Customer Service Training

Amy Frederick, CTT+, SLE

**** *********** *****

Indianapolis, Indiana 46227

Cell: 317-***-****

Email: ************@*****.***

Organizational Development Specialist

Over 25 years Educational Leadership experience dedicated to achieving high-quality learning solutions, cost containment, and performance improvement. Energetic professional with exceptional analytical, organizational and people skills. Strong personal ethics and integrity. Highly organized team-builder with strong leadership experience. Convey a professional image of honesty, compassion and concern for our Team Members and Business Partners. Work well under pressure and deadlines. Excellent communicator seeking a challenging position with the opportunity for professional growth.

Experience

Center Grove Community School Corporation, Greenwood, IN 2019-present

Substitute Teacher

· Instructs students and facilitates their learning in the absence of the regular teacher.

· Adheres to the curriculum and lesson plans provided.

· Creates a classroom that is conducive to learning.

· Maintains a safe and orderly environment.

· Reinforces established routines of the school and classroom procedures.

· Communicates effectively with all school community stakeholders.

· Tracks student progress.

· Modifies teaching styles to fit the learning styles of various students.

Renaissance Life and Health Insurance Company of America, Indianapolis, IN 2016-2018

Training Specialist

· Conducted employee training programs.

· Developed training materials using ADDIE and other instructional design principles.

· Coordinated and conducted employee training programs for operational teams.

· Developed, organized, updated, and implemented changes to departmental procedure manuals.

· Documented and analyzed training data, program effectiveness, and employee progress.

· Identified patterns of poor performance and/or learning gaps and worked with employees to achieve training goals.

· Developed and implemented training solutions using instructional design principles and adult learning theories.

· Coached employees on in class performance and participated in the disciplinary process for new hires in training.

· Responsible for administering, grading, and documenting all testing within the training class.

Anthem, Inc. 2002 - 2016

(Previously “Anthem BCBS”, “Wellpoint”), Indianapolis, IN

Customer Service Trainer II

· Led a team of 30 associates.

· Responsible for leadership, strategic planning, program development, labor management, overall operational administration, personnel management, staff productivity, employee evaluations, and accreditation.

· Demonstrated professional judgment.

· Accountable for Best Practices and customer satisfaction.

· Conducted review and analysis of service statistics.

· Served as facilitator of Improvement Committees.

· Improved Business Partner Satisfaction Scores in several areas up to 9%.

· Improved Employee Commitment Survey Scores from meet expectations to exceeds expectations.

· Excellent performance evaluations.

United States Marine Corps 1993-2002

Camp Pendleton, CA /Camp Schwab, Okinawa/Camp Lejeune, NC

L.I.N.K.S Facilitator and Key Volunteer Coordinator

· Led a team of 12 volunteers.

· Responsible for planning, personnel management, volunteer evaluations, operating budget management, accreditation, continuous improvement, and military family deployment readiness.

· Served as facilitator of L.I.N.K.S. programs for military families.

· Selected to represent commanding officers.

· Trained in crisis intervention.

Education and Credentials

State of Indiana Licensed Educator- Journalism and United States History

B.S. Degree - Education

Indiana University, Bloomington, Indiana 1993

Master’s Degree- Curriculum Development and Leadership

Southern New Hampshire University to be completed April 2019

Lifetime Member of Girl Scouts USA and Gold Award Recipient

Certifications: Comptia Certified Technical Trainer +, Synchronous Learning Expert

Community Emergency Response Team (CERT) 2018

Citizens Alliance Public Safety (CAPS) 2017-Present

Computer skills include Articulate 360, Microsoft Office Suite, Photoshop, Adobe, LMS, DocuTools.

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