Training Manager
Resume:
Gina Brandi
Pittsburgh, PA ***** 412-***-**** ****.******@*****.***
TRAINING MANAGER
Goal oriented, experientially qualified training professional with expertise in the management of learning and performance teams creating team building activities, training, coaching, and overseeing the development of skills utilizing classroom instruction, and on-the-job training for new and experienced employees. Adept at the development of practical and technical instruction, including demonstrations of the hands-on skills required, and lectures on theory, techniques, and terminology. Highly skilled at managing, training, assessing, and mentoring productive teams. Superior knowledge in planning, implementing, and evaluating training programs and tools. Expert at the use of Microsoft365, WebEx Training Center and Intuit Quickbase.
CORE COMPETENCIES
-Coaching and Mentoring
-Project Management
-Strategic Leadership
-Targeted Curriculum
-Educational Technology
-Professional Development
-Training & Facilitation
-Project Based Learning
-Creative Instruction
-Change Management
-Adult Literacy and Learning
-Student Assessment
PROFESSIONAL EXPERIENCE
AETNA Pittsburgh, PA 9/2008- Present
Manager, Learning and Performance (08/2017 to Present)
Provide leadership and management to a team of Learning and Performance Professionals building and training in a customer first company culture.
Utilize knowledge of curriculum and instructional design, training methodology, and educational media to support the needs of diverse learners with multiple learning styles.
Oversee the design and delivery of training across multiple divisions to widely varied audiences.
Base training initiatives on the evaluation of the company’s Key Performance Indicators including monthly and quarterly PNL and success at reaching sales and service targets.
Able to anticipate staffing needs, create a talent and training action plan to support both long, and short-term, team members goals.
Leverage insights that drive training objectives through extensive research and knowledge of like competitors.
Develop and quantify expected learning outcomes based on performance metrices to evaluate staff and create a culture of ongoing quality improvement.
Evaluate the return on investment of each training initiative to determine the most financially effective programs.
Supervise the correct use of reporting and follow-up by team and ensure consistent reporting through the Aetna Learning Center.
Use evaluative assessments to determine learning gaps within intended audiences and utilize the results of evaluations to improve training services and sources.
Claim Supervisor (06/2015-08/2017) 2007 – 2012
Motivated, trained, and coached team to ensure that everyone was prepared to handle company expectations.
Effectively provided leadership to the team to meet key performance indicators (KPIs), including customer satisfaction, efficiency, staffing utilization, acceptable turnover, and financial performance.
Inspired a dynamic culture emphasizing success, professionalism, consistency, and teamwork.
Encouraged the team to provide exceptional service by training while in action.
Managed with principles of positive reinforcement praising good performance and gently and respectfully correcting and guiding improvement for weak performance.
Met regularly with the team to analyze individual and team performance against business goals and implement plans for improvement; developed a culture of continuous improvement and motivation.
Used results of formal and informal evaluations to determine training gaps then partnered with the Learning and Performance team to correct identified training shortfalls.
Ensured ongoing compliance reporting and maintained adherence to privacy policies, practices, and procedures.
Used relationship building skills to liaison between staff and other areas, including management, provider teams and vendors, communicating workflow results and solutions.
Consistently applied HR policies including attendance, code of conduct, and disciplinary guidelines.
Utilized incentive programs to reward and recognize individual and team performance.
Senior Trainer (01/2013 – 06/2015)
Created and presented engaging training lessons for company personnel.
Incorporated project-based learning, hands -on activities, and technology into training modules.
Presented course material through use of audiovisual aids, classroom lectures, on-the-job training, and printed handouts.
Tested student's progress, using oral interviews, written examinations, and performance tests to ascertain comprehension of subject matter.
Conducted recurrent on-the-job training and classroom instruction to acquaint experienced team members with changing procedures or with use of new equipment.
Maintained a safe and orderly environment conducive to learning.
Ensured lessons and hands-on activities acknowledged and included a variety of learning styles.
Oversaw trainer observations and provided formal and informal feedback and coaching to improve post-training evaluation and retention.
Trainer (07/2010-01/2013)
Developed lesson plans, activities, and assessments to identify and improve performance gaps through appropriate training interventions and other methods to improve individual and business performance.
Designed, implemented, and assessed multiple learning activities.
Worked in partnership with company leaders, other trainers, and support staff as part of a collaborative learner centered environment.
Used evaluative assessments to create and modify instructional grouping as part of a continuous quality improvement environment.
Successfully incorporated the Kirkpatrick Model to assess the efficiency of training programs at specific intervals during and after delivery.
PREVIOUS EXPERIENCE WITH AETNA
Senior Customer Service Representative (12/2009-07/2010)
Customer Service Representative (09/2008-12/2009)
EDUCATION
Bachelor of Science: Secondary Education DUQUESNE UNIVERSITY, Pittsburgh, PA (05/2007)
Associate of Business Administration ALLEGHENY COLLEGE, Pittsburgh, PA (05/2009)
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