Dedicated Senior Manager with 25+ years of exceptional management performance experience. Offering strong administrative and cross-functional collaboration skills to provide teams with support and guidance to surpass expectations in the Behavioral and Physical health care field. Managed customer service team. Well-versed in operations management and knowledge of various authoring tools to create various modalities of trainings and training materials and strategies. Also knowledgeable in instructional design, process, procedures and workforce development. Managed client New Employment Training class. Flexible and adaptable to change. Great ability to work in a team setting. Developed over 1000 online training courses and events. Used Adult learning theories in creating online, virtual, and live trainings to meet State standards.
Skills
Presentation Skills
Provide Training
Learning Management Systems
Excel
Team Goals
Clear And Concise
Visual Communication
Learning Programs
Customer Experience
Call Center
Prioritization
Focused On Quality
Management Experience
Team-Oriented
Project Management Skills
Work History
05/2015 to Current
Sr. Mgr of Training and Workforce DevelopmentCushman & Wakefield Inc – Middleburg Heights, OH,
Created agendas and communication materials for team meetings
Motivated and encouraged team members to communicate more openly and constructively with each other
Prioritized and organized tasks to efficiently accomplish service goals
Achieved cost-savings by developing functional solutions to material handout problems
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
Demonstrated self-reliance by meeting and exceeding workflow needs
Resolved interpersonal conflicts by listening, finding common ground and building relationships
Kept team on track by assigning and supervising their activities and giving constructive feedback
Demonstrated leadership by making improvements to work processes and helping to train others
Improved operations by working with team members and customers to find workable solutions
Collaborated with others to discuss new training opportunities
Contributed to development, planning and completion of project initiatives
Created new programs that resulted in increasing productivity and customer satisfaction
Juggled multiple projects and tasks to ensure high quality and timely delivery
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to products and services
Collaborated with others to discuss new training opportunities
Leveraged learning management system to input and compile data gathered from various sources
Monitored training compliance quarterly to make sure that training compliance did not fall below regulators requirement of 90%
10/2006 to 05/2015
Training AdministratorDacco – Tampa, FL,
Creates/deleted/revised training modules and events for internal and network provider staff.
Created assessments and surveys for training courses.
Created training certification programs for internal and network provider staff.
Managed student profiles in learning management systems.
Audited contracted provider agencies for training compliance.
Scheduled, trained, and tracked live training events in 8 Arizona counties.
Issued correction action plans to contracted provider agencies for non-compliance.
Participated in Centene Corporate Training Steering Committee.
Participated in Workforce Development Advisory Committee.
Coordinated and hosted contracted provider agency training contact meetings.
Participated in Quality Improvement Council.
Established Higher Education collaboration with Community Colleges.
Participated in Cultural Competency Diversity Awareness Committee.
Hosted monthly Provider Communication call.
Ran monthly and ad-hoc training requests from organization, corporate, and state regulators.
Maintained various learning management system for provider network and internal staff.
Collaborated with University of Arizona in creating Care Manager certification program.
Collaborated with ADHS/DBHS and Glendale community college in creating Behavioral Health certification program.
Collaborated with Central Arizona, Pima Community College, and Arizona Western in creating Community Health Workers certification program.
Hand-selected qualified instructors aimed at providing diversified learning environments
Enrolled employees in off-site training opportunities by registering staff in training courses
Evaluated effectiveness of training programs and recommended improvements to upper management
Researched and incorporated new training methods, tools and resources to offer updated, quality training content
Designed and rolled out brand new training program and curriculum schedule for internal and external sales and support personnel
Arranged travel and accommodations for trainers and participants
Managed training calendars to inform participants of upcoming training session topics and dates
Organized handbook and course documentation for participants
05/1995 to 08/2006
Performance Improvement ManagerCigna Healthcare Of Arizona – City, STATE,
Lead local training and technical coach initiatives to drive continuous performance improvement from 65% to regulator required 90%..
Manage performance improvement initiatives include driving local site improvements in quality and productivity metrics.
Manage local site trainers and technical coaches through oversight of daily activities, overall execution and direction of local training and technical coach initiatives for claim, and call staff.
Work with Site Management to develop methods to drive error trend reduction locally and nationally.
Error trend reduction efforts will be supported through training programs and technical coach initiatives.
Played key role in leveraging Training and Performance Consulting (T&PC) relationship and linkage to site quality leadership to drive overall performance improvement as measured by improvement in site’s service delivery metrics.
Managed and performed Six Sigma projects when requested.
Adhered to social distancing protocols and wore mask or face shield at all times.
Completed Medicaid deliverable to ensure compliance with required Medicaid regulations.
Education
Expected in 2014
Bachelor of Science: Management University Of Phoenix - Phoenix, AZ, GPA:
GPA: 3.86
Expected in
: Electronic Engineer DeVry Institute Of Technology - Phoenix, AZ, GPA:
GPA: 3.0
Expected in
: Computer Science Northern Arizona University - Flagstaff, AZ, GPA:
GPA: 3.0
Certifications
Certified Adobe Captivate Specialist
Certified Mental Health First Aid Instructor
Six Sigma Green Belt
ADHS/DBHS Certified Master Cultural Competency Trainer
Accomplishments
Collaborated with team of health plan training coordinators in the development of bringing a single learning management system to the Arizona State Medicaid provider network. Was chosen to lead the alliance of health plan training coordinators.
Documented and resolved network provider agencies training compliance which led to the network's training compliance growing from 63% to the regulators requirement of 90% or higher.
Used Microsoft Access to develop tracking of health plan certifications database.
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