Quality Assurance Training

Bridget Hulet C: 405-***-**** ( H: 405-***-**** ( ********@****.***

**** ****** ****** **** ( Blanchard, OK 73010

Results-proven human resources, training, and Offering core skills in

recruitment specialist with experience managing vast such areas as:

generalist concerns including policy and procedure Performance Monitoring &

design, staffing, training, benefits and personnel Reporting

administration, employee relations, and performance Recruitment Lifecycle

management. Management

Highly organized and detail oriented; managed multiple Employee Retention Action

facets of human resources, training, and recruitment Plans

simultaneously in ramp-up, high-growth environments. Quality Assurance & Six

Perform well with limited direction; define best Sigma

practices by taking the initiative to learn new Performance Optimization

systems. Training Program Design

Strong communicator able to secure support for major Benefits Orientation

change initiatives; quickly garner the respect and Change Leadership

trust of peers by empowering through training and open

communication.

Experience & Achievements

Claims Management Resources, Oklahoma City, OK ( 2013 - Present

Executive Assistant

Responsible for all employee notifications, rewards, goals and outings.

Manage client database and develop relationships with outside clients.

Contact potential clients for sales team. Instrumental in all marketing

materials and branding. Research assistant to the President for various

subrogation and collection law issues.

Organize all President's meetings, conferences, and follow up action items.

Complete expense reports for the President and Director of Sales and

Marketing. Input all payroll for client relations employees. Create all

correspondence for internal employee distribution and outside

vendors/clients. Proofread all correspondence for executive and management

team. Point person for visitors and building tenants.

Contributed value in such areas as:

o Planned, organized and successfully piloted the grand opening of the

company's new building for over 200 guests and 150 employees.

o Developed and implemented processes for client relations creating

opportunities for new partnerships with several departments of

transportation throughout the United States.

o Designed and coordinated logos and work wear for all employees in the

three different companies.

American Farmers & Ranchers, Oklahoma City, OK ( 2008-2013

Training Specialist II/Executive Assistant

Created all training materials for the new software program being

implemented for the entire company. Developed agent training curriculum and

initiated training of insurance personnel including Oklahoma agents, Idaho

agents, the internal operations department and the claims department.

Created a tracking database for the company to utilize for reporting and

budgeting purposes. Created and delivered new leadership and management

classes for directors, managers, and supervisors. Created and delivered new

computer, customer experience, phone handling, and claims classes. Excel

was used to track attendance of all classes.

Answered the company President's phone. Handled all questions from callers

and any issues that arise. Assisted the President and Directors with

written correspondence. Proofread the quarterly newspaper. Updated the

mailing database for all press releases and newspaper mailings. Picked up

and sort the incoming and outgoing mail. Ordered all office supplies. Kept

the budget up to date. Coded all expenses for the accounting department.

Scheduled all conference rooms for training classes and meetings. Created a

department calendar and responsible for maintaining all appointments for

employees.

Bridget Hulet, 2 C: 405-***-**** ( H: 405-***-**** (

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

Assisted the President with research for various speaking engagements and

committee presentations. Assisted the youth coordinator with leadership

camps, FFA programs, livestock judging contests and speech contests.

Contacted all agents, county officers and local officers throughout the

state of Oklahoma to schedule and organized county meetings. Responsible

for organizing, tracking and reporting all ticket and PAC sales for the

annual state convention.

Contributed value in such areas as:

o Assisted in the recruitment and interviewing of temporary employees for

the large electronic scanning project initiated to decrease expenses. The

goal was to scan all claims and policy files and become paperless. This

goal was achieved within 7 months.

o Developed and implemented processes and training curriculum for all lines

of business and all levels of employees providing dedicated support to

employees with heightened needs.

o Revised the agent training program to create a hands on learning

experience for new and experienced agents to increase understanding of

company processes and goals and promote consistency when writing

insurance policies.

o Increased county meeting attendance by 113% from previous years.

Responsible for contacting all agents, county and local officers in the

state by phone to promote attendance and discuss meeting topics. My

strong relationship with agents and officers contributed to the high

attendance rate at the 2012 county meetings.

United Health Group, Oklahoma City, OK ( 2005- 2008

Training & Quality Supervisor

Instrumental in developing the operating infrastructure for a new site,

creating first-time policies and procedures, instituting sound hiring

practices, and designing an effective training program. Recruited, trained,

and managed the performance of 12 training specialists in Kansas and

Oklahoma, working closely with each to assess site specific

needs, design skill building seminars, and create programs to improve

overall quality and performance. Forecast, planned, and controlled training

program scheduling to maximize resource utilization and thwart training

redundancies. Produced, analyzed, and disseminated recruitment, training,

and quality metrics.

Contributed value in such areas as:

o Cut post-training attrition by as much as 70% by refining the recruitment

process with behavioral-based interviewing and simulation exercises, and

retraining staffing agencies to source appropriate talent.

o Developed and implemented processes, training curriculum, and performance

standards for a new specialty pharmacy line of business with 100

associates providing dedicated support to clients with heightened needs.

o Transitioned new-hire training from 8 weeks to 4 weeks with no reduction

in skill development by identifying and eliminating program redundancies;

dramatically improved ability to support ramp-up staffing.

o Revamped the training and professional development program to create a

realistic learning experience for trainees and associates; empowered

teams to hold accountability for achieving objectives.

o Served as a mentor and coach, demonstrating a customer-centric approach

at all times; rolled out a new customer advocacy initiative to increase

satisfaction and promote a service-focused culture.

Farmers Insurance Group, Oklahoma City, OK ( 2002-2005

Quality Assurance & Training Specialist Supervisor

Performed human resource generalist activities spanning benefits and

personnel administration, recruitment and selection, training and

development, policy and procedure design, and performance management.

Oversaw a team of 8 quality assurance coaches and created a robust program

through procedure development and database administration.

Bridget Hulet, 3 C: 405-***-**** ( H: 405-***-**** (

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

Contributed value in such areas as:

o Improved quality scores from 55% to 97%, by designing a customer

experience program to strengthen the soft skills of each associate and

his / her ability to exceed expectations; also bolstered productivity and

morale.

o Reduced attrition 10% by improving the screening process; incorporated

computer and math testing, changed interviewing protocol, and

strengthened introductory training to better simulate on-the-job

conditions.

o Conducted benefit orientations, an 8-hour introduction to the full suite

of benefits offered; subsequently supervised the performance of all new-

hires as they completed the 7-week training program.

State Farm Fire and Casualty Company, Oklahoma City, OK ( 1996-2002

Claim Specialist

Managed the claim lifecycle while providing policyholders with exceptional

customer service, receiving an award for obtaining the highest salvage

recovery value. Trained junior reps in policies, procedures, and best

practice techniques. Manned the complaint hotline and performed

reinspections to ensure appropriate determinations.

Contributed value in such areas as:

o Selected as the liaison to the Oklahoma Insurance Commissioner's Office

after the May 3, 1999 category F5 tornado; worked in a catastrophe office

to handle storm claims in an efficient, service-centric manner.

- Dramatically increased policyholder satisfaction by quickly

learning Oklahoma regulations, explaining policy language, and

reducing tension between parties.

- Managed the complaint hotline, serving as a "one-woman-operation"

and responding to and resolving every query that came into the

Commissioner's office.

Academic Background

University of Central Oklahoma, Edmond, OK

Master of Business Administration in Management ( 2001

Academic Scholarship Recipient; Business College Higher Curriculum Leader;

Facilities Expansion Committee; GPA 3.92

Bachelor of Business Administration in Business Management ( 1995

Academic & Community Service Scholarship (4 years); Outstanding Freshman

Performance Scholarship; Vice President of Alpha Lamda Delta Honor Society;

Presented Valedictorian Address at Graduation; GPA 4.0

Affiliations & Credentials

Committee Member, American Society for Training and Development (ASTD)

Member, American Society for Quality (ASQ)

Licensed Oklahoma Claims Adjuster

Certified Training Presenter

Secretary, Toastmasters

Technical Skills

Complete understanding of Microsoft Office products (Outlook, Word, Excel,

PowerPoint, SharePoint, Access), WebEx, and Avaya phone systems.[pic]

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