SENIOR LEARNING & DEVELOPMENT CONSULTANT I Resume Example Allstate Insurance

SENIOR LEARNING & DEVELOPMENT CONSULTANT I

Professional Summary

Engaging and creative Learning & Development professional with a strong background in designing, developing, delivery and evaluation of training programs, developing training strategies and understanding of different training methods and channels. Proven success managing extensive department education initiatives by consulting with business partners to identify skill-gaps and recommending solutions across multiple learning platforms that result in measurable and achievable outcomes. Effective communicator with impeccable writing and customer service skills.

Skills

Virtual and Classroom Facilitation
Instructional Design
Strategic Planning & Execution
Training Needs Analysis
Train the Trainer
Customer Service
Leadership Development
Relationship Building

Mentoring and Coaching
Process improvement
Change Management
Diversity, Equity and Inclusion Facilitation
Project management
Captive and Articulate 360
Microsoft Office Suites applications

Work History

SENIOR LEARNING & DEVELOPMENT CONSULTANT I, 11/2018 to Current
Allstate Insurance – Irving, TX

Headed a team in charge of creating content using Articulate 360 for communicating best practices to improve technical skills and productivity in a virtual environment to 100 claims employees.
Executed the planning, design, implementation, and performance monitoring of an accelerated virtual onboarding program for 60+ employees initially designed for 6 weeks of classroom facilitation with quality results of 87%.
Assessed customer service and knowledge gap among existing and new front-line employees and implemented Customer Service Over the Phone training resulting in 35% increase in call quality results.
Consult with senior business partners to assess learning needs, recommend and develop training or non-training solutions, implement and evaluate training programs to maximize learning experience and support functional training needs of the organization.
Oversaw needs assessment, scheduling, planning, design of curriculum and facilitating of Commercial Auto, 1st and 3rd party General Liability and Specialty policy and coverage training to new employees virtually and/or in person.
Served as subject matter expert on content, design using Adobe Captive and facilitator, in the launch of an enterprise wide tool to 350+ employees.
Formalized content and curriculum for internal learning platform resulting in 65% increased usage.
Mentor and train new facilitators by scheduling teach back sessions, providing one-on-one coaching and making recommendation on competency.
Redesigned enterprise-wide curriculum to a modular course design using Wrike for project management and Articulate 360 for design.

COMMERCIAL AUTO MAJOR INJURY LITIGATION SPECIALIST, 05/2015 to 11/2018
Allstate Insurance – Irving, TX

Prepare detailed reports analyzing coverage, liability, injury value, outlining defense strategy and file resolution.
Cultivate and establish relationships with legal counsel to adhere to applicable legal compliance standards, work closely with SIU, and outside vendors to investigate, negotiate and resolve injury claim through mediation, arbitration or trial.
Determine claim value, establish and manage reserves on policies with up to $2,000,000.00 in liability coverage.

SENIOR CLAIMS SPECIALIST, 05/2006 to 05/2015
Farmers Insurance Group – Plano, TX

Facilitated a 3-person roundtable discussion with claims representatives regarding complex liability investigations or stalled negotiations.
Investigated and resolved catastrophic and complex Texas 3rd party injury claims with exposure value that exceeded $150,000.00.
Worked with defense counsel to develop litigation strategies that led to reduced exposure and risk.
Implemented and facilitated quarterly Diversity Workshops to create awareness of diversity within the office and client base.

SUPERVISOR, 01/1996 to 05/2006
GEICO Insurance – Dallas, TX

Headed team of 3 coaches responsible for development, implementation and maintenance of a 6-week new hire post classroom training curriculum to provide “on the job application” of claims practices and procedures with a 99% graduation success rate and 180-days retention rate of 92%.
Led team of 2 coaches accountable for monitoring 125 call center employee calls and providing feedback on quality monthly.
Our efforts resulted in increased employee satisfaction, 65% increase in call quality and customer service.
Responsible for Regional call certification, mentoring and calibration of all participants in Supervisor Preparation Program to ensure 85% pass rate.
Analyze performance data, identify process improvement opportunities and execute initiatives to support employee and business needs.
Facilitated Regional Diversity Workshops, attended by associates of all levels, designed to stimulate dialogue and developed associate awareness of diverse cultural and ethnic topics in the workplace.
Served as lead instruction for two 12- week new hire training class instructing associates on state claims handling practices and procedures, liability investigations, subrogation and call handling.

Education

Bachelor of Arts (B.A: Psychology, 12/1995
THE UNIVERSITY oF NORTH TEXAS - Denton, TX

Certifications and Licences

Senior Claims Law Associate (SCLA)

Licensed in Texas - Property & Casualty

Volunteer

National Vice President, African American Working Network

Employee Resource Group with Allstate Insurance, Irving, TX

January 2020 - present

Collaborate with internal and external business leaders and non-profit organizations to build DEI, racial and social justice themes and practices into organizational culture
Launched systemic redesign of executive position job descriptions and expectations to gain alignment of current members and recruit for vacant seats
Partnered with senior level managers, ERG leads and various departments to design and execute a combined ERG mentoring program
Introduced the first training curriculum to enhance enterprise-wide mentoring program to ensure high performing participants develop critical leadership capabilities and competencies
Engage with colleges and professional leadership organizations to discuss and develop recruitment strategies that will result in a pipeline of talent specifically in technology and data analytics. Organized virtual townhalls, leadership discussion panels, and engaged corporate speakers.
Mobilize and provide leadership and guidance to 11 employee resource group leaders to manage budget, measurement and metrics to grow membership and provide effective and strategic programming to promote the personal and professional growth of 2k+ member

National Coalition of 100 Black Women, Inc., Dallas Metropolitan Chapter

Partner with community partners to design programs that advocate on behalf of black women and girls in the areas of health, education and economic empowerment

Safe Haven and Genesis' Women's Shelters

Organized donation drive and volunteer events to support both agencies
Volunteer in the Children's Program at the Arlington Shelter to provide care and support to children while their parents are receiving support and services

Organized donation drive and volunteer events to support both agencies

Volunteer in the Children's Program at the Arlington Shelter to provide care and support to children while their parents are receiving support and services

Resume Overview

Companies Worked For:

Allstate Insurance
Farmers Insurance Group
GEICO Insurance

School Attended

THE UNIVERSITY oF NORTH TEXAS

Job Titles Held:

SENIOR LEARNING & DEVELOPMENT CONSULTANT I
COMMERCIAL AUTO MAJOR INJURY LITIGATION SPECIALIST
SENIOR CLAIMS SPECIALIST
SUPERVISOR

Degrees

Bachelor of Arts (B.A : Psychology , 12/1995

SENIOR LEARNING & DEVELOPMENT CONSULTANT I Resume Example

Resume Score: 80%

DISCLAIMER

Resume Overview

Create a job alert for [job role title] at [location].

Similar Resumes