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Manager Training

Dallas, TX
February 29, 2020

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Verdell Osborne

Leadership Development Trainer & Talent Development Professional

Experienced in Employee Orientation and New Leader Onboarding, Certified Coach and Professional ILT/VLT Facilitator and Presenter

Accomplished and energetic training professional with a solid history of achievement in operational management and implementation of programs. Experienced, hardworking and dedicated to the provision of excellent work. Motivated leader with strong organizational and prioritization abilities with a track record of developing and coaching future leaders for organizational sustainability.

Areas of Excellence Include:

•Leadership Development Trainer

•Online Learning Experience Architect for Employee and Leader Orientation

•Training Manager for leadership development and employee onboarding

•Change Management

•University Mentoring Program Development

•Conflict Resolution

•Strategic Planning & Partnerships

•Leadership skills development and human capital alignment

•Curriculum Development for leadership training

•Critical Thinking

•Coaching & Mentorship

•Training & Development

•Leadership & Management

•Project Management

•Consultative Approach

•Executive Presentations

•Relationship Management

•Customer Experience

•Instructional Design


Senior Manager, Learning & Development New Graduate and Internship Onboarding 11/2019 – present

BlueCross BlueShield, Health Insurance Richardson, TX

Responsible for creating a Sales University Program for new college graduates transition from college to corporate America.

Attend networking events at area colleges and community events for recruiting interns and new college grads for the University.

Design, deliver, and develop training for existing leadership academy

Utilize LMS for training programs

Facilitate training for leaders, existing employees, and new grads

Onboarding for employees entering Sales and Account Management areas

Facilitate roundtable training utilizing 40 principles that promote character in the workplace.

Training Manager -Leadership Development/Onboarding 03/2018 – 11/2019

McKesson, Pharma Fort Worth, TX

Successfully created new hire onboarding and new leader training programs

Coordinated and developed training focus groups to improve performance and training initiatives

Developed performance improvement plans to achieve improved key performance indicators (KPI’s)

Managed the business partnership with clients by providing ongoing strategic support and training

Successfully managed, coached and developed staff local and remote across all markets with a goal of creating a pipeline of leaders for future sustainability

Create and develop all training programs from inception to end

Contributed to the culture of success, team work and accountability though the effective and selective hiring practices, performance management and career planning

Training & Quality Member Services Supervisor 04/2017-2/2018

CHRISTUS Health Plan Fort Worth, TX

•Significantly improved efficiency of call center by the successful implementation of new hire employee orientation a new leader orientation

•Contributed to overall positive experience for employee community by conducting a needs analysis that would require the successful update to organization website to provide training guides

•Successfully managed, coached and developed staff local and remote across all markets with a goal of creating a pipeline of leaders for future sustainability

•Contributed to the culture of success, team work and accountability though the effective and selective hiring practices, performance management and career planning

•Implement and develop recruitment and training strategy

•Implementing and Executing Operational process improvements utilizing a six-sigma approach

Sales Education Project Manager 05/2015-10/2016

Cigna Health Insurance Fort Worth, TX

•Design, plan and organize mentorship programs

•Utilize leadership principles and training methods for curriculum and training design

•Measure training and develop learning strategies to identify areas of improvement

•Assess training needs through surveys, interviews with employee focus groups and consultation with managers, instructors and customer service representatives

•Managing day to day operations while providing technical and administrative leadership

•Reviewing work schedules and assigning duties to ensure optimal patient flow

•Develop people solutions and execute service alignment projects

•Working relationship with the sales director to improve operations and implementing processes change

•Able to handle situations in stressful moments pertaining to healthcare changes and real-life situations

•Instruct and train leaders

•Conduct root cause analysis for claims issues, and support grievance process (State Complaints) in a timely manner

•Responsible for managing projects across the enterprise

• Worked one-on-one with individuals and team to better understand opportunities for improvement, training needs, and review of monthly and annual scorecards

•Successfully took on the responsibility of mentoring and leading a team of individuals with a goal of creating a sustainable department for future growth, creating a pipeline of leaders for the organization

Sales Training Specialist SR 05/2011-5/2015

Anthem Blue Cross Blue Shield Indianapolis, IN

•Successfully lead the development and delivery of training for Anthem Product Market

•Instrumental in the development of materials utilized in marketing and training including regulatory updates, market education and pre- go-live webinar training

•Contributed to the awarding of the market to the organization

•Conduct root cause analysis for claims issues, and support grievance process (State Complaints) in a timely manner

•Managed vendor relationships for procurement producing consistent use of brand standards and delivery expectations

•Facilitated Train-the Trainer sessions for new product roll-out launches

•Utilized Performance Management skills to coach and develop existing employees

•Website updates and maintenance compliant with state and federal guidelines

•Contribute to the development and use of provider marketing and training materials assuring compliance with all state, federal, and product guidelines in new and existing markets

•Provider website maintenance and vendor relations

•Implementation and process change improvement throughout the organization

•Design process and integration of multiple business units and evaluating potential issues

Pharmacy Call Center Operations Manager 09.2007-5/2011

Anthem Blue Cross Blue Shield

•Fostered a team culture of open communication and resource accessibility to maintain and improve individual and team performance

• Utilized strategic industry relationships to keep communication open and consistent that would prove helpful in discerning payment issues on the rise to address in a timely manner

•Significantly reduced loss of revenue though the proactive building of relationships with key account holders and other departments, communicating the employee and business impact of a failed premium payment resulting in zero plan terminations

Training & Quality Specialist

CVS Pharmacy 4/2006- 4/2007

•Responsible for training and development of new hire and existing employees.

Training Manager 4/2005- 4/2006


•Contributed to increased revenue through the development and delivery of training and tools that would allow assigned sales representatives to approach the sales process with a consultative mindset thus positioning themselves as a resource and shortening the sales cycle

•Further increased revenue by consistently providing assigned brokers with additional information related to other services or incentives as a “whole package” solutions that would fit client needs as an add on

Other Employers: JPS Health Network, Merck-Medco Managed Care


Grand Canyon University

Post Graduate Certificate Program, Coaching and Performance

Graduation: May 2019

Grand Canyon University

Master of Science, Leadership Development

Graduation: August 2017

Bellevue University

Bachelor of Science, Adult Education

Graduation: August 2015

Tiffin University

Associates, Business Administration

Graduation: June 2014

Certified Performance Consultant, Langevin – January 2015

Lean Six Sigma Green Belt Certified, Computer Minds University Training – January, 2017

Creating Leadership Development Programs Certificate- March 11, 2019 American Talent Development


Association of Talent Development (ATD) 2019

Society of Human Resource Management (SHRM)

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