Hi, I'm Sherry.

Learning strategist for financial services.

For over 15 years, I've helped banks and credit unions transform how their teams learn—cutting training time in half while boosting both compliance and customer satisfaction.

I believe the best learning doesn't feel like training. It feels like solving real problems with the right support at the right moment.

"My work sits at the intersection of performance science and business impact—where well-designed learning becomes a competitive advantage."

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What I Do

I'm a performance consultant who designs learning experiences. That means I focus on business outcomes first, then build the training that gets you there.

Performance-Based Design

Scenario-driven learning that mirrors real customer situations. Your teams practice making decisions in context, not just memorizing policies.

Compliance Training That Works

BSA/AML, Trade-Based Money Laundering, regulatory requirements—I make compliance engaging without compromising audit readiness.

Customer Experience Excellence

Translating service standards into coachable behaviors that frontline teams can use every day. The result? Measurable satisfaction gains.

AI-Powered Learning

Strategic use of conversational AI (Zenarate) and generative AI (Jasper) to create realistic practice environments—without losing the human touch.

Recent Work

Each project started with a business challenge. Here's how we solved them.

USAA Federal Savings Bank

Cutting Training Time 55% While Improving Customer Satisfaction

The Challenge: New bankers spent over 20 hours learning deposit products but still felt unprepared for real customer conversations. Training was heavy on policy, light on practice.

The Approach: I redesigned the entire program around customer life-stage scenarios—first-time homebuyers, growing families, retirees. Eliminated policy dumps and replaced them with AI-driven simulations.

The Impact: Training time dropped from 20.5 to 9 hours. Customer satisfaction (MSAT) increased 1%. Senior leadership directly credited the program for the improvement.

55% Faster Training

+1% MSAT Increase

9 hrs From 20.5 Hours

Mission Federal Credit Union

Building a Coaching Culture: 15% Member Satisfaction Lift

The Challenge: 30+ branches, each with different coaching approaches and service standards. Member satisfaction was inconsistent. Managers lacked a clear framework.

The Approach: Designed an enterprise Sales & Service Certification Program that standardized what "good" looks like. Built practical coaching tools managers could use in real time.

The Impact: Member satisfaction increased 15%. Managers reported more confidence in coaching. Frontline teams had clear expectations for the first time.

+15% Member Satisfaction

30+ Branches Aligned

400+ Employees Certified

Wells Fargo

$150K Annual Savings Through Blended Learning

The Challenge: Complex financial product training was expensive (instructor-led, multiple days) and hard to scale. Every product launch meant pulling people off the floor.

The Approach: Converted training from classroom to blended format—self-paced modules for knowledge, live sessions for application. Added performance support tools.

The Impact: Training time reduced 25%, cutting annual classroom costs by $150K. During platform migration, help desk tickets dropped 30%.

$150K Annual Savings

-25% Training Time

-30% Support Tickets

What Clients Say

"Sherry's banking learning series was directly credited for our 1% MSAT increase. She has this rare ability to take complex concepts and make them feel natural and intuitive for our teams."

Senior Leadership

USAA Federal Savings Bank

"The certification program completely changed how we approach coaching. It's not just training—it's a system that works in the day-to-day reality of running a branch."

Executive Leadership

Mission Federal Credit Union

About Me

I didn't start in learning and development—I started as a branch manager at Wells Fargo. That experience taught me what it's really like to balance customer needs, compliance requirements, and team development all at once.

I went back to school for my MA in Learning Design & Technology from San Diego State because I wanted to understand the science behind how people actually learn and perform. Most traditional training completely ignores that science.

Now I'm pursuing advanced certifications in Kirkpatrick evaluation and Training Management because I believe learning professionals should prove their impact, not just claim it. I'm also experimenting with AI tools—not to replace human judgment, but to make learning more efficient and personalized.

When I'm not designing learning, I'm thinking about decision-making under pressure, exploring new educational technology, and advocating for performance-based approaches in the L&D community.

Credentials

MA, Learning Design & Technology, SDSU
Kirkpatrick Bronze Certified
Kirkpatrick Performance Designer
15+ years financial services L&D
Based in Tampa, FL
Former Wells Fargo branch manager