Molly Jackson

Certified Training Generalist

PERSONAL PROFILE

I am a certified Training Generalist, with experience in classroom and virtual training, distance learning, instructional design, and technical writing, and have over 25 years of experience in the insurance industry. Throughout my career, I have done extensive work in program development, performance management, and process improvement, with exceptional feedback and results. JOB HISTORY

Liberty Mutual – Sr. Technical Assistant – Claims Services November, 2015 - Present

IEX Workforce Management temp assignment; Nesting Mentor; Customer Service recognition; Intake of auto, liability, worker’s compensation, property, and disability claims; process improvement; call center; WE@Liberty projects and

presentations; North American Specialty Claims Services Standard Insurance –Technical Trainer

May 2000 - March 2015

Program manager; Premium calculations and accounting; Billing management; Collections; Instructional design; classroom and virtual facilitating; technical writing; eLearning; quality assurance; performance management and consulting; gap and needs assessment; subject matter expert; voice talent

EDUCATION

Portland State University – BS Social Science, 2009 Western Oregon State – Secondary Education

PROFESSIONAL QUALIFICATIONS AND EXPERIENCE

Learning and Development

· Rapid content development: Underwriting, Drafting, Customer Service, Policyholder Services, Premium and Accounting; Call Center Operations

· Complete and accurate needs assessment and training deployment; gap training

· Successful course and curriculum development and design using advanced Adult Learning Theory

· Complete role immersion

· Complete process mapping and documenting

· Vendor relations

· Technical manual and job aid authoring; Instructional design using ADDIE model

· Subject matter expertise

· Successful manager, stakeholder, and SME engagement

· Performance consulting with multiple lines of business References

· Elissa Hare, PhD

503-***-****

· Darci Eisele

503-***-****

Certifications

· Certified Training Generalist

· Life and Annuities agent

· Service Mentor

· 100% Proficiency

· ACT National Career Readiness

· LOMA Associate

Community

· Social Justice leadership

· Archdiocese of Portland faith formation

· Little League Baseball coach and volunteer

· Girl Scouts of America coach and leader

Expertise

· Microsoft Office

· Learning Management systems (Training

Partner)

· Knowledge Management systems (Robohelp,

Inkling)

· Employee benefits, HIPAA, property, and

liability insurance

· Skype, Go to Meeting, Teams, and other

virtual platforms

· Video and audio editing; Sony Sound Forge

Skills

· Performance consulting and talent

development

· Presentation skills

· Facilitation and leadership

· Logistics and change management

· Role immersion

· Coaching, development, and mentoring

· ADDIE and Advanced Adult Learning Theory

· eLearning design and development

Contact

· 503-***-****

· ad2jih@r.postjobfree.com

Training

· Engaging classroom facilitation

· Mandel Presentation Skills

· Ongoing creation and deployment of accurate, specific training objectives

· Effective Customer Service training across disciplines using Ulysses Service Mentor

· Development and mentoring of Subject Matter Experts; Train the Trainer

· Successful national and international virtual training

· Creating, training to, and meeting of training objectives and expectations

· Assessment, creation and deployment of project-related training, including soft skills, new product development, and technology changes

· Successful collaboration across business functions, creating and establishing integral business relationships between management, stakeholders, key players, subject matter experts, and individual contributors

· Successful cross-function training between business partners (i.e. Underwriting and Benefits; IT and Annuities)

· Participation in and management of multiple, over-lapping mass hiring events; coordinating training calendars, SME schedules, room booking, material preparation, content revisions; ensuring all training objectives are met and employees have the resources and support they need once they leave the classroom

Performance Management

· Development and implementation of Quality Assurance standards, metrics and practices

· Knowledge management and performance tracking with virtual libraries and Learning Management Systems

· Ongoing employee mentoring and coaching

· Managerial feedback on expected outcomes and individual performance

· Accurate archiving and versioning of all training content, allowing for successful retrieval for legal/discovery purposes

· Creation and deployment of course exams and surveys Account Management

· Accounting and reconciling of accounts

· Commission calculation and broker services

· Member and group premium calculation

· Premium audits

· Voluntary and non-payment terminations and reinstatements

· Collections and write-offs; quality assurance

· New customer implementation

· Customer service

Contact this candidate