Customer Service Training
Resume:
PENCE ROTH
Bradenton, Florida 34212
440-***-**** *********@**********.***
Energetic, dedicated, student focused Training professional with 15 years experience in Corporate Training, Training Management, Web Based Training, and Developing Computer Based Training Videos. Looking to leverage strong presentation, communication, and written skills and personal strengths into a Corporate Training Specialist Position.
HCR MANORCARE – Toledo, OH 2010-Current
Business Specialist II
Provide Training on Point of Care, Kronos, Cisco Telephones, and Rehab Optima Systems. Provide onsite leadership for successful go-lives. Duties also include setting up the training classrooms. Other responsibilities include:
Provide Point of Care Training to Nurse Managers, Nurses, and Assistants on electronic documentation of patient daily living activities. Monitor progress of each building to ensure a successful Go-Live.
Provide Training of the Kronos Scheduling Tool to Directors, Scheduling Staff and Assistants. Met with building administrator explaining advantages to using the Kronos Scheduling Product. Provided a follow up webinar monitoring usage and providing additional web based training.
Provide Training on Cisco Telephone Systems to receptionist, Management, and Staff while building relationships with facility management team.
Provide Rehab Optima Training to Director of Rehab, Therapists and Therapy Assistants on proper documentation using an Apple iPad Mini. Instructed building management on running reports.
Provide Homecare Homebase training to Administrator and Hospice Staff on electronic documentation on hand held cell phone.
RELAYHEALTH, A MCKESSON COMPANY – Highland Heights, OH 2004-2010
Manager, Training and Documentation of Operational Excellence Team
Provide management leadership to develop an effective Training and Documentation Department from infancy. Developed and provided training for internal staff on company proprietary software, Microsoft Applications, and company wide Customer Service training classes. Trained over 1200 new and existing users on Claim Track application for the Cleveland Clinic. Other responsibilities include:
Created and rolled out company wide, multi-level, customer service training program to over 700 staff members successfully completing the certification, reducing customer hold times by over 60 minutes.
Facilitated EHNAC Accreditation Program, resulting in first submission passage of three audits.
Managed personal growth in documentation staff stressing development of a documentation library, a Customer Kiosk manual distribution, and Intranet distribution saving $500,000 annually.
Developed Computer Based Training Videos on Company Strategic Vision, Safety, Product Education, and HIPAA Training, educating all 700 staff members.
Monitored and escalated critical issues to doing business, raising customer satisfaction scores.
Directed a monthly Customer Education symposium to provide written and verbal notification to all ClaimTrack Clients of Payer Edits updates, resulting in increased customer satisfaction scores.
PENSKE LOGISTICS - Beachwood, OH 2000-2004
Supervisor of Training and Documentation
Provided management and team building leadership for personal growth to nine permanent staff members and three student interns within Training, Report Writing, and Technical Communication Departments. Monitored project work flow while assigning projects, priorities, and deadlines. Facilitated Classroom and Web based training using tools WebEx, Lotus Sametime and QuickPlace.
Developed and delivered driver scanner training class to over 300 Professional Drivers, reducing delivery errors to Ford Motor Company by over 50%.
Delivered an Introduction to Logistics Class to newly hired staff reducing the time a staff member became a productive member of the team by 50%.
Provided gap analyses between associates’ current skills and needed skills, designed individual training plans, increasing department efficiency.
Served as final editing manage of propriety software end user manuals.
Created a student intern program, from infancy, to identify future staff members, benefiting the hiring practices, and reducing staff turnover rates.
Liaison between end users and programming department to develop company-wide class registration application.
Directed redeployment of 200 end user manuals, resulting in intranet distribution to all staff.
Led technical communication team in development of all Technology Center Web Pages becoming consistent and uniform
Established consistent training outlines and train the trainer materials for all 17 Beginner and Intermediate level classes.
CREATIVE SOCIO-MEDICS – Columbus, Ohio 1999-2000
DYNAMIC HEALTHCARE TECHNOLOGIES - Minnetonka, MN 1997-1999
Application Specialist
Provided training, product management, and onsite go-live leadership for implementation team. Focused on installing information systems for Maxifile Radiology Software and Human Services Information Systems. Primary liaison between end users and programmers, and facilitated “Go-Live” of application.
Conducted initial client kick off meetings, phase one and two training, resulting in reduction of issues during implementation of hospital system.
Provided instruction in database development, creation of cost centers and service codes to properly invoice insurance companies, reducing billing errors and increasing cash flow.
Delivered sales demonstrations to perspective customers, increasing sales by 50 percent.
EDUCATION
MA in Education, East Stroudsburg University - East Stroudsburg, Pennsylvania
BA in Education, The University of Toledo - Toledo, Ohio
PROFESSIONAL DEVELOPMENT
Leadership Matters Executive Presentation Skills
Essentials for Leadership Legal Issues and Policies
Achieving Accountability Management Selection Skills
Situational Leadership Social Issues and Trends
Targeted Selection Time Management
Problem Solving Toolkit Leading Diversity and Inclusion
Sexual Harassment Annual HIPAA Training
Green Belt Certified Customer First
Toast Masters Business Mentor
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