Learning Development Trainer resume example with 13+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Summary
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.
Skills
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
Experience
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.
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 DSW – City, STATE,
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 GPA:
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 GPA: 115-hour clinical internship as student massage therapist on campus
Diploma: , Expected in - Unity High School - Tolono, IL GPA:
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