Management Training

Gilorma Long

732-***-**** *********@*****.*** *38-P Berberis Plaza Monroe, NJ 08831

Dynamic Consultant, Training and Change Manager

Accomplished and results driven professional with extensive experience developing, facilitating, and managing innovative leadership, diversity, change management, and training programs. Expert diagnostic and training needs assessment skills, pioneering functional strategies and employee-based programs appropriate for organization’s size, scope, and mission. Particularly effective leveraging communication skills and best practices to develop and market programs promoting workplace diversity, employee learning and development. Successful leading and collaborating with cross-functional teams to support organizational development and change management initiatives. Passionate change agent with proven ability to elicit interest, enthusiasm, and energy within training / learning environments.

Broad based qualifications include:

Project Management

Report Preparation

Leading Cross-Functional Teams

Articulate Storyline

Business Analysis

Risk Management

Microsoft Suite Products

Workflows & Process Improvement

Reporting/Analytics

Communications

Product and Product Readiness Adoption

Prosci ADKAR

Adoption support planning

Verification/Testing

User Training & Development

Managing Offshore Teams

Qualtrics & Survey Monkey

Process Improvement

Professional Presentations

Microsoft Live Meeting

Consultant

Business Process Management

Organizational Change Management

ADDIE Process

AREAS OF EXPERTISE

Excellent Strategist - Provide solutions that boost productivity and efficiency across the organization. Quickly identify problem areas and implement effective solutions to meet goals.

Exceptional organizational skills - Consistently recognized by colleagues for exceptional talents in needs analysis and problem resolution in fast-paced environments.

Strong sense of responsibility - Solid professional standards; excellent track record of dependability. Maintain focus on achieving results while implementing business solutions to meet a diversity of needs.

Customer Service - Consistently demonstrate responsiveness, strong customer focus, and ability to build good customer relationships.

Instructional Design - Work closely with a variety of stakeholders, ranging from End Users and SMEs to Management to design, develop, and deploy robust training programs using various methodology such as web based, computer based, instructor lead, classroom and blended. Knowledge of ADDIE and ADKAR approach for training and change management.

PROFESSIONAL EXPERIENCE

Optimity Advisors

New York, NY- 2013- 2016

Senior Associate Consultant- October 2013 - November 2016

Project-Project Manager & Change Management/Training Program Lead– Swiss Re Global

Change Manager & Trainer for a Global 500 Reinsurance provider, specifically working within corporate P&C Underwriting and Claims to ensure employees are not disrupted by the replatforming efforts of the Policy Admin and Workflow Orchestration systems implemented.

Implemented teaching principles for individuals and groups of Underwriting and Claims lines of business including but not limited to Property, Casualty, Business Services, Single Risk, Programs and Surety.

Managed a blended team, of on-site, and off-shore resources from the client, other vendors, and Optimity Advisors, and fully accountable not only for the successful change management and user adoption, but to ensure that all executive level planning, status reporting, and overall risk management.

Achieved the development & implementation of a target-operating model across 100+ underwriters and 500+ claim personnel globally, improving operational efficiency, increasing productivity, providing faster time to market, and improving the customer experience.

Trained global teams of underwriters and claim personnel on process and workflows of new policy admin and workflow tools implemented.

Implemented strategies and plans to maximize employee adoption and usage and ensured change initiatives met objectives on time and on budget by minimizing employee resistance.

Coached senior leaders and executives in helping them fulfill the role of the change sponsor. Supported all levels of managers and supervisors assisting their direct reports through the transition

Responsible for developing all Test Training strategy, ensuring all User Testing participants were aware of the upstream business requirements, business process flows, functional requirements, delivered defect fixes, and known gaps, to ensure UAT related activities were executed successfully.

Conducted needs analysis, strategy and evaluations. Coordinated, developed and implement curriculum and training design as well as updates to SOPs.

Conducted learning sessions through classroom style “show me” demos and hands on scenarios, online demonstrations, and videoconference for business units to effectively adapt to a new policy administration system and policy/claims workflow tool replacing the existing legacy systems.

Continued regular support and refresher training after user testing and system implementation in order to ensure acceptance of changes in workflow process and functionality.

Measured training effectiveness through Qualtrics Survey feedback and developed strategies for improvements for future sessions.

Proactive approach with ramp up on systems and workflows, and active knowledge transfer from business and IT subject matter experts providing readiness over short span of time.

Created, developed and maintained user manuals, variety of visual guides, job aides, and electronic file deliverables for the purpose of providing up-to-date reference and complying with regulatory requirements and established guidelines.

Evaluated user readiness by defining and measuring success metrics and monitor change progress. Worked closely with project teams to integrate change management activities into the overall project plan.

Managed project technical writers responsible for supporting the creation of all application user guides.

Project-Business Analyst & System Communication Consultant – Baxter Global Healthcare Firm

Created requirements and educational/training plans to ensure a smooth transition into the Digital Asset Management strategy and system changes.

Increased message consistency with adoption of product team readiness with communication strategy including inventory and timelines to position client for campaign and communication development and training of re-launched DAM system.

Leveraged resources for global training and support engaging business subject mater experts with a “train the trainer” approach.

Created teaching principles for marketing individuals and teams engaging with newly updated cloud based media storage system.

Created and delivered training material, user guides and informational campaign literature for marketing leads.

Conducted “train the trainers” sessions to leverage company SMEs on system awareness and knowledge transfer.

Provided classroom style and web-based formal training for client specific products to all levels of users, utilizing available technology to create and deliver training material that is interesting, innovative, stimulating and effective.

Worked closely with implementation & functional teams as well as the client to design scope, curriculum and environment needs.

Collaborated with a variety of internal and external stakeholders for the purpose of serving as a liaison and resource in identifying change management needs.

Majesco Mastek, Inc.

Edison, New Jersey- 2012-2013

Training Manager May 2012 – September 2013

Design, develop, manage and deliver training curriculum and documents for Policy Admin systems and Claim platforms that will be used for internal employees and external end-users.

Design, revise and deliver training as a means of demonstrating new upgrades, features and general refresher training.

Managed team of technical writers on and offshore responsible for development and maintenance of training collateral.

Provide classroom style and web-based formal training for Client specific products to all level of users, utilizing available technology to create and deliver training material that is interesting, innovative, stimulating and effective.

Work closely with Implementation & Functional teams as well as the Client to design scope, curriculum and environment needs for the training sessions.

Expand course exercises to reinforce course content and materials.

Design and implement Articulate Storyline courses.

Experience with course management, reporting and statistics of Moodle LMS system

State Farm Insurance

Parsippany, New Jersey 1991-2012

Claim Automation & Procedure Specialist June 2000 – February 2012

Conducted continuous training to new and existing employees on all claim procedures, claim systems, automated tools and new company policies.

Liaison to all zone departments, corporate analyst and claim partners.

Provide support to zone and catastrophe claims on procedural and automation applications and issues.

Develop and prepare written reports and training materials.

Projects include analysis, planning, coordination of resources and implementation.

Analyze workflows; make efficiency recommendations to management and integrate automation and procedures into existing workflows.

Trained 100 plus internal Fire claim and Auto claim personnel on new Enterprise Web-based claim system replacing antiquated claims management system. Remain day-to-day contact for question and answer support.

Responsible for all claim procedure training, system training and materials, workflow and process studies and recommendations.

Conducted training and implementation of enhanced auto estimatic dispatch tool. Providing efficiency to appointment routing and streamlining workloads and responsibilities between employees. Created swim lane flow charts and training message points for all workflow changes. Added value with appointments set up to include details of vehicle inspection driven by the external customer needs.

Leading practice lead for Customer Secure Messaging project team. Developed workflows, job aids and training material. Conducted training for 100 plus claim employees and continue as the point of contact day to day support. Value is provided to State Farm policyholders providing an additional means of communication with claim handlers, reducing unwanted phone calls and messages and allows attach correspondence to be sent eliminating mail time to expedite customer's claims.

Developed questionnaire, survey tool, and built consensus on Quality First Contact (QFC). Worked with managers to align New Jersey No-Fault Personal Injury Protection criteria and description of (QFC). Upon survey results created job aids and macros to bring efficiency to claim adjusters and compliance with corporate criteria.

Created Microsoft Access database for regional salvage enhancement program assisting management with automating a tracking tool for data analytics. Database replaced hours of manual input for dollars spent and profit gained with a monthly/quarterly reporting tool for leadership.

On-site and virtual support for Auto and Fire field Catastrophe office with 30 plus staff and independent adjusters. Enforced enterprise approved workflows and managed Claim Service Assistants as direct reports.

EDUCATION and TRAININGS

AA, Interior Design

Centenary College, Hackettstown, NJ

Earned 77 credits; Concentration in Business Management:

William Paterson University Wayne, NJ

Completed numerous company-sponsored courses and seminars in customer orientation, cost controls, diversity and inclusion, time management, creative writing, process improvement, information security awareness, record retention programs, special investigation unit (SIU) awareness, and ethics.

AIC/AIT Courses

Prosci ADKAR Change Management

Articulate Storyline Basic & Advanced course

StrengthFinders

Microsoft Office Suites

Property and Casualty Principles

Facilitator on Understanding American Business Seminars

Workers Compensation

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