and collaborative team approach raises the team’s focus on a unifying goal: providing an improved and consistent learning experience for approximately 3000 client-facing employees and more than 20,000 clients.

Prior to assuming her new role, Milista was the Chief Customer Officer responsible for client initiatives including the client experience transformation. She recognizes that cultivating a rich knowledge base for our employees results in confidence and the more employees know, the better they can serve our clients and the happier they will be in their jobs. Happy employees make for happy clients. Happy clients also depend on high-impact training so that they too can confidentlyserve their customers and run their businesses resulting in high satisfaction with their investment in our products. This is our team mission.

Outline the nominee's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

Ms. Anderson established a simple yet highly impactful mission for the Learning Solutions team which is “For employee to love their jobs and for clients to love our products”. To accomplish our mission, she established four key initiatives:

1-Create a learning culture
2-Develop a product-educated and CX-minded workforce
3-Modernize the learning experience
4-Deliver job-specific, sticky learning experience for clients

In our first year together as one, focused team we have demonstrated significant momentum to accomplish our objectives.

-Deployed a new modern learning management system for learners increasing ease of access to training and boosting participation by 16%.

-Launched a marketing and awareness campaign to educate learners about Learning Solutions to cultivate a learning culture at FIS.

-Piloted a new, digital onboarding training program for client-facing employees. The program brings increased focus on developing a product-educated and CX-minded workforce by providing a consistent learning experience across aimed to proactively eliminate knowledge gaps and ineffective processes that result in poor client experiences.

-Modernized the learning experience by converting traditional classroom training into virtual classes using modern tools and techniques to deliver job-specific, sticky learning experience for clients.

-Developed 531 modern micro learning videos and simulations embedded in applications, virtual classes and as stand-along learning objects – just in time, just enough and just for me.

-Upskilled our trainers to deliver engaging and interactive virtual training. Milista is partnering with the Learning and Performance Institute to certify trainers in the Certified Online Learning Facilitator (COLF) program.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):

Ms. Anderson recognizes the talent and passion of each training professional on her team and inspires and empowers all of us to grow and excel in our jobs.

Ms. Anderson has mastered the art of communication and collaboration.She holds regular meetings with her leadership team and monthly Town Hall meetings with the entire team.She inspires a shared vision and as a result the team is well-positioned to accomplish our objectives.

Ms. Anderson encourages the team to earn industry recognition; and as result, the team has achieved two distinguished achievements in year one with many more opportunities in site for year two.

Senior training managers Emily Blancato and Shelley Stanley published an article titled “5 Ways to Maximize Your On-the-Job Training Program” in Training Industry Magazine – May/June 2020.

Training Manager Jo Ellen Click was named a 2020 Emerging Training Leader by Training Magazine recognizing her outstanding talent, accomplishments, and leadership of training professionals who have been in the training industry between two and ten years.

Ms. Anderson is a respected leader of learning who consistently scores in the top 10% of leaders based on our company’s annual employee satisfaction survey. Her commitment is a model for our team and continuous to inspire new opportunities to add more value to our colleagues, and our clients’ learning experience. Our learning community aims to achieve best in class status by year two under her leadership and together as one FIS Learning Solutions team.