Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

  • Onboarding and training
  • Project Management
  • Effective communication
  • Business workflows
  • Operations management
  • Professional rapport
  • EMR / EHR
  • Project leadership
  • Learning strategies
  • Implementation support
  • Course material creation
  • Curriculum design
  • Training program development
  • Training & Development
  • Proficient in Zoom, RingCentral, Google Meet
  • Remote Learning
  • Adult Education
  • Public speaking
Work History
Director of Business Operations, 10/2020 to Current
EarnupAtlanta, GA,
  • Determined scope and priority of several high-priority projects at the same time, working with decision-makers and cross-functional teams to work toward deadlines
  • Collaborated with field leadership, learning and development and corporate leadership teams to move project from conception to reality, ensuring all teams were kept abreast of progress and roadblocks along the way
  • Innovated by thinking of new ways to accomplish the goal, keeping existing workflows and budget/priority constraints in mind
  • Led the charge in creating standard operating procedures (SOPs), codifying the workflow as designed to hand over to learning and development and function owner to maintain
  • Supported IT team as the Super User of the EMR (eClinicalWorks), maintaining Train the Trainer certification and staying up-to-date on releases and new features
Training Program Manager, 11/2017 to 10/2020
AmperityNew York, NY,
  • Created new hire curriculum for all roles in the company (all staff, which includes all regulatory-required courses that much be completed by all staff, regardless of role; Office Manager; Counselor; Care Navigator; Clinical Support Center Intake Specialist; Member Admissions Specialist; Admissions Counselor; Provider; Leadership), ensuring the material is relevant and digestible
  • Maintained new hire onboarding curriculum, keeping materials up-to-date as processes change or are eradicated
  • Solicited feedback on a regular basis from staff/leaders in the field to improve training materials, creating new material when needed
  • Created ongoing virtual training program, thereby creating an environment of ongoing learning
  • Implemented learning management system (Relias), maintaining learner profiles/records as new hires were added to the team
  • Created eLearning courses using Articulate 360, reviewing and updating content on at least a quarterly basis
  • Served as Super User of electronic medical record (EMR), eClinicalWorks
  • Wrote and facilitated in-person training to all staff in preparation for transition from one EMR (HST) to another (eClinicalWorks), traveling to each state to teach and launch offices
  • Created and executed launch plan for new EMR
  • Created all workflows for new EMR with staff capacity and current workflows in mind
  • Created training accountability process to ensure all courses are completed by staff by their due dates
  • Expanded department, creating a new role (Regional Training Facilitator)
  • Solidified new hire onboarding process by centralizing schedule creation for all new hires, including absorbing EMR training on an organizational level
  • Developed post-new hire onboarding survey, analyzing results on a monthly basis and making improvements as needed
  • Forged relationships with shareholders, meeting with them and gathering feedback on program at least once per month
  • Created and managed provider onboarding process, collaborating with medical leadership, recruiting and field leadership
  • Created and managed training recognition program, mailing hand-written certificates to ~50 offices per month
Learning Management System Administrator, 08/2015 to 11/2017
Aac Asssociates IncWashington, DC,
  • Consulted on training program development, working with instructional designers and management on best ways to enact vision in system and company-wide
  • Served as survey captain, creating new survey questions and pulling data on a monthly basis, then presenting findings to the Vice President of Sales
  • Consulted with project management team to select and implement new LMS for organization, writing up a synopsis of each demonstration for upper management to review
  • Worked with financial teams to obtain grant programs, submitting required documentation on a monthly and/or quarterly basis
  • Worked with trainers and instructional designers, answering all technical and curriculum-based questions
  • Led the charge in transitioning training delivery from all instructor-led courses supplemented with some eLearning courses to all eLearning courses for majority of audience
  • Trained 4 members of LMS support staff, ensuring back-up support could maintain a solid level of customer service and aptitude
  • Worked with vendor (Saba) to troubleshoot issues as they arise, escalating when necessary
  • Met with Saba Customer Success Manager as needed, balancing the needs of the organization with the capability of the product
  • Worked with product managers to implement new processes, providing updates to the training department and upper management as needed
  • Performed pilot testing for all new processes, identifying areas of opportunity and ways to improve the user experience, focusing on ease of use, self-sustainability and gaps in communication
  • Created accountability model for company-wide training, automating reports to management on a regular interval
  • Implemented compliance season, creating consistency for the general employee population
  • Kept system clean by performing regular audits of transcript records and course catalog, focusing on recently outdated training courses
  • Worked with partners in HR to keep track of TQL’s Leadership Development Program and annual Leadership Compliance courses, taking attendance and updating records in system
HR/Payroll Connection Support Center Supervisor, 10/2014 to 08/2015
Catholic Health InitiativesCity, STATE,
  • Ran project team of 5 training development writers in creating a total of 140 training courses and supplemental material
  • Managed training delivery, uploading all documentation to centralized repository (LEARN)
  • Created training curriculum for Tier 1 Processor audience
  • Wrote courses for Tier 1 Processor audience, focusing on Processor-specific tasks
  • Revised training curriculum for Tier 1 Representative audience, using feedback from the first run of the curriculum as guidance
  • Reported out several times weekly on training development progress to project team and senior managers, ensuring to keep the team on track so all content would be delivered by the due date, creating contingency plans when content was not on track)
  • Participated in design sessions for new technology systems (Workday and Neocase) to be rolled out to employee population as part of insourcing HR support
  • Wrote policy documentation that the whole organization will follow after new systems are rolled out in addition to supporting any and all change management activities
  • Wrote attendance policy for HR/Payroll Support Center Tier 1 for the training period and onwards
  • Created interview guide and scoring rubric for HR/Payroll Connection Support Center Tier 1
  • Created the quality monitoring program and customer satisfaction survey
  • Interviewed candidates for HR/Payroll Connection Support Center Tier 1, making the final hiring decisions in selecting 32 Tier 1 Representatives
  • Trained class of 32 Tier 1 Representatives for approximately 3 months
  • Coached team of 10 Tier 1 Representatives, identifying areas of opportunity with attendance, behavioral issues, schedule adherence, quality and customer satisfaction
  • Collaborated with business partners in Human Resources and senior management, determining whether corrective action is necessary to address continued performance issues
  • Review monitored phone calls with representatives, identifying strengths and areas of opportunity to raise quality scores and improve the overall customer experience
Bachelor of Arts: Journalism, Expected in 05/2006
University of Kentucky - Lexington, KY,

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  • Bachelor of Arts

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