Customer Service Training

SKILLS

Committed to teamwork, superior problem solving skills, able to quickly

analyze a situation and recommend modifications or solutions, exceptional

communication skills, comfortable speaking to audiences, exemplary work

ethic, dedicated to excellence and ongoing skill development and proficient

with all aspects of Microsoft Office.

EDUCATION

University of Portland, Bachelor of Arts and Sciences, English, December

2007

Seattle University, Advanced placement classes through Matteo Ricci

College, 2003

EMPLOYMENT

Vertafore, Bothell WA

Vertafore provides a suite of software products for insurance policy

management. Vertafore caters to a wide variety of clients ranging from

small individual offices to large, enterprise sized companies. They offer

system solutions in both health insurance and property and casualty

insurance.

Training Consultant

August 2009 to December 2009

Training Consultants head the delivery of training to a number of

different audiences and company needs. A Training Consultant deliver

training programs designed for end users; they also conduct 'train

the trainers' programs. As a consultant, it is expected to have a

high level knowledge of all Vertafore products. You work with clients

to determine which of those products will enhance their current

experience and show to maximize usage for current applications.

Training consultants are expected to balance training requirements and

metrics; and to be fully knowledgeable as capable business practice

consultants.

. Provide 'paid for' training hours and course guide

implementation.

. Responsible for teaching users how to maximize previously distributed

content materials.

. Deliver onsite training to clients and adapting to their available

facilities.

. Coordinated training schedule through a Learning Management System

(LMS).

. Performance traced through a Customer Relationships Management System.

. Expected to maintain an 85% usability status.

. Expected to deliver training 85% of all working hours.

. Required to train on all Vertafore products and systems.

. Served as a project manager for new products by providing basic

training skills, designing sales pitches and managing class enrollment

and information distribution.

. Provide business solutions consulting.

. Focused on finding and implementing efficient workflows, programs and

standards.

. Identified opportunities for clients to utilize other Vertafore

products.

. Provided metrics and examples for company directors to address

operations concerns.

. Developed project management skills with clients working with clients

to manage setting and business processes from the point of purchase

until the end of training delivery.

. Ensured compliance with system requirements and working knowledge of

products and workflows to minimize errors associated with the system

switchovers.

. Provided technical support and on-call training to clients.

. Curriculum and design development.

. Responsible to lead benefits management software, BenefitPoint

curriculum and courseware design.

. Polished company images and design layout of future training

deliverables.

. Designed a whole curriculum for BenefitPoint.

. Became subject matter expert on BenefitPoint training materials.

. Designed outline and began production of a training manual for

BenefitPoint.

. Designed roll out of a large system revision.

HMA, Bellevue WA

HMA is a third party benefit claims administration company serving clients

of all sizes across the Nation. HMA is a subsidiary of Regence and deals

in several key aspects of benefits administration including FSA, Cobra and

total health management.

Training Coordinator

August 2008 to July 2009

Training Coordinator is responsible for the management and

organization of the base training program necessary to bring on new

employees. The Training Coordinator supervises all new employees

until they have successfully moved out of the training program while

administering the necessary course work to make a new hire functional

in their hired role. This position is also responsible for ensuring

that company needs regarding documented materials and learning

opportunities are made readily available.

. Developed the initial program steps of a corporate training

strategy and model for implementation within the company;

decision pending.

. Heavy focus on continuous education and improvement for existing

employees.

. Collaborated with other departments to develop training strategies and

develop solutions to training needs.

. Co-created a new training website with Sharepoint, introducing access

for employees.

. Training program and content development

. Installed new and more efficient training program for department and

new employees.

. Created and continually updated new training manual for Customer

Services Department.

. Created 4 week intensive training course, cutting existing training

time by 66% with higher student knowledge improving on the job

performance immediately.

. Responsible for the revision of the departmental training program

making training materials easily accessible and concise allowing for

real time support.

. Developed new training material for new software programs.

. Responsible for the continuation of training development program.

. Updated companywide new employee orientation.

. Defined the application of workforce management tools and isolated key

performance factors of customer service representatives.

. Produced varying workflows and written documentation of individual

department processes and claims processing.

. Delivered new customer service employee training program.

. Responsible for rolling out the first companywide soft skills training

program, delivered on time and within budget. Ran beta course and

incorporated feedback.

. Developed valuable learning and teaching techniques with individuals.

. Expanded group training techniques and project management delivery

skills.

. Created dynamic presentational skills.

. Strengthened group speaking skills.

. Travelled to multiple business locations to teach training courses.

. Cross trained as department auditor and Customer Service Lead.

Customer Service Representative Level I

February 2008 to August 2008

Customer Service Representatives are responsible for maintaining plan and

group benefits and provide immediate support to all members, provider,

groups and brokers that may inquire about any given account. They are

entrusted with a high level of secured, private medical information and

must manage upwards of 10 different programs and systems. The Customer

Service Representative must have a detailed knowledge of the entire

organization, operating process and serve as the communication

representative of the company.

. Developed interpersonal skills while assisting client members,

providers, and brokers.

. Learned additional time management skills working in a fast paced

environment.

. Developed superior skills with the utilization and training

documentation of various call management and customer relationship

management software packages.

. Worked closely with management team to spot and fix departmental issue

and policies.

. Responsible for rewriting and updating several policies and procedures

- leading to promotion to Training Coordinator.

. Created new training manual for Customer Service Department providing

better availability and organization and increasing use of resource

material by 80%.

Autozone, Portland OR

CS and Sales Manager/Loss Prevention Lead /Trainer

August 2006 to January 2008

Continuous sales of new and refurbish auto parts as well as providing

secondary support in repair services and knowledge. Advised on correct

repair procedures and offered specialty tool instructions. Store Assistant

Manager position was responsible for sales monitoring, employee scheduling,

and inventory reporting, as well as ordering based on store needs in

addition to limiting outside and internal theft.

. Promoted to Store Assistant Manager.

. Responsible for cash accounting at open and close of the store.

. Created and maintained the store work schedule.

. Provided customers with expert advice and guidance on repair and parts

matters.

. Cultivated and maintained professional relationships with customers

and auto technicians.

. Created and managed daily sales reports and analyzed complex freight

logs necessary to tracking and maintain accurate inventory numbers.

. Established and monitored store achievement of business growth goals.

. Developed and implemented appropriate promotional and sales

strategies, resulting in a 20% increase in store sales and further

customer loyalty.

. Responsible for implementation and auditing of store loss prevention

system, cutting average loss statistics by 40%.

. Responsible for cultivating and training new hires and heading up on-

boarding program.

Boeing Employees Credit Union, Tukwila WA

Compliance and Records Intern June

to August 2006

This position required simultaneous work in two separate departments

including coordination and management of full workloads of both.

Compliance kept up to date records on confidentiality agreements, updated

and maintained current records of contract agreements, and provided updated

informational support needed for collections. Records processed all loan

agreements and associated files requiring either archival or pulling for

necessary reporting while maintaining current data inventories.

. Successfully organized company by updating contractual records and

implementing terms of class action lawsuit settlement.

. Responsible for record keeping, contract and confidentiality renewals

and processing of loans.

. Received award for being most successful intern of the program.

. Supervised other interns on special projects.

. Successfully managed a matrixed reporting relationship with two

divisions.

ACHIEVEMENTS

. Eagle Scout, 2002

. 1st Degree Black Belt in Karate, 2001

. Knights of Columbus, Volunteer work

References available upon request

Contact this candidate