*** ****** ****** ***** *** ***, Arlington, TX ***18 601-***-**** ad2i6p@r.postjobfree.com

Robin E. Wilson

Professional Synopsis

Result driven dynamic learning and performance professional with over 15 years of successful training, implementation, and leader development experience. Adept at assessing situations, analyzing facts and implementing a common sense approach in developing alternative courses of action to achieve desired outcomes. A versatile decisive leader with uncompromising personal integrity and candor. Comfortable with mastering new technologies, methodologies and products. Passionate life-long learner who seeks to empower others with knowledge and expertise.

Professional Experience

Leadership

Strong analytical, critical thinking and decision making capabilities

Projects self-confidence, authority, and enthusiasm

Demonstrated ability to build relationships and effectively collaborate with all levels of leadership and business partners

Training

Keen ability of reading audiences and adjusting delivery style and approach to maximize the impact of learning

Trained and experienced in the Adult Experiential Learning Model

Experienced with multiple Learning Management Systems (LMS)

Customer Service

Ability to remain calm and professional when dealing with difficult interactions

Deploys active listening skills to derive to the un-ask questions and solutions

Possess exceptional interpersonal and problem solving skills

Work History and Selected Accomplishments

MAY 2022 TO PRESENT

BODILY INJURY CLAIMS SPECIALIST, STATE FARM INSURANCE, RICHARDSON, TX

Job Description: Investiges, evaluates, negotiates, and settle bodily Injury and property claims. Applies knowledge of policies, and insurance regulations when determining coverage, liability damages.

MARCH 2021 TO APRIL 2022

OPERATIONAL TRAINER (CLAIMS CUSTOMER SERVICE), U.S. HEALTHCARE GROUP, FORT WORTH, TX

Job Description: Managed end to end knowledge transfer. Delivered new hire and incumbent job specific training using innovative methods that increased retention and enhanced cost effectiveness, basis approved standardized curriculum. Delivered ongoing refresher training based on development needs. Responsible for measuring and tracking pre and post training performance, Partnered with leadership to provide coaching during training. Reviewed and updated training materials and SOP’s.

MARCH 2019 TO JANUARY 2021

HEALTH CONCIERGE, AETNA HEALTH INSURANCE, ARLINGTON, TX

Job Description: Customer Advocate. Answered questions and resolved issues as a single point of contact based on phone calls for members and providers. Anticipated customer needs and provided the customer with related information by asking probing questions. Educated and assisted members on various elements of benefit plan information and available services. Took immediate action when confronted with a problem or made aware of a situation. Took ownership of each customer contact to resolve their issues and connected them with additional services as appropriate. Provided claim status information, benefit coverage interpretations, and explained plan eligibility.

OCTOBER 2016 TO JANUARY 2019

TRAINING SITE LEADER, U. S. ARMY RESERVE, 7TH BATTALION, 94TH DIVISION, CAMP PARKS, CA

Job Description: Accountable for supervising, training and planning day to day operations of a military academy. Responsible for leading, mentoring and professionally developing a team of 10 Soldiers. Managed high-level LMS functions which included monitoring course content, course approvals, and assessments. Briefed senior leadership on the status of the training site and future continuity plans.

Instructional Leader; provided guidance and direction to active duty and reserve instructors

Managed complex long term training environments

Evaluated training effectiveness through instructor evaluations, participant focus groups, and end of course critiques

MAY 2014 TO JANUARY 2017

CORPORATE TRAINER FACILITATOR (CLAIMS), AETNA HEALTH INSURANCE, ARLINGTON, TX

Job Description: Facilitated new hire orientation classes in live and virtual environments. Coordinated registrations of participants through the LMS and updated the LMS upon completion of training. Worked with local business leaders to align performance variables required to ensure applicability of training on the job. Supervised all aspects of student performance and provided feedback to upper management.

Redesigned and deployed refresher training modules

Effectively delivered presentations that engaged the participants and produced intended results

APRIL 2005 TO OCTOBER 2013

SENIOR INSTRUCTOR / TRAINER (HUMAN RECOURSES), U. S. ARMY RESERVE, 7TH BATTALION, 94TH TRAINING DIVISION, FORT DEVENS, MA

Job Description: Responsible for class development, coordination, preparation, and subject matter. Led small group and individual tutoring/counseling, developed and delivered course lectures, monitored student learning and progress. Assisted with maintenance of the LMS which included designating and maintaining user roles and accounts. Mentored and encouraged junior instructors to obtain next level certifications.

Key contributor to the Human Resources course redesign and Proof of Concept

Appointed as the Battalion’s Army Learning Model (ALM) Manager

OCTOBER 2007 TO FEBURARY 2009

TRAINER (SALES), HOWARD TECHNOLOGY SOLUTIONS, ELLISVILLE, MS

Job Description: Prepared and coached new and tenured sales associates to effectively perform their task by providing training on technology products, customer service, best business practices, sales techniques and scenarios, and other topics as needed. Provided feedback and coaching to associates in one-on-one and group settings. Developed evaluation tools to measure progress and to evaluate effectiveness of training. Retrained and provided modernized training for associates as needed.

JANUARY 2005 TO MARCH 2007

BODILY INJURY CLAIMS ADJUSTER, GOVERNMENT EMPLOYEES INSURANCE COMPANY, MACON, GA

Job Description: Conducted investigations to determine policy coverage and details of the loss. Analyzed information and determined the company’s liability under the policy contract. Evaluated claims and negotiated property damage and bodily injury settlements.

Instrumental in uncovering a fraudulent claim ring saving the company over $50,000.00

Consistently praised for meeting time sensitive deadlines

Education and Licenses

Alcorn State University, Lorman, MS Bachelors of Science, Business Administration

Insurance

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