Customer Service Training

Scott A. Muth

*** ******** *** • Lansdale, PA ***46

267-***-**** • *****@*******.*** • http://www.linkedin.com/in/scottamuth

Summary

Experienced trainer, instructional designer and technical writer with over 13 years combined in scheduling,

story-boarding, designing, developing and presenting instruction. Highly proficient in building relationships

with subject matter experts (SMEs) and management involved in project completion. Uses excellent

written and verbal communication skills to assist team members complete their assignments.

Areas of Expertise

Presentation

• Worked as a radio announcer, KRPC, MN and WBYO, PA

• Taught 5th and 6th grade students in Maryland

• Delivered technical training, US Healthcare, ND, Children’s Hospital of Philadelphia (CHOP), PA

• Facilitated distance learning using Distance Learning Broadcasting, LearnLinc, NetMeeting & WebEx

• Performed train-the-trainer presentations in-house, off-site and via conference technologies

Training Development

• Leveraged MS Office tools to create new and edit existing training materials using Word, PowerPoint

and Excel

• Employed RoboHelp to develop online references and training support tools

• Transformed existing classroom training into story-board-based eLearning using Adobe Articulate and

Captivate

• Created courses and classes in a Sum Total-based Learning Management System (LMS)

• Loaded Adobe Captivate eLearning Modules and assessments to the Sum Total –based LMS

Analysis

• Analyzed and resolved to customer satisfaction caller benefit and claim inquiries

• Assessed learner needs and redesigned training manuals to use online references as a resource in

resolving thought-provoking training questions

• Reviewed Customer Service performance against departmental standards

• Evaluated a need for online reference materials and developed an online reference using RoboHelp

and training websites using FrontPage

• Evaluated the need to transform training into eLearning and utilized Adobe Articulate and Captivate

Scott A. Muth

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267-***-**** • *****@*******.***

• Successfully assisted clinicians from help desk, during SCM 4.5 go live at the University of Michigan

Health Systems

Employment History

Children’s Hospital of Philadelphia, Philadelphia, PA 2006–2010

Trainer/Instructional Designer

Worked with clinical and non-clinical Subject Matter Experts (SMEs) to develop and facilitate classroom-

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based training, distance learning and eLearning curriculum

Supported training initiatives by staffing class registration mailboxes and updating the training intranet

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sites describing the classes

Presented distance learning training programs with client departments with audiences of up to 100

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participants.

Developed and presented instructor-led training programs across three constituent sites in Philadelphia.

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Maintained training website updates with class descriptions.

•

Supported co-workers with document assistance and presentation assistance.

•

Setup and took down classes for maintenance training and special project training.

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Worked with constituents to record eLearning audio and assisted our graphic designer with video

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recording.

Aetna Pharmacy Management, Blue Bell, PA 2001–2005

Instructional Design Developer

• Revised Aetna Pharmacy Management training curriculum to objective-based training manuals and

online assessments

• Updated Quality program to work with linked Excel sheets for teams, sites and departments

• Modernized Customer Service references to HLP and website references

Aetna National Customer Operations, Blue Bell, PA 1999–2001

Business Info Specialist

• Performed cross-functional impact assessment and training needs analysis for new product/process

initiatives and system enhancements and wrote new/updated product offering information and service

process initiatives.

• Created templates in MS Word and Outlook to streamline the online reference update process and

submission of user requests.

Aetna Learning & Performance, Blue Bell, PA 1997–1999

Educator

• Presented train-the-trainer programs in person and via distance learning methodologies

• Designed and updated HMO and Traditional training curricula for national initiatives, including of

Aetna’s ACAS traditional and HMO claim systems go Lives

• Developed HMO Online Reference updates as a Learning & Performance resource.

Aetna National Quality, Blue Bell, PA 1995–1997

Quality Analyst

• Used strong written and verbal communication skills to provide developmental feedback to participants,

partnered with managers to improve team performance through call evaluations.

Scott A. Muth

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• Facilitated calibration meetings with fellow analysts and managers to promote consistency and

strengthen partnerships.

• Designed quality forms for two national customer service quality programs.

U.S. HealthCare Member Services, Bismarck, ND 1992 - 1995

Field Trainer

• Used impact analysis to determine CSR’s performance needs and wrote and presented training

curriculum and assessments for all Member Services Skill Levels.

• Used interactive role-play scenarios in the classroom to reinforce learning.

• Developed question and answer training manuals, used both as teacher-lead guides and for self-taught

programs, in which students access information located in the Online Reference) to respond to phone

scenarios.

Education

Masters Program, Instructional Technology Management, La Salle University, Philadelphia, PA 2010

Completed first two semesters in the Instructional Technology Management program

B.A., Elementary Education, Pillsbury Baptist Bible College, Owatonna, MN

President of W. B. Riley Literary Society

President of Pan Society overseeing all Literary Societies

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