Customer Service Training

LATRICE SHELEAY, PMP(i)

Phone: 213-***-**** Email: ********@*****.***

SUMMARY: With years of adult training experience, I understand and use

adult learning theories and principles such as ADDIE and Bloom's Taxonomy.

I possess strong leadership, critical thinking, trouble-shooting, and

analytical skills which are essential in the Epic training process. I have

experience in curriculum development, eLearning development, training needs

assessment, gap analysis, creating job-aids, and tip-sheets.

With over 15 years of customer service and ILT experience, I have proven to

be an ideal asset for my recent Epic related projects in the medical

industry. I am a great team player and I can work independently just as

efficiently.

PROFESSIONAL EXPERIENCE

Hill Physicians Medical Group IPA 09/2014 -

Present

Instructional Designer and Trainer

Supervisor-Quality, Development and Training

. Perform needs analysis for training.

. Design curriculum for new hire and existing agents training.

. Design e-learning modules in Articulate Storyline for new claims and

benefits software implementation.

. Publish SCORM compliant e-Learning modules in the LMS Skillport.

. Write scripts for e-learning modules.

. Design and conduct instructor-led training for new claims and benefits

software implementation.

. Consult with SME to create training map, e-Learnings, QSG and ILT.

. Supervise quality assurance and training team for an IPA.

. Set performance goals for quality assurance team.

. Create and conduct train the trainer sessions.

John Muir Health System 12/2013 -

06/2014

EPIC (2012) Credentialed Trainer

. Wrote and vetted lesson plans for classroom training.

. Worked in concert with the builder to verify and vet lesson plans.

. Lead classroom training of super-users.

. Lead classroom training of 4,000+ physician end- users.

. Big-bang implementation, 24/7 elbow-to-elbow support.

. Provide cut-over and go-live support for the following 3 hospitals:

Walnut Creek Campus, 572 beds

Concord Campus, 313 beds

JM Behavioral Health, 73 beds

Sutter Health System

EPIC (2012) Credentialed Trainer 7/2013 -

12/2013

. Revised lesson plans and learning maps for Orders credentialed

trainers.

. Lead classroom training of 8,000+ physicians.

. Big-bang implementation, 24/7 elbow-to-elbow support.

. Utilized Healthstream for LMS.

. Provided cut-over and go-live support for the following 4 hospitals:

C PMC- Saint Luke's Campus, 228 beds

C PMC - Pacific Campus, 539 beds

C PMC - California Campus,785 beds

C PMC - Davies Campus, 200 beds

UCLA Health System-

EPIC(2010) Credentialed Trainer 9/2012 - 7/2013

Edited, tested, and provided updates to lesson plans for ongoing classes.

Wrote post go-live CareConnect tip-sheets for physicians.

Composed eLearning scripts.

Lead classroom training for 19,000 Physicians, Residents, Fellows, and

Medical Students for the Inpatient Orders team.

Trained and coached fellow trainers.

Specialized in Psychiatric, Surgical, Inpatient, Meaningful Use, and Core

Measures.

Assisted physicians with customizing their Templates, SmartTools, Orders,

and Ordersets.

Big-Bang implementation, provided 24/7 elbow-to-elbow support.

Provided cut-over and go-live support for the following 5 hospitals:

UCLA Ronald Reagan Hospital, 520 beds

UCLA Santa Monica Hospital, 266 beds

Mattel Children's Hospital UCLA, 146 beds

UCLA Resnick Neuropsychiatric Hospital, 74 beds

UCLA CHS (Center for Health Sciences), 25beds

Saber Consulting

Computer/Software Trainer (part-time) 2010-Present

Recruit for adult computer training courses.

Provide evening training and tutorials to adults three or four times per

week.

Train basic computer skills, Microsoft Suite and Internet basics.

Responsible for coordinating logistics of classes

Direct Educational Staffing

Substitute Teacher - English Language Arts/Theatre 2011 - 2012

Arts

Filled various long-term teaching vacancies in high schools and middle

schools throughout the South Los Angeles Area.

Benji's Special Education Academy

Teacher-English Language Arts/Theatre Arts 2009 - 2011

Designed and taught weekly lesson plans in Theatre Arts and core subjects

English and Social Studies for at risk students.

Taught high school students who were diagnosed with special educational

needs ranging from academic to emotional.

Arranged meetings with parents to discuss the needs of each student and

how to improve their class work, study habits, etc.

Instructed six classes per day with 5 - 25 students.

Chaired the Pathway to College department to assist students with

applications, financial aid and enrollment essays.

Dallas Independent School District

Teacher- Theatre Arts/Public Speaking 2005 -2009

State-certified secondary teacher of Theatre Arts/Public Speaking.

Designed and taught daily performance classes in physical and verbal

comedy, beginning and advanced acting and performance art.

Designed and taught classes on public speaking, argumentation and debate.

Taught the technical aspects of theatre and supervised student led

productions.

Created lesson plans for speech and theatre arts.

Instructed six classes per day with 35 - 45 students.

Coordinated with the English/Language Arts department to ensure my

lessons were supportive of the ELA department.

Conducted parent/teacher conferences and parent/teacher/student

conferences.

Straughter's Staffing

Staffing Manager 1998 -2005

Recruited, screened, interviewed, assessed and placed candidates.

Performed reference-checking procedures on all candidates to confirm past

performance.

Conducted criminal background checks.

Managed an employee database in regard to W4's, I9's, Worker's

Compensation.

Maintained and documented candidate communication.

Assessed client position requirements, wrote complete job orders and

appropriately matched candidates to meet client needs and expectations.

Managed job postings on Internet job search websites. Assisted with

payroll reconciliation and payroll distribution.

Managed collection activity that included working with clients to resolve

outstanding invoices, created and managed Excel spreadsheet to track

client invoice payments.

Software

Adobe Acrobat Pro, Camtasia, Captivate 5.0 Microsoft Office Suite, MS

Project, MS SharePoint, Snagit, Articulate Storyline, Avaya, Verint,

Elite Multi Channel.

EDUCATION and CREDENTIALS

EPIC Credentialed - Ambulatory, Orders, Clindoc & Stork

CSU Dominguez Hills - Theatre Arts, BA

CSU Dominguez Hills - Certificate Meeting and Event Planning

Texas Educator Certification, Theatre Arts EC-12

Texas Educator Certification, Generalist 4 - 8

California Certification, Multiple Subject Credential

References Available Upon Request

Contact this candidate