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Training & Development Specialist Resume Example

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TRAINING & DEVELOPMENT SPECIALIST
Professional Summary

Quality Assurance Analyst dedicated to achieving business objectives by delivering proactive HR training programs and implementing sound organizational development processes, policies and procedures.

Skills
analytical skills, benefits, Call Center, clerical, coaching, interpersonal skills, CPT, Customer Service, customer service skills, Customer Service Training, documentation, email, forms, ICD-9, instruction, leadership, managerial, medical terminology, meetings, organizational, personnel, processes, Quality, quality assurance, staffing, Technical Writer
Skills
  • New hire on-boarding
  • Employee coaching
  • Critical thinking

Highly dependable

Fast learner

Detail oriented

Work History
04/2013 to 12/2017
Training & Development SpecialistCompany Name – City, State
  • Facilitated Operations Training primarily for the Customer Service Department Developed email communication for Operational Departments Consulted with various departmental representatives regarding organizational processes Submitted documentation change requests to update manuals Provided feedback to managerial personnel based on participants' training progression.
  • Assessed skill gaps for employees in Customer Service and developed a training course to meet those needs.
  • Delivered new employee onboarding and training sessions via [e-mail].
  • Coordinated and prioritized required training courses for [Customer Service Representatives] and [new employees].
  • Delivered a wide variety of courses including topics on communication, team building, compliance and documentation.
08/2006 to 04/2013
Quality Assurance Analyst I/IICompany Name – City, State
  • Performed high level of analytical skills to encompass multiple lines of business and diversified benefit plans to effectively maintain quality assurance standards Acquired knowledge of medical and institutional claims processing as well as an understanding of coordination of benefits Exhibited advance interpersonal skills and customer service skills to effectively interact with all levels of staff Effectively balanced competing priorities and demonstrated flexibility Provided feedback on assessments and training related information Mentored new hire Customer Service Representatives Assisted Operations Training Technical Writer update Customer Service Manual Traveled to assist Operations Training Department for out-source staff Provided overview of Quality Audit Criteria for new hire Customer Service Training classes.
  • Achieved partnership with customers to provide solutions by providing scenario based situations that would prepare participants prior to transitioning to new roles.
  • Worked directly with various departments to achieve basic skills needed to comprehend, navigate, provide first call resolution.
  • Researched and updated all required materials needed for firm and partners.
08/2005 to 08/2006
Customer Service SpecialistCompany Name – City, State
  • Demonstrated ability to maintain composure in stressful environment Mapped processes, developed Standard Operating Procedures and departmental guidelines Analyzed the performance of Customer Service Representatives and made recommendations to management for improvement Provided instruction, guidance, and coaching for Customer Service staff Handled escalated calls Filled in for Supervisors during their absence Adjusted staffing schedule due to staffing shortage in the Call Center Monitored Call Center-in-bound call activity to keep average speed of answer at a minimum Held New Hire Orientation prior to Customer Service Representatives operations training.
  • Answered an average of 45-50 calls per day by addressing customer inquiries, solving problems and providing new product information.
03/2000 to 08/2005
Customer Service Representative I/II/IIICompany Name – City, State
  • Gained comprehensive knowledge of the processes and interrelationships of the JHHC products, often assisting co-workers Demonstrated leadership ability and progressive job growth and responsibility Cross trained multiple skill sets and displayed the ability to handle each Line of Business Illustrated technical skills in a professional work environment Attended Health Department meetings on behalf of Customer Service Demonstrated comprehensive knowledge of Customer Service duties including a thorough understanding of medical terminology in addition to ICD-9 and CPT codes Maintained casework consistently Handled special tasks as designated by management Investigated customer issues working with other departments to resolve.
07/1999 to 03/2000
Customer Service ClerkCompany Name – City, State
  • Exhibited interpersonal skills to effectively work with customer Service staff by delivering correspondence throughout the organization.
  • Performed clerical duties.
  • Demonstrated ability to understand internal forms and CSIM open call reports.
Education
Bachelors of Arts: Business AdministrationSojourner-Douglass College - City, State

Business Administration

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Resume Overview

School Attended

  • Sojourner-Douglass College

Job Titles Held:

  • Training & Development Specialist
  • Quality Assurance Analyst I/II
  • Customer Service Specialist
  • Customer Service Representative I/II/III
  • Customer Service Clerk

Degrees

  • Bachelors of Arts : Business Administration

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