Customer Service Training

Stefani Beach

**** ******* **** ( Fort Wayne, IN 46804 260-***-**** (

******@*****.***

SUMMARY

Senior Trainer with extensive experience. Expertise in Instructional

Design. Exceptional organizational skills with proven ability to manage

complex schedules and projects, and presentation delivery. Collaboration

focused with strong relationship building and excellent communication

skills. Key skills include:

Employee Development Materials Development

Computer Products Mastery Project Management

PROFESSIONAL EXPERIENCE

AETNA, Fort Wayne, IN 1997-2009

Senior Trainer (2007-2009)

Developed and implemented system related training materials on

Communication Skills and Computer Related Topics. Assisted with complex

training plans and programs for clinical and non-clinical staff. Delivered

effective and efficient training to all levels of the organization,

nationwide in a virtual environment.

. Provided weekly mentoring and tutoring of both current and new

employees

. Prepared comprehensive lesson plans for new and existing employees

. Ensured an effective learning environment by maintaining proper

virtual classroom discipline

. Maintained open communications with all levels of the organization

. Organized and developed training programs, training schedules,

learning programs, employee evaluations, and train-the-trainer events

. Taught a comprehensive curriculum of systems and communications to a

class of multicultural students

. Maintained a positive classroom environment while focusing on

improving student's self-confidence

. Managed self-paced learning programs in corporate educational settings

. Managed delivery of a six-week lecture and discovery-based learning

program for new hire staff

. Facilitated program activities, coordinated course evaluations and

ensured instructional integrity of program activities

Instructional Design and Developer (2004-2007)

Consulted with various internal groups regarding staff training needs,

identified appropriate training solutions, customized programs to meet

specific requirements, as well as, planned and delivered training.

. Created and conducted independent learning programs for existing and

newly hired staff from Administrative Assistants to Medical Directors

. Evaluated learning programs and products for effectiveness

. Created customized training programs for several levels of the

organization

. Provided root cause analysis on claims to help increase return on

investment

Stefani Beach 260-***-****) PAGE 2

AETNA, continued:

Field Trainer (2000-2004)

Delivered reliable training on new products and concepts to Claim Benefit

Specialists, Customer Service Representatives and Service Consultants

. Delivered training using several mediums: virtually, one-on-one, and

in the classroom

. Identified and communicated opportunities to deliver more effective

training. Assisted in developing the new virtual training programs

. Completed supervisory functions - such as delivering weekly

evaluations to newly hired employees

Claim Benefit Specialist (1997-2000)

Adjudicated medical, hospital, and prescription drug claims for a large

employer meeting quality and production guidelines.

. Adjudicated health insurance claims in a timely manner

. Ensured quality and production goals were achieved

. Assisted team in meeting key performance measures, performance

guarantees and business objectives by delivering weekly quality

meetings

. Mentored team members

. Completed supervisory functions such as audit reviews, inventory

management, and employee development

EDUCATION

Bachelor of Science, Business Management

Indiana Wesleyan University, Fort Wayne, IN

PROFESSIONAL DEVELOPMENT

Consummate Communicator, Motivational Interviewing, Dealing with Difficult

Co-workers, Medicare Compliance

TECHNICAL SKILLS

Word, Excel, PowerPoint, Outlook, Teamsite, QuickBase

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