LADONNA WAKEFIELD

ad23jw@r.postjobfree.com 772-***-**** 1608 Boxwood Ridge Ct, Simpsonville, Kentucky 40067 Summary Dedicated Training Professional with an emphasis on building and maintaining relationships in alignment with MTM’s Core Values.

Skills

• Critical thinking skills and proactively takes charge of demanding situations to find reasonable solutions

• Builds relationships and communicates effectively internally and externally

• Project management and the ability to hold others accountable for deliverables Displays professional demeanor Presentation Skills: the ability to speak to any size audience

• Ability to explain complex subjects in a clear and engaging way as well as emphasize the

importance of content

• Decision making: Ability to use sound

judgment around issues that may have

adverse effects on the business

• Results-driven

• stakeholders at all levels

• Strong focus on customers, accountability,

teamwork, collaboration, and decisiveness

• Excellent customer orientation & interpersonal skills

• Ability to manage an important level of sensitive and confidential matters tactfully and

professionally

• Thrives in stressful situations within a fast-paced environment

• Ability to work independently and collaboratively with others to achieve defined goals, manage

inquiries, and resolve issues within a prompt and

constructive manner Strong critical thinking and

analytical skills with attention to detail

• Flexibility

• Ability to deliver impactful training to any

learner at any level of the organizational

hierarchy

• Advance level of ability with computers and the

Microsoft Office Suite, specifically PowerPoint, Word, Excel & Outlook

Experience

Onboarding Success Partner

(Current Title)

MTM Inc. WFH KY

09/2016 - Current

• Design, plan, create and deliver engaging, cost-effective training materials that address organizational needs by following the MTM processes which may include Presentations & Training videos, Computer-based training courses, Training materials: i.e., project plan, schedules, checklists, job aids, workbooks, facilitator guides, assessments and surveys.

• Receive information from multiple sources and create initial and ongoing performance-based training materials.

• Schedule and conduct efficient meetings with internal and external stakeholders as needed.

• Gather feedback and data from reports, contracts, RFP documents, surveys, subject matter experts at multiple levels of the organization and other sources to interpret information and improve the transfer of learning.

• Conduct needs analysis for training requests using the Kirkpatrick model.

• Maintain and perform regular audits for accuracy, completion tracking, and content updates. Foster a collaborative learning environment by attending and conducting train the trainer sessions for employees in person or via online seminar when applicable. L

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• Train, evaluate and enforce location-specific quality guidelines and processes.

• Design, plan, create and deliver engaging, cost-effective training materials that address organizational needs by following the MTM processes which may include Presentations & Training videos, Computer-based training courses, Training materials: i.e., project plan, schedules, checklists, job aids, workbooks, facilitator guides, assessments and surveys.

• Represent the People & Culture department by embodying the defined culture and MTM Brand Ambassador behaviors.

• Manage the onboarding process for MTM, MTM Transit and Reveal by coordinating start dates, trainer availability and training locations. Casting with coordinating travel when needed. Create strategic onboarding and training plans by collaborating with hiring managers and stakeholders.

• Track and resolve issues.

• Data Analytics and Reporting.

• Process Review, documentation, and improvement.

• Mentor & provide feedback to team members.

Education Training and Outreach Coordinator

MTM Inc. Saint Louis, MO

• Worked with all levels of stakeholders on knowing and following MTM processes.

• 10/2014 - 09/2016

• Functioned as a liaison between medical facilities and MTM, providing them with a prominent level of customer service.

• Addressed concerns from members and facilities due to transportation issues.

• Built and supported good working relationships with all stakeholders which embodied MTM's Core Values.

Network Training Coordinator

MTM Inc. Saint Louis, MO

03/2014 - 03/2014

• Aided in getting the Transportation Provider trained in all aspects of what is needed to become and stay compliant with MTM. Built lasting relationships with each provider and aided them with issues that arise during their partnership with MTM.

• Supplied firsthand training to transportation providers on MTM online systems.

• Supplied training courses to get transportation providers credentialed and recertified to stay compliant:

Team Lead

MTM Inc. Saint Louis, MO

06/2013 - 03/2014

• Supplied firsthand training to Customer Service Representatives (CSRs), as needed, to perform specific skills, individually and in a group.

• Continuously educated employees on new processes and procedures.

• Function as a mentor to new employees and help with the development of team members.

• Functioned as a supervisor when one was not present.

• Created step by step instructions of 3rd shift project work and processes. Mentored and developed employees to achieve set goals. Team Coach 11/2012 - 06/2013

MTM Inc. Saint Louis, MO

• Supplied firsthand training to Customer Service Representatives (CSRs), as needed, to perform specific skills.

• Supplied firsthand training to Customer Service Representatives (CSRs), as needed, to perform specific skills.

• Continuously educate employees on new processes and procedures.

• Function as a mentor to new employees and help with the development of team members.

• Monitor staff professionalism, performance, and response through regular call audits.

• Randomly perform the required monthly call audits on each representative and supply prompt feedback to CSC management.

• Responsible for motivating employees to improve performance and achieve higher results.

• Supplied constructive feedback to employees to foster positive communications between

• employees and customers.

• Suggest to CSC management operational improvements to Customer Service protocols/procedures.

• Report performance issues to CSC management for review and follow up where necessary Conduct training/role-playing exercises to reinforce proper behavior and performance. Supplied added phone support during high call volume periods.

• Maintain a presence on the call center floor, ensuring that staff is always productive.

• Maintain all call audits associated with employee performance and supply a monthly status report to CSC management.

• Maintain a strong knowledge of services/products that MTM offers its clients.

• Understand each specific department within the organization to resolve/care for customer service escalations.

• Demonstrate superior customer service experience and sincere personal commitment to promptness, reliability and quality work.

• Serve as the first escalation point for Members and Transportation Providers for service-related issues.

• Proactively find and recommend to management innovative solutions to drive efficiencies/productivity of call center employees.

• Adhere to all MTM established CSC guidelines.

CSR 02/2012 - 11/2019

MTM Inc. Saint Louis, M0

• Managed incoming calls received via an automated call distribution (ACD) system about the scheduling of transportation and all other details of customer trips.

• Is the front-line representative of Medical Transportation Management (MTM).

• Maintaining confidentiality and all other aspects of HIPAA compliance.

• Manages customer questions, complaints, and inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.

• Supply outstanding service to our internal and external customers and strive to resolve member and transportation provider needs on the first call

• Supplies outstanding service while also achieving operating performance ratings of meeting or exceeding call center production standards.

• Performs necessary follow-up tasks to ensure member or provider's needs are completely met. Assume full responsibility for self-development and career progression.

• Buy and keep in-depth knowledge of, and adhere to, proved CSC Protocols and Procedures and MTM's Transportation Provider Network.

• Proactively look for and take part in ongoing training (formal and informal) in all aspects of the Customer Service Representative role.

• Remain responsible for updating self on ever-changing information to ensure accuracy when dealing with members and providers.

• Demonstrate flexibility in areas such as job duties and schedule to aid Customer Service Center in better serving its members and help MTM achieve its business and operational goals. Patient Care Representative 10/2007 - 01/2012

Baptist Health Lexington Lexington, KY

• Registered patients in a prompt and professional manner for Maternity, Pediatrics, Nursery, Neonatal ICU, Bed Placement, Surgery, and Lactation Services using VAX registration software. Verified and updated all patient demographic and insurance information.

• Maintaining HIPAA compliance.

• Verify patient's insurance benefits through the phone, ZirMed, Rev Runner or the web.

• Determined patients cost due by using the benefits.

• Financial counseling.

• Balance daily cash box.

• Aid each department with patient registration, transfers, and discharge.

• Verify and complete Kentucky Paternity forms and Birth certificates. Notarizes hospital documents.

• Trained new employees and functioned as a point of contact in the place of the upper management when they were not available.

• Supervised a team of 12 members directly under me and a group of 60 total members. Helped set up the front office of the Heart & Valve Center at Central Baptist Hospital. Worked as an administrative assistant where I set up and kept the file system for our patients.

• Communicated with the doctors' offices to obtain the medical records and patient information of our clients.

• Scheduled patients for surgery and all testing to be done.

• Daily communication with the patient's insurance companies to decide coverage. Obtained certifications to decide the patient's cost.

• Call patients at home to verify all personal and demographic information and to remind them of their appointments, to make their check in process more efficient.

• Put together and keep the policy and procedure manuals and trained employees on the correct procedures.

• Helped design yearly reports and information booklets. Managed all aspects of the front office.

• Scheduled and kept multiple calendars for various people, making them aware of meetings and deadlines.

• Helped set up meetings, business appointments and luncheons. Drafted and sent correspondence for multiple nurses and the director. Assistant Manager 06/2003 - 10/2007

University Inn and Suites Lexington, KY

• Supplied guidance to staff, and special projects to ensure employees adhere to policies and procedures as stated in the Hotel Management Training Manual.

• Worked closely with management and staff to identify proper coaching plans for each employee.

• Ensure staff fully understands how to perform their job duties and responsibilities. Ensure staff understands how to use our computer system.

• Supply employee development, through constructive feedback, coaching, training/developing, and applying mentor-ship techniques.

• Responsible for writing and administering monthly/yearly employee performance evaluations as well as periodic reviews against goals and aims.

• Oversee and check the daily operations Supervise staff to meet daily goals.

• Supplies ongoing feedback and provide added training to staff, as needed.

• Assist staff in handling complex or escalated client issues.

• Work within established company guidelines, studies and standardizes procedures to improve the efficiency of the staff.

• Maintain complete knowledge of system and telecommunications capabilities, associated software applications and Internet access.

• Manage all customer grievances.

Attendance and disciplinary process.

Education Commonwealth Baptist College Lexington, KY 2001-2003 Some College (No Degree): Secretarial Studies and Office Administration

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