Customer Service Training

**** ******* ****

Green Bay, WI ***** Phone 920-***-****

E-mail ****************@*****.*** Stephanie L. Jaywant

Executive Extensive experience in operations and training.

Summary Passionate about quality and customer satisfaction.

Record of improving efficiency, quality and

productivity through training and development.

Outstanding interpersonal, motivational and

presentation skills. Analytical, articulate and

diligent.

Work experience 2007- 2010 UnitedHealth Group

Green Bay, WI

Senior Sales Training Analyst

Delivered new hire and incumbent job specific training

using innovative methods that increase retention and

enhance cost effectiveness

Delivered ongoing refresher training based on

development needs

Responsible for measuring and tracking pre and post

training performance

Partnered with leadership to provide coaching during

training

Provided feedback to management on individual and group

training results

Provided feedback to the instructional design team

Training Supervisor

Directed and managed all aspects of our new hire

training curriculum to include direct reports such as

trainers, coaches and up to 100 new hire staff.

Oversaw, researched, developed and maintained training

materials and customer service processing procedures to

include soft skills, PowerPoint presentations,

worksheets, web based training and handouts.

Monitored performance coached and developed training

staff.

Maintained staff job results by coaching, counseling,

and disciplining employees; planning, monitoring and

documenting job performance.

Oversaw new hires for the 3 month probationary period.

Delivered lectures and energetic training sessions that

motivated learners to reach maximum performance while

using the latest training techniques.

Call Center Supervisor

Supervised, analyzed, authorized and directed the work

activities for assigned Customer Care Professionals

Analyzed team performance results by reviewing

productivity and quality of work performed by assigned

unit.

Supervised and planed monthly team meetings.

Met with individual staff members regularly to assess

and align performance goals to ensure staff members are

on schedule in attaining their goals

Completed performance reviews yearly for staff

Responsible for maintaining an acceptable level of

customer service, productivity and quality of

work performed for the assigned unit

Provided data in preparation for unit budget; shares

accountability for performance against operating budget

2002-2007 Ameriprise Auto & Home Insurance

Green Bay, WI

Client Service Training Analyst

Trained new and current associates on customer service

processing philosophies and practices.

Researched, developed and maintained training materials

and customer service processing procedures to include

soft skills, PowerPoint presentations, worksheets, web

based training and handouts.

Monitored performance, coached and advised supervisors

of disciplinary and personnel problems

Project leader in the expansion of our call center in

New Delhi and Mumbai India

Claims Support Supervisor

Supervised 17 regular full time associates.

Conducted weekly evaluations and bi-weekly monthly team

meetings.

Supported, mentored and helped develop direct reports.

Provided accurate feedback to peers and management

staff.

Handled two separate claims functions: Clerical and

Word Processing

1994-2002 Humana, Inc. Green Bay, WI

Front End Supervisor

Medical Claims Trainer

Benefit Analyst /Claims Adjuster

Customer Service Representative

Volunteer Corporate facilitator to include: Diversity, Improving

experience Communication Skills, Team Concepts, Selecting for

Success, Medical/Dental Terminology, Give 'em the

Pickle and the Learn Program for Weight Management.

Developed and designed Customer Service Excellence

training which was rolled out to all our service

centers nationally.

Participated in the First Responder/Ergonomics programs

since 1997.

Participated in our Safety Committee since 2003.

Designed training manual used in associate orientation.

Participated on the committee to help organize the

United Way rallies/giving campaign

Traveled extensively to India to set up our expanded

call center and trained over 100 individuals to include

senior management, trainers and employees.

Past President for W.A.I.T. (Wisconsin Association of

Insurance Trainers)

Coordinated team Holiday program to include donation

drives and a music program the team performed at three

local nursing homes.

References Available upon request

Contact this candidate