LaKesa Dennison

PO Box ****

Citra, FL *****

407-***-**** acssje@r.postjobfree.com

WORK EXPERIENCE

Contract New Hire CSR Trainer, August-2014 November-2014; Cognosante for General Dynamics Tampa, FL

Conducted training for New Hire CSR

Trained CSR to answer calls for the Marketplace to support the Affordable Care Act

Technical trainer/Oracle system

Demonstrate systems and tools to be used

Maintain records of training activities and report training metrics to supervision timely

Deliver high-quality training presentations in a classroom

Administer Final Assessment and Call Certification

Insurance SME

Soft Skills

Track success in LMS

Oracle Software Trainer

Call Listening training via Verint

Part-Time Insurance Instructor, February-2014 – May-2014; Hilda Tucker Insurance School Gainesville, FL

Instruct continued education courses for 2-20 and 2-15 insurance licenses

Instruct licensing courses for 2-20 and 2-15 insurance licensing

Part-time online instructor

Corporate/Contract Trainer, October-2013 – May-2014; The Training Associates Orlando, FL

EarthLink Business Phone System Certified Trainer – Conduct customer training on how to use their business phone system as an administrator or BG administrator, phone functions and features; VOIP

Contract Trainer

Contract/Temp Corporate Trainer, August -2012 – October-2013; ALLSTATE/VANYIL, LLC Northbrook, IL

Train-the-Trainer program for system software training, processes training, and product knowledge training

Traveling contract corporate trainer, countrywide.

Maintain records of training activities

Deliver training programs in both formal and informal settings

Effectively use various presentation and instructional media to enhance delivery

Conduct live instructor-lead and WebEx virtual trainings

Participate in the design of course curriculum, learning objectives, training aids, and hands-on scenarios

Incorporate motivating, creative, and interactive training techniques to enhance training experience

Maintain personal training and travel schedules, maintain records related to time tracking

Maintain expenditures and travel within guidelines and submit expenses per timelines.

Evaluating the impact and effectiveness of training programs.

Serve as back-up trainer to the other trainers if the occasion arises

Providing on-going coaching, training and business building

Expert on product knowledge and company procedures

LexisNexis system

Technical software training

90% travel

Trainer; July-2011 – June -2012; Connextions, Inc. (Kaiser Permanente) Orlando, FL

Conducted training sessions to employees on various topics to assist customers and clients in a call center setting. The major duties included:

oTechnical training for computer hardware, software and equipment

oCompany orientation for new employees

oCompany process and job training

oIndividual coaching, as required

Develop teaching aids that include training manuals, demo models, quick reference material and visual aids

Create and maintain training materials to provide coaching and instruction

Analyze and recommend implementing improved processes

Participate in creating, facilitating, and advising initial and ongoing training initiatives to/with operations staff

Formulate training policies and schedules utilizing needs analysis, company production processes, business systems or change in product, procedures or services

Perform administrative and other duties as assigned

Trainer Certification

Agent/Principle; September-2009 – July-2011; K&K Insurance and Business Services, Inc. Kissimmee, FL

Self-employed selling P&C insurance and Life, Health and Annuities.

Scheduled and attended appointments to educate the client and see to their insurance needs.

Overseeing all other insurance processes and office operations

Recruiting, interviewing and hiring of new brokers that met company standards

Evaluating the impact and effectiveness of training programs

Medicare Enrollment; October-2009 – December-2009; Aerotek Staffing Hialeah, FL

Educated customers on Medicare health plans

Enrolled customers in Medicare health plans

AEP for Medicare eligible recipients.

Customer Service for Medicare Plan Info Enrollment

Senior Manager/Commercial Lines Agent; November-2008 – September- 2009; Hunt Club Insurance & Financial Group Apopka, FL

Schedule and attend appointments to educate the client and see to their insurance needs on commercial insurance lines

Selling all lines of insurance and financial products.

Wrote commercial lines and all other lines of insurance policies.

2-20 Licensed Insurance Sales Representative; January- 2008 – September-2008; Liberty Mutual Lake Mary, FL

Wrote auto and homeowner's policies in 39 US states.

Educated prospects on property and auto coverage’s, RCE, premiums and payment options

Licensed 4-40 Insurance Customer Service Rep; May-2005 – December- 2007; Paula Washington Allstate Agency Newberry, FL

Wrote property and casualty lines of insurance.

Educated customer on their insurance needs.

Served as Office Manager with duties of opening and closing the office, End of day reports, remittance, policy changes and any other situations that came about

Education

B.S. in Business Administration and Human Resources Management, Colorado Tech University On-Line Currently enrolled. Anticipated Graduation Date: 9/2015

Certificate of Completion, 24 hrs., Using Social Media in Business, Mercer County Community College Completion Date: January 2014

Phone Systems Trainer Certification,Complete Communications Services, Inc. December 2013

Trainer Certification, July 2011, Connextions Orlando, Florida

Certification, Insurance 2-15 Life, Health & Variable Annuity, October 2008 - October 2008 Central Florida Insurance School Altamonte Springs, FL currently hold this license.

Certification, Insurance 2-20 Licensure, January 2008 - February 2008 Santa Fe Community College Gainesville, FL; currently hold this license.

Certification, Insurance 4-40 Licensure, May 2005 - June 2005 Santa Fe Community College Gainesville, FL

Honors High School Diploma, North Marion High School, Citra, Florida Graduated June 3, 1995

Professional Summary

Over 8 years of experience in the insurance industry with all lines of business. Currently hold a Florida resident agent 2-15 Life, Health & Variable Annuities license as well as holding a license in several other states. Outstanding ability to communicate with executives within companies to identify business development opportunities for existing and potential customer base, efficiently manages travel, expenses and other administrative logistics, provide hands-on, one on one, virtual/WebEx, classroom or group training. Great ability to multi-task and stay positive in highly challenging environments; Experience in insurance, insurance call center training and quality assurance, banking, retail and sales training. As well as soft skills.

SKILLS

Microsoft Word, Excel, PowerPoint; Access, Outlook, SharePoint, eLearning & Instructional Design, Typing: 70 wpm

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