Training Specialist Call Center

Amanda Sisney

*******@*******.*** 918-***-**** linkedin.com/in/amanda-sisney-1873571aa

Summary

Training Specialist with a decade-long background working in a call center environment; 3 years of leadership experience, and 1 year of employee Learning and Development

Multi-Program BPO Trainer Remote & Onsite Instruction Delivery Advanced knowledge of both Google and Microsoft Suites

Experience

Training Specialist

Ubiquity Global Services

Jun 2022 - June 2023 (1 year)

oPlanned and organized complete training agendas conceptualizing all onboarding, orientation, and training needs for each assigned client program.

oCreated various strategies to aid in staff development (e-learning, instructional facilitation, and content development)

oUtilized InTouch Learning Management Software tools to track and monitor training and compliance activities, attendance, attrition, and performance data in

oEnhanced efficiency and conceptualized training materials covering compliance regulations and job requirements with the creation of training presentations, job aids, and learning activities

oExperience maintaining multiple training programs simultaneously, organizing resources, program reports, and employee trackers

Member Relations Representative: Medicaid / CHIP

Ubiquity Global Services

Oct 2021 - Jun 2022 (9 months)

oProvided accurate and satisfactory responses caller inquiries concerning the Medicaid and CHIP programs and/or any member/plan-specific questions; de-escalated unsatisfied callers - or if unable to find resolve, aided members in filing complaints/grievances.

oReview member accounts to provide updated information regarding requested benefit coverage information, claims inquiries, authorization checks, provider updates, and plan material needs.

oAssist callers with inquiries relating to eligibility, benefits, plan usage, provider updates while adhering to all HIPPA and Regulatory guidelines.

Personal Shopper / Delivery Driver

Shipt / DoorDash

Apr 2018 – Oct 2021 (2 years 7months)

oShopped, purchased, and delivered orders claimed via Shipt's mobile app

oInitially a part-time source of income that became full-time after the Pandemic began.

Help Desk Representative

Mphasis

May 2019 - Mar 2020 (11 months)

oAnswered inbound calls to resolve a diverse range of technical issues across multiple systems and/or

oapplications for corporate end-users across the globe.

oUtilized the provided Knowledge Base to apply troubleshooting techniques including remote desktop management when necessary.

oCommunicated with software development team to report/update known error processes and assisted in deployment of newly released software.

Technical Support Representative

Concentrix

Apr 2018 - Oct 2018 (7 months)

oMonitored systems in operation and input commands to troubleshoot areas such as iOS and MacOS.

oDocumented all transactions and support interactions in system for future reference and addition to knowledge base.

oFollowed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Education

Colorado State University Global

Bachelor of Science, Human Resources Management 2018 – Present

Skills

Employee Training • Instructional Design • Classroom Training • E-Learning • Performance Management Tools • Learning Management Systems • Amazon Web Services (AWS) • Salesforce Training • Health Insurance MCO • Genesys Pure Connect • Microsoft Office 365 with Outlook • WebEx • Cisco Jabber • Business Reporting

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