Quality Assurance Training

STAN GUTHRIE

nd

**** ** ** ******, *****, IA ***25

515-***-**** cell

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

PROFILE:

Successful trainer proven experience designing and delivering customized training programs to meet call

center business needs and objectives. Skilled in working and building relationships with all levels of

internal and external partners to create practical solutions focused on clients' needs and unique issues.

Personal strengths include optimism, creativity, communication, credibility and the ability to create

enthusiasm to enhance the learning and working environments.

PROFESSIONAL EXPERIENCE:

2004 – June 30, 2009

Marsh & McLennan, W est Des Moines, Iowa

Senior Training and Development Specialist. Position eliminated due to reduction in force

Provided training assessment, design, implementation, evaluation, and company-wide training initiatives

for the development of Marsh colleagues. Created and updated documentation that outlined procedures

and systems for departments throughout the company.

W orked directly with senior management on successful start-up of Commercial Call Center in

Urbandale office. Trained first class of 6 Account Executives in June 2006; trained all subsequent

employees; current department size 100 employees.

Collaborated with Operations Supervisors on creating workflows for new business which resulted

in a service level increase from 30% to 85% in three months.

W orked with internal Subject Matter Experts (SME’s) and FINRA Director on transition of

business from Washington, D.C. office to Urbandale office in 2007. Marsh received "FINRA

Partner of the Year" Award in 2008 for the successful transition.

Managed seven member training team while Vice President on leave of absence. Held weekly

one on one meeting with staff, worked with business units on meeting department needs.

Collaborated with both internal and external SME’s to develop effective training programs. New

programs resulted in new employees obtaining an average of 92% audit scores with new training

program.

Provided coaching and weekly feedback for trainees during 6 week training class to improve job

performance. Maintained employee files for trainees that were passed on to Supervisors at end

of training.

W rote learning objectives, designed and developed training programs for successful launch of

over 20 new business programs.

Led committee to create new evaluation program for the Training Department based on

Kirkpatrick’s Four Levels of Evaluation. Evaluation scores were added to the Department's

Balanced Score Card as a measurement metric. All trainers now required to obtain an average

of 3.0 out of 4.0 on Level One evaluations.

Consulted with other Training and Development Specialists on creation of training evaluations.

Created consistent format and use of evaluations for all business units. Resulted in sharing

evaluation results with all levels of management.

Designed and delivered training program for the largest contract at Marsh, successfully enrolling

13,000 contractors in six weeks.

Created Property and Casualty licensing program for licensing Marsh employees. Achieved 90%

pass rate.

Mentored new Training Specialists by providing systems training, product training, and ongoing

STAN GUTHRIE

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support for new trainers. Three of the five trainers mentored have been promoted to Senior

Training and Development Specialists.

W orked directly with carriers and business units on creating training for roll-out of new carriers to

Auto Home call centers.

Created curriculum and delivered training to all Personal Lines call centers on new Auto Platform

quoting system via classroom and W ebEx presentations. Increased close percentage on sales

5% after roll-out of new platform.

2000 – 2004

Training and Development Specialist.

Created and administered a Property and Casualty licensing classes for Massachusetts and

Michigan branch offices. Achieved 93% pass rate between the two offices.

Trained new sales and service agents in Personal Lines call center. Trained agents on three

carriers, multiple product lines.

Designed a company-wide Lotus Notes user guide.

Created training, developed curriculum and conducted training for the department-wide roll-out of

new workflow software. First department to successfully move to paperless workflow.

Conducted needs assessments and made recommendations regarding existing Group Universal

Life training program. Resulting changes to training materials showed increase in retention by

5%, and shortened training classes by two days.

Facilitated monthly supervisor and coordinator meetings.

1998 – 2000

RPS PHARMACY, INC., Des Moines, Iowa

Trainer.

Launched the training department of the Iowa Call Center branch office. Provided support for

management through floor supervision and evaluating and conducting ongoing training.

Provided coaching and feedback for both trainees and representatives to improve job

performance.

Developed and facilitated workshops for new procedures.

Managed and mentored the Quality Assurance team.

W orked directly with main call center in Virginia to investigate and implement methods for

improving existing training programs.

Trained new employees on customer service procedures and computer system.

Developed and wrote standard operating procedures for Quality Assurance team.

Created and maintained Excel Quality Assurance weekly and monthly reports; acted as liaison

between Quality Assurance team and supervisor.

W orked directly with supervisors and management to identify areas where additional training

improved performance.

EDUCATION:

Iowa State University, Ames, Iowa.

B.S. in Marketing with emphasis in Training & Development.

DESIGNATIONS:

FLMI and ACS

Iowa Property and Casualty License

INS 21 and INS 22

Contact this candidate