Learning Development Trainer resume example with 13+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Personable Learning & Development Specialist leveraging 7+ years of performance to contribute to employee-centered training objectives. Collaborative nature and strategic approach to problem-solving with passion for boosting team morale through effective orientation and training materials.

  • Coaching & Development
  • Customer service
  • Leadership
  • People skills
  • Friendly, positive attitude
  • Reliable and trustworthy
  • Quality Assurance
  • Creating Training materials
  • Identifying gaps and downstream effects of process changes
  • DLP writing & revision
Learning & Development Trainer, 09/2017 - Current
Fay Servicing Tampa, FL,
  • Converted all courses to virtual platforms (SABA, TEAMS, Web-Ex) in 2020.
  • Facilitator for all skills & systems trained for the CSC-Denver ROC regions. (virtual & classroom).
  • Global thinker that considers the upstream and downstream effect of process changes made within department.
  • Identifies gaps or conflicts within process changes and works to resolve prior to implementing changes.
  • Collaborates with BPM team to ensure DLP changes are reviewed holistically and by the correct stakeholders.
  • Identifies potential process improvements and provides feedback Operations and BPM team.
  • Collaborated with multiple project teams for system replacements & enhancements (EBSS, EMWS, Datacap, GA BETS, SalesConnect, Recon Combined Tool).
  • Maintains forward progress on multiple projects at one time and meets all deadlines.
  • Focused on developing people, progressing forward and Results-driven/record of exceeding expectations.
  • Virtually trained offshore resources multiple times.
  • Cross-trained CA QPAs on new skills.
  • QA review completed with new staff, coached for improvement & assisted with rebuttal process when appropriate.
  • Builds positive relationships with across all staff levels and project teams through clear communication and collaboration.
  • Accepts feedback from peers, business partners and Operations and uses it to improve my skillset.
  • Maintain positive working environment through consistent positive feedback & outlook.
Health Plan Service Specialist (HPSS), Supervisor, 06/2015 - 09/2017
Laz Parking Coconut Grove, FL,
  • Collaborated with business process analysts to improve the On-exchange processes within KP.
  • Collaborated with MSCC training group to revise On-Exchange initial &refresher training based on process changes implemented from the project.
  • Created and led On-Exchange billing training sessions for supervisors for all regions at MSCC Denver.
  • Assisted with training CSRs on EPIC Health Connect billing for services.
  • Medicare Content specialist that provides coaching to decrease unnecessary calls to Medicare Membership Administration.
  • Coach and develop new hires through one-on-ones, QA review and content assistance.
  • Partner with Team Managers to observe and report behavior and phone manipulation issues.
  • Handle escalation calls from CSRs and work to diffuse and resolve issues for members.
Customer Service Representative, 02/2014 - 06/2015
Extra Space Storage Newark, NJ,
  • Coached to develop new CSRs research skills rather than simply providing answer.
  • Roadrunner for multiple training classes to assist new CSRs with the transition to and acclimation to live environment.
  • Collaborated with IT personnel in charge of documentation systems to report and assist with resolving issues experienced in the live environment.
  • Consistent personal improvement in measured areas of QA, AHT, ACW, Sign-on and Compliance.
  • Recipient of seven formal customer compliments.
  • Utilized resources to proactively learn new information to assist members and other CSRs.
  • Consistently coached CSRs around me that needed assistance with answers or locating the resource needed to assist their member.
Assistant Manager, 08/2007 - 01/2014
  • Lead by example through DSW customer service model, values and behaviors.
  • Lead Assistant Manager for Grand Opening of 2 new locations in Denver.
  • Responsible for successful recruiting, hiring, training and retaining of associates, achieving 5% turnover.
  • New store 90-day turnover results exceeded expectations with 5% turnover rate by hiring and training the best associates for the job.
  • Lead trainer for a technology programs and tools launched in 2013 in 2 locations (Belmar, Littleton).
  • Collaborating partner on developing new cashier training program due to a lack of content in the corporate materials for the tasks associates performed.
  • Responsible for new hire onboarding process from beginning to end.
  • Held crucial coaching conversations with associates.
  • Fill-in Manager for all Denver locations when the stores were short leadership coverage.
Education and Training
Bachelor’s degree of Science: Athletic, Expected in
KaiserClaireMillikin University - Decatur, IL
  • Completed 2,500 hours with 10 different collegiate sports teams
  • On-site first responder to injuries
  • Developed and directed short-term and long-term rehabilitation programs for injured athletes
Certificate of Massage Therapy: , Expected in
Denver School of Massage Therapy - Westminster, CO
115-hour clinical internship as student massage therapist on campus
Diploma: , Expected in
Unity High School - Tolono, IL

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Resume Overview

School Attended

  • KaiserClaireMillikin University
  • Denver School of Massage Therapy
  • Unity High School

Job Titles Held:

  • Learning & Development Trainer
  • Health Plan Service Specialist (HPSS), Supervisor
  • Customer Service Representative
  • Assistant Manager


  • Bachelor’s degree of Science
  • Certificate of Massage Therapy
  • Diploma

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