Customer Service Training Specialist

Ralph Manacchio

North Haven, CT ***** (***) ***-*12/6 **********@*****.*** linkedin.com/in/ralph-manacchio

TRAINING SPECIALIST, FIELD MANAGMENT

Collaborative and results-driven training leader facilitating Field Force training activities. Spearhead all planning and implementing of training programs and training events related to product knowledge, employee adoption skills, and skill development activities & workshops. Drive on-line Field Force training for all new hires. Enthusiastic leader that consistently directs team to meet commitments.

PROFESSIONAL EXPERIENCE

KNIGHTS OF COLUMBUS, New Haven, CT

Training Specialist, LMS Administrator 2019-present

Accountable for the Learning Management System (LMS) for all external and internal training for all existing/new agents.

Develop field force capabilities (skills, behavior, knowledge) to ensure continuous improvement of our field performance/activities to positively influence customer’s behavior, delivering performance and building Knights of Columbus long term business.

Collaborate within all functional departments the training framework, training plan and road map for different roles with clear objectives to be aligned with the competency frameworks.

Organize and deliver field force training programs and in an interactive manner (Podcast or training current/new host) in a timely manner.

Collaborate in the monthly virtual New Agent School monthly.

Attend meetings for new/existing training material to keep current on all functional departments.

Conducts testing of all training material when there are any new update/version/new enhancements being released to the Field Force.

Produce weekly reports to LMS Leadership and all functional departments with training matrix for internal/external employees.

Provide technical assistance, as required, to all Field Force.

KNIGHTS OF COLUMBUS, New Haven, CT

Team Lead, Field Technology Department 2017-2019

Manage the day-to-day operations of the Field Technology Call Center.

Responsible for weekly reporting of the workflow for the Call Center.

oRecord and update on-time training metrics: training summary reports, individual training records, etc for management information

oAdministration of on-going learning progress and knowledge tests

oDistribute plans for all training participants seeking active contribution from trainees and managers.

Responsible for creation of new Sales Agents and Administrators to the Field Force within SmartOffice and LDAP.

Oversee all agency changes in the Field Force within SmartOffice.

Provide technical assistance to the Field Force on all applications.

Primary tester for all new and updated version being released to the Field Force.

Author of procedures and work instructions for business programs used by the Field Force.

Evaluated new software and trained on existing upgrades in existing software to remain current in industry standards.

oFor approved upgraded software systems, managed updated training for all employees.

Collaborated in monthly New Agent School held at Knights of Columbus Supreme Office.

KNIGHTS OF COLUMBUS, New Haven, CT

Department Technician, Field Technology Department 2014-2017

Collaborated in monthly New Agent School held at Knights of Columbus Supreme Office.

Provide technical assistance to the Field Force on all system applications for human resources.

Install all programs on new and existing Field Force Agent’s laptops.

Tester of all programs for new update/versions released to the Field Force.

Co-contributor to procedures/articles for programs used by the Field Force

KNIGHTS OF COLUMBUS, New Haven, CT

Supervisor Policy,

Document Change/Conservation/Social Security 2013-2014

Supervisor of the Policy Document Change, Conservation & Social Security Division of the Certificate Service Department.

Responsible for daily communication and collaboration with all clients and Knights of Columbus Field Force to manage all day-to-day queries and utilization of validated documentation of all policies and personal documentation (not limited to beneficiary changes, change of ownership, validation of wills and trust/transfer of ownership).

Oversee day-to-day operations of all workflows associated with Policy Document Change, Conservation & Social Security Divisions of the Knights of Columbus.

Primary contact with the Field Force of the Knights of Columbus daily.

Responsible of daily/monthly reports for all validated documentation of beneficiary changes, change of ownership, validation of wills and trust/transfer of ownership.

Attend Monthly Staff Meetings

Responsible for the training of existing/new employees.

KNIGHTS OF COLUMBUS, New Haven, CT

Conservation Clerk/Policy Document Change Clerk,

Conservation Division 2011-2013

Call service representative to the Field Force and members of the Conservation Division

Cross-departmental daily communication on conserving policies and call center triage (Beneficiaries, Absolute Assignments, Hold Harmless and Collateral Assignments)

Cross Trained in Policy Values: RMD’S, Partial Withdrawals, Surrenders.

Collaborated in Cash Values (Ingenium & Life 70), Dictation and Mail Desk

KNIGHTS OF COLUMBUS, New Haven, CT

Mail Clerk/Agency Department 2010-2011

Responsible for all mail sorting to the Field Force.

Review of all policy inquiries using internal system, Ingenium

SYSTEM EXPERIENCE

SmartOffice, Navigator, Profiles & Forecaster, KofC & Dualife Illustration Software, Agent Portal, E-APP and PCM (Pending Case Module), U.S & Canadian Rate Books, Cornerstone, Ingenium, Life 70, AWD, Navigator, Serena, PageCenter X, Agent Portal, Shield (E-APP), Lotus Notes, IDM.

PROFESSIONAL DEVELOPMENT

Information Mapping Foundation and Mastering Successful Policies and Procedures - 2020

E-Learning Instructional Design Certificate ATD - 2021

Writing for Instructional Design and Training Certificate ATD - 2022

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