Learning & Development Specialist

PROFESSIONAL SUMMARY

** ***** ** ********** ******* in Learning & Development in a variety of industries where I have filled different roles. I possess an 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. I possess the great ability to multi-task and stay positive in highly challenging environments. Experience in instructional design from the analysis stage of development, insurance, insurance call center training and quality assurance, banking, logistics training, retail and sales training, and virtual Instructor Lead Training; I am also have experience with sales and marketing techniques.

WORK EXPERIENCE

Implementation Trainer, July-2023—February-2024; TEKsystems for Diverzify, Atlanta, GA

On-site training delivery to workforce of Saleforce and IFS systems

Trained different personas/roles across the organization on Salesforce and IFS

Evaluated and tracked risks throughout training delivery during the implementation

Report and track issues

Lead onsite training team on delivery

Systems: Salesforce and IFS

Content creation for refresher training

SAP End-User and Technical Trainer, September-2022—June-2023; Dominion Energy, Richmond, VA

Deliver virtual SAP End-User training to new users

Track Attendance

Report Issues

Monitor progress reports for the learners in the Learning Management System

Submit system and content bugs for updating and correcting

Facilitate Proficiency Labs alongside Content Delivery

Senior Knowledge and Learning Specialist II, January-2022—August-2022; Aditi Consulting for Zebra Technologies, Bellevue, WA

Creation and development of engaging learning program to support software solutions

Establishing course objectives, identification of an audience, determining delivery methods

Work with Subject Matter Experts throughout the development process

Planning training activities

Creation of course outlines and storyboards for LMS creation for SAP

Virtual Medicare Sales Trainer, June-2021—October-2021; TrainingFolks for Aon Retiree Health Exchange, Lincolnshire, IL

Conduct annual training and development needs assessment

Propose training and development programs and objectives.

Maintain virtual training environment effectively, administer learning activities,

Train and coach managers, team leaders and others involved in employee development efforts.

Work effectively as a team member with other members of management and the HR staff.

Conduct training sessions covering specified areas such as on-the-job training, refresher training, and new hire training within CRM and Salesforce

Modify programs as needed.

Select or develop teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials and reference works.

Test trainees to measure progress and to evaluate effectiveness of training.

Report on progress of employees under guidance during training periods

Virtual Medicare Sales Trainer, December-2020—April-2021; E-Telequote Insurance, INC, Clearwater, FL

Conduct annual training and development needs assessment.

Propose training and development programs and objectives.

Maintain virtual training environment effectively, administer learning activities,

Train and coach managers, team leaders and others involved in employee development efforts.

Work effectively as a team member with other members of management and the HR staff.

Conduct training sessions covering specified areas such as on-the-job training, refresher training, and new hire training within CRM and Salesforce

Modify programs as needed.

Select or develop teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials and reference works.

Test trainees to measure progress and to evaluate effectiveness of training.

Report on progress of employees under guidance during training periods.

Training Specialist, March-2019—October-2020; Election Systems & Software, Omaha, NE

Train clients on-site on election systems hardware

Perform training on the client sites for election systems software

Interactive training course

Maintain records of training activities and attendance

100% Travel throughout the country

Serviced State and Local governments

Provide site support during an election to ensure proper usage and reporting for first election after purchase

My personal task of re-vamping the companies Train-the-Trainer

Remote WebEx Trainer, June-2020—August 2020; Apex Systems for United Healthcare Group COVID-19 NYC Test & Trace Program, New York City, NY

Deliver ongoing refresher training, based on development needs

Design specific training modules to meet individual and team/department needs

Measure pre and post training performance to validate effectiveness of training

Analyze individual, team, and organizational skill and knowledge gaps

Consult with management on needs assessment

Track training hours for training attendees using a tracking tool

Organize, coordinate, and communicate training programs as appropriate

Coach and counsel staff both during and after training.

Created training documents for UHG West Virginia Path Child Welfare System

NC FAST P4 IT Trainer, January -2019—February -2019; Softpath Systems, LLC for NC FAST, Durham, NC

Classroom training

Software training for Case Workers handling child welfare cases

Knowledge of child welfare policy and practice in NC such as Intake, Assessment, In-Home Services, Foster Care, CPS, or Adoptions

Trained end users on how to process an intake report of possible cases involving a child in the state of North Carolina

Travel required throughout the state of North Carolina

Training Lead, April -2018—December-2018; XT Global for Florida Department of Agriculture and Consumer Services, Plano, TX

A training curriculum and course material development

Develop eLearning, CBTs, job aids, and classroom training materials as needed.

Planning and supporting the client with scheduling end user training, including facilities.

Leading super user training delivery.

Leading end user training delivery and the end user training delivery team.

Support miscellaneous training for the project team as needed throughout the software development lifecycle.

Work with subject matter experts to identify and analyze regulatory lifecycle business processes (permit application and issuance, inspections, compliant management, and investigations). Define objectives for a course and/or curriculum; outline the concept for a course and/or curriculum and define the needs for the course medium, content delivery, assessments, accompanying materials, and complementary learning approaches.

Design and develop engaging learning activities, compelling course content, quizzes, and meaningful course interactions that are holistic, enhance retention and transfer, meet the business need, and support the commercial sales, product, and service training overall strategy.

Use strong interpersonal, written, and visual communication skills to bring together text, images, video, and audio to communicate and educate our clients’ employees, members, customers, and other stakeholders.

Salesforce & CRM

Contract Corporate Trainer, February-2018—March- 2018; TEKsystems, Radnor, VA

Applications Trainer

ERP Oracle Application training

Logistics

On-site OJT

100% Travel

Delivered mandatory training to office, warehouse, and delivery staff

Supply Chain Management & Logistics

Contract Corporate Trainer, January-2017—December-2017; GTS, Inc. Suwannee, GA

Delivered upper management training on new system implementation for new Scan & Go checkouts in Walmart stores

Delivered lower management training on new system implementation

Delivered mandatory training to Customer Service Guest Host in the new Scan & Go area

Delivered Soft Skills—Customer Interaction training to Host & Lower Management

Enforced existing rules and procedures while on site

Train company representatives on corporate and business guidelines and proprietary applications

Modeling correct behaviors

100% Travel

Contract Corporate Lead Trainer, August-2016—November-2016; Inktel Direct Orlando, FL

Delivered new hire training programs, provided creative and effective classroom instruction

ILT in the classroom

Systems training on Order Management systems, BMC Remedy (Escalations), & Interceptas/Accertify (Fraud),. Maintains accurate customer contact, history, payments, and sales information in the company Salesforce/CRM system

Maintain records of training activities, attendance, and quizzes

Managed classroom environment successfully

Mentor new trainers

Create training assessments and surveys

Prepare statistical reports to evaluate performance of monitor progress of trainees

Communicate all activities, deficits, hours, and issues that occur during training to the Training Manager

Met with subject matter experts to define course content and later complete content review

Ensure that all employees comply with all established company policies and procedures

Maintained lowest attrition rate

Train company representatives on corporate and business guidelines, customer relationship management (CRM) tools, billing systems, and proprietary applications

Salesforce/CRM Order to Cash, Market to Customer, Service to Cash

Sales Training & Hiring Manager, April-2016—August-2016; Customer Rewards Tampa, FL

Develop, implement, and monitor training programs within the organization utilizing Salesforce.

Supervise technical training for staff.

Conduct orientation sessions.

Create brochures and training material.

Develop multimedia visual aids and presentations.

Create testing and evaluation processes.

Prepare and implement training budget.

Evaluate needs of company and plan training programs accordingly.

Conduct performance evaluations.

Provide companies with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.

Manage staff of classroom facilitators.

Provide performance feedback.

Conduct continuing education training.

Provide leadership development education.

Build solid cross-functional relationships.

Provide logistical support, course development, delivery, evaluation, process measurements, and cost management.

Plan the implementation and facilitation of activities and events, budget spending, material production and distribution, and other resources to ensure that operations are managed within authorized budgets.

Assist with the development of strategic plans.

Instructional Design

Salesforce training delivery

Contract Corporate Trainer, September-2015—November-2015; Inktel Direct Orlando, FL

Delivered new hire training programs, provided creative and effective classroom instruction,

ILT in the classroom

Systems training on Order Management systems, BMC Remedy (Escalations), & Interceptas/Accertify (Fraud), Maintains accurate customer contact, history, payments, and sales information in the company Salesforce/CRM system.

Maintain records of training activities, attendance, and quizzes

Managed classroom environment successfully

Mentor new trainers

Create training assessments and surveys

Prepare statistical reports to evaluate performance of monitor progress of trainees

Communicate all activities, deficits, hours, and issues that occur during training to the Training Manager

Met with subject matter experts to define course content and later complete content review

Ensure that all employees comply with all established company policies and procedures

Maintained lowest attrition rate

Train company representatives on corporate and business guidelines, customer relationship management (CRM) tools, billing systems, and proprietary applications

Salesforce/CRM Order to Cash, Market to Customer, Service to Cash

Adobe Captivate for LMS courses

Contract Trainer/Training Coordinator, April-2015—August-2015; RemX Staffing for Retail Data Richmond, VA

Conducted training for retail data collectors in retail locations

Scheduled training sessions

SME Android operating system

Android system training on Motorola device

Policy and procedures training

100% travel

Company portal training

Conducts training using developed materials

Meets with subject matter experts to define course content and later complete content review

Contract Financing Trainer, December-2014—February-2015; Pale Blue Design for Toyota Financial Services Baltimore, MD

Trained Contract Analysis how to process automobile retail and leasing financing contracts for funding for car loans

Deliver training in a classroom setting

System training on loan origination system (carLOS)

Process training given in classroom setting

Credit approval processes

Effectively communicates course content to participants

Train company representatives on corporate and business guidelines, customer relationship management (CRM) tools, billing systems, and proprietary applications.

Contract CCO CSR Trainer, August-2014—November-2014; Cognosante for General Dynamics Tampa, FL

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

Technical and product trainer

Maintain records of training activities

Deliver training in a classroom setting

Maintain training schedule for the class

Oracle systems trainer

Create training assessments and surveys

Insurance SME

Track success in LMS

Effectively communicates course content to participants

Meets with subject matter experts to define course content and later complete content review

Train company representatives on corporate and business guidelines, customer relationship management (CRM) tools, billing systems, and proprietary applications.

CRM/Salesforce

Contract Based Healthcare Systems Trainer, May-2014—August-2014, The Training Associates for Cigna Healthcare Pittsburg, PA

Prepare for and deliver training to target audiences

Ensure all training materials are updated and scrubbed for PHI

Presented information using a variety of instructional techniques or formats

Insurance claims processing ILT training

Lead training related projects as needed

Create training assessments and surveys

Create Reports and status on training/class activities/trainees

Create and maintain training materials to provide coaching and instruction using Captivate eLearning

Maintained, revised, and improved existing online courses on on-going basis

Train company representatives on corporate and business guidelines, customer relationship management (CRM) tools, billing systems, and proprietary applications.

SAP/CRM

Sales activities, tasks, track opportunities

Oracle end user training to new hires

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

Traveled countrywide to complete training sessions

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 ILT and WebEx virtual trainings/vILT

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

Adobe Captivate for LMS courses

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

Create training assessments and surveys

Providing on-going coaching, training, and business building

Expert on product knowledge and company procedures

LexisNexis system

Meets with subject matter experts to define course content and later complete content review

Technical software training

90% travel

SAP

SME

Market to Customer – sales activities, tasks, track opportunities

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 using Captivate eLearning

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

Maintained, revised, and improved existing online courses on on-going basis

Perform administrative and other duties as assigned

Trainer Certification

Adobe Captivate

SAP AP

Oracle end user trainer

SME

SAP CRM

Market to Customer, Order to cash, and service to cash

Education

Modern Classroom Certified Trainer Logical Operations Certification Date: 08/2020

VA Master Trainer Benefits Advisor Certification Certification Date: 01/2018

A.D.D.I.E. for Instructional Design certification, Education Technology Completion Date: 11/2016

A.S. in Business Administration and Human Resources Management, Colorado Tech University On-Line Graduation Date: 01/2022

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

SKILLS

Microsoft Word, Excel, PowerPoint; Access, Outlook, SharePoint, eLearning & Instructional Design with Adobe Captivate and Articulate 360, Typing: 70 wpm, WebEx, GoToMeeting, Camtasia, Articulate 360, and Adobe Connect

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