Management Training

Alicia Williams

Instructional Developer - MarketSource, Change Management

Franklin, TN

**************@***.*** - 678-***-****

Results driven training and development professional with over ten years of project management, business processing and information mapping, enterprise content management and curriculum development experience obtained while working in higher education for Michigan State University to Fortune 500 companies Cox, AT&T and McKesson; My practical skills include but not limited to:

• Presentation and Group Facilitation • Instructional Development • Learning Management System Administration

• Website Design and Development • Train-the-Trainer • Career Development/Counseling

• Event Planning • Human Resources • Student Affairs

• Team Lead • Test Administration • Training Consultant WORK EXPERIENCE

EMR Instructional Developer

CHS Inc. - Franklin, TN - June 2015 to Present

Responsibilities

Created standardized training materials for hospital staff and personnel; Documented workflow processes and developed the appropriate learning interventions.

Instructional Developer

MarketSource, Change Management - Alpharetta, GA - August 2013 to May 2015 Collaborated with Program Managers and Program Directors to develop standardized operational policies and procedures.

• Conducted training needs analysis to identify and implement the appropriate learning interventions to improve employee job performance.

• Defined training curriculums and materials and developed training job aids for Retail and Commercial Programs using the Customer Relationship Management tool, SalesForce.com.

• Evaluate current business processes and recommend solutions for improvements. Create, update, review and approve documentation for new and existing business processes, using Visio.

• Served as a Project Lead to track and coordinate the development of a leadership training curriculum for Program Management and Program Directors; collaborated with a team of multimedia designer, instructional designer, business process engineer and trainer.

Training Consultant

WellPoint - Jawood - Columbus, GA - April 2013 to August 2013 Conducted training at offsite vendor locations in to communicate procedural and workflow updates related to the National Health Care Reform legislation for Enrollment and Billing classes with over twenty (20) employees weekly, via phone, classroom or one-on-one.

• Identified appropriate and implement interventions to improve employee job performance, included development of job aids, re-training and coaching impacting individual and small group members.

• Consulted with management to identify training needs of new hires to define training schedules and performance improvement plans, needs assessments and training materials.

• Trained on Gemini, Underwriting, Lync, Application (MUWS), BPM, hCentive, WEM, Consumer Experience desktop, TransCentral View (web to cash), Ultera and ISG. Training and Development Consultant

Cox Media Group (Client) - Atlanta, GA - November 2012 to February 2013 Served as Project Lead to identify and documented business, system and user requirements to implement Taleo Learn, learning management system, and participated in UAT sessions.

• Identified resources required to maintain learning management system, including wrote job description and user guides.

• Collaborated with cross functional project team members responsible for interfaces, developing reports and data conversion.

• Developed end user documentation and training for internal Learn system administrators.

• Created presentations for Human Resources Managers and Leaders explaining new Integrated Talent Management Project: Fusion Goal Management and Performance and Taleo Learn.

• Conducted weekly stakeholder meetings to update management on the implementations projects: Fusion Goal Management and Performance and Taleo Learn.

• Attended weekly Joint Application Development (JAD) meetings to discuss the configuration and maintenance of the Fusion Goal Management and Taleo Learn modules.

• Completed Taleo Learn System Administration courses: Learn System and User Configuration and Learn Prepare and Distribute Content.

HR Records Administration Team Leader

McKesson Corporate - Alpharetta, GA - October 2011 to November 2012 Responsible for delivering HR Records Administration imaging project against agreed scope, $150K budget, schedule & management expectations.

• Monitored imaging project risks and scope creep to identify potential problems and proactively identify solutions to address them in advance.

• Escalated promptly any issues that may impact operations.

• Produced project plans, weekly budget and status reports, risk logs, requests for change.

• Conducted meetings to manage client expectations by ensuring the delivery of the highest quality service and respond to client feedback.

• Supervised four employees responsible for administering: I-9 and e-verify, WOTC, New York and California Wage Theft Act, records management, reduction in workforce and digital imaging personnel records project.

• Conducted monthly one-on-one sessions with employees to promote employee development and to ensure department goals are met.

• Worked with business partners to document Standard Operating Procedures (SOP), and supported the implementation of the process changes to the digital repository and employment verification. Developed curriculum to train new human resource staff on various processes: I-9 and e-verify, WOTC, New York and California Wage Theft Act, records management and digital imaging personnel records project..

• Coordinated the logistics for a human resources training event (training room scheduling, working with vendors to provide catering, hotel accommodations, supplies and airfare) for the HR Shared Services division remaining under $75000 budget.

Technical Course Developer

McKesson Provider Technology Education Solutions - Alpharetta, GA - December 2009 to October 2011 Developed end user educational courses (webinars and instructor led) for external and internal customers using Admin-Rx, HEO, HED.

• Created assessments and simulations, using Captivate and QuestionMark.

• Recommended educational interventions for end user projects, including performing gap analysis for STAR project.

• Taught the Employee Readiness department to teach MS Office in their new hire classes.

• Supported the corporate diversity initiative, appointed as an External Relations / Brand Awareness co-chair for employee resources group to organize community service and employee engagement events. AT & T Mobility, Atlanta, GA

Senior Training Manager/Instructor

System Training & New Initiatives - September 2007 to December 2009 Served as Project Manager for system release training utilizing various tools including PRISM and SharePoint. Led a team of Instructional Designers.

• Analyzed or assisted with the analysis of client needs and use a variety of instructional design techniques to design, develop, and maintain instructor-led, web-based, assessments, and other types of learning interventions, using Lectora, MS PowerPoint and MS Word.

• Delivered train-the-trainer (T3) sessions and work with the T3 Trainer for this group on the first set of T3s.

• Served as a key training interface with other functional training departments and groups.

• Build bridges with national Methods and Procedures and other groups.

• Received two Peer Recognition of Employee Achievement acknowledgements in December, 2008.

• Received a HR Service Leader Award for actions demonstrating the AT&T Customer Rules!

• Completed SCOBi/TCG training.

• Served as a Curriculum Developer, Technical Services team, analyzed current training materials to standardize enterprise training course offerings; Conducted pre-design analysis to produce step level descriptions or flow charts of job tasks.

Specialist, Trainer, Hospital Services

American Red Cross - Douglasville, GA - February 2007 to September 2007 Served as a supervisor in the Hospital Services, which included training new Hospital Services employees and contractors, supported scheduling, staffing and performance improvement efforts, enforced policies and procedures.

• Coordinated training materials and created orientation materials, using MS Office and SnagIt.

• Tracked employee development on the learning management system. HR Senior Services Representative, Corporate Education and Employee Development Blue Cross Blue Shield of MI - Detroit, MI - May 2000 to December 2006 Served as a Learning Management Systems Administrator on HIPAA Implementation team by creating and maintaining employee course curriculum, user accounts and passwords, using Knowledgewire ®, a custom learning management system. Received a corporate award.

* Managed the on-site college and tuition assistance program called Opportunity You, which served over 900 employees.

* Supported the HIPAA Implementation of a new online compliance training implementation, by identifying, notifying and tracking over 1,000 contractors required to complete training.

* Served on the Selection System Implementation team to perform job analysis functions, including facilitation validation and feedback sessions, used to implement a new selection system process for various positions, such as customer service representatives, team leaders and general clerical. Received a corporate award, SPOT. Certified as a Wonderlic Test Administrator.

* Served as webmaster to maintain and update department website, including HIPAA compliance website using Dreamweaver, SnagIt, MS FrontPage and HTML

* Created instructor-led courses and online survey materials for both technical and soft skills, using MS PowerPoint 2007 and MS Word 2007, which includes Neptune Intelligent Computer Equipment (NICE), Work Management System (WMS), National Account Service Company (NASCO) processing system, Benefit Overview, Interviewing and Selecting High Performing Employees, Selection System Administration, LOCAL and Aspect, evaluated team leader performance.

* Served as a Senior Analyst-System Liaison, HIPAA Compliance Project on the HIPPA Medical Code Sets Implementation Team by working with management to collect medical code set data, create and maintained MS Access database used to generate reports and track code implementation for HIPAA Medical Code Sets, Quality Assurance Team.

* Acted as a Project Lead - Instructional Developer for the Documentation, Design and Development team to support various online implementations to update the online policies and procedures for various customers, including MESSA Choices, ProQuest, Aeroquip, and Metaldyne. Operational Trainer, Membership and Billing, and Group Inquiry Blue Care Network - Southfield, MI - February 1999 to May 2000 Instructed over thirty (30) end-users weekly, via phone, classroom or one-on-one, on resolutions to various software product issues, including STAR, MACESS, MS Office 97, MS Outlook, MS Windows NT, and MS PowerPoint.

• Consulted with management and IS to identify training needs of new hires and current staff, developed training procedures and policies for three departments, which involved: defining training schedules and performance improvement plans, needs assessments and implement a standard computer based training using STAR. Designed, developed and implemented approximately ten (10) training modules and job aides, using MS Word and MS PowerPoint, for new hires and current employees on various departmental topics: underwriting, enrollment processing, group inquiry

EDUCATION

Master of Science in Management, Strategy and Leadership Michigan State University - East Lansing, MI

2015 to 2016

Masters of Arts in Education Administration

Michigan State University - East Lansing, MI

Bachelor of Arts in Human Resources

Michigan State University - East Lansing, MI

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