Ali Losa

Salt Lake City, Utah, United States

adihr4@r.postjobfree.com 786-***-****

linkedin.com/in/ali-losa

Summary

Senior Operations Experience Manager with over 4 years experience leading fast-paced organizations to success with culture-driven mindset and expertise in product management, employee training and development, and business operations management.

• Directly managed and supervised multiple cross-functional teams within operations, training, and product ranging from small to large sized teams.

• Conceptualized and led the execution, implementation and evaluation of various operation based projects.

• Developed product strategy and roadmap for various internal and external software programs successfully reducing average handle time by an average of 40 seconds and customer complaints by 35%.

• Named one of the Top Female Sales Speakers in the Sales Development category for Product Management by Saleshacker.com in August, 2020

Skilled in Product and Project Management using Agile methodologies. Additional core competencies include: User Experience (UX), Product Experience, Sales Development, Brand Experience, Customer Experience, Client Relations, Customer Success, Management, and Professional Coaching. Experience

Training and Development Manager

CareXM

Mar 2020 - Present (9 months +)

• Supervised, developed and managed a team of 10 remote and on-site operations and Experience Management trainers, content creators.

• Developed and facilitated the new hire training program for all new employees joining the organization through both in-person and virtual training.

• Taken lead on new account training content, corporate training projects, and new policy training by creating over 20 job aids, 5+ OneDrive resources, 1 Sharepoint knowledge base, and other multimedia projects with a fast turnaround time.

• Over 8 new hire training classes were conducted back-to-back within the first 90 days of employment, including new management, support and trainers, whilst simultaneously creating brand new content.

• Proactively identifying gaps and kinks in systematic processes to improve the employee experience and collaborating with teammates to delegate and execute a stronger company brand. Product Manager (Business Operations)

UnitedHealth Group

Oct 2017 - Mar 2020 (2 years 6 months)

Ali Losa - page 1

• Developed product strategy and roadmap for various internal and external software programs successfully reducing average handle time by an average of 40 seconds and customer complaints by 35%.

• Prioritized focus of projects based on budget planning, client needs and objectives, and scope using Agile methodology.

• Designed new product features and improved usability of existing interfaces based on user and trainer feedback during and after the training period thereby reducing technical training time by 50%.

• Implemented and monitored A/B tests to improve UX, UI, and KPIs.

• Cross-functional member of the Design, Business Operations, and Product Teams. Senior Manager of Training and Development

UnitedHealth Group

Aug 2017 - Apr 2018 (9 months)

• Subject Matter Expert (SME) over all operations and external departments including Client Relations, Work Force Management, and Quality Assurance.

• Initiated the integration of a Learning Management Software for nationwide call center training, operations, and HIPAA compliance; 140+ courses created and company compliance reached 100%

• Managed a team of 14 trainers nationwide with daily standups and JIRA task tracking for appropriate delegation and communication. Bi-monthly individual assessments per trainer were also held.

• Integrated process to ensure that any necessary content was delegated to a specific trainer to then be created and distributed in a timely manner; 90% overall success rate

• Designed new product features and improved usability of existing interfaces based on user and trainer feedback during and after the training period.

• Coordinated 11 new client integrations successfully with training resources, training schedules, and detailed assessments for 210+ employees and 40+ transportation providers within a 3 month period. Corporate Trainer

UnitedHealth Group

Jun 2016 - Aug 2017 (1 year 3 months)

• Planned, organized and developed training materials that met specific needs for new hire classes and quarterly business operation goals.

• Coordinated 11 new client integrations successfully with training resources, training schedules, and detailed assessments for 210+ employees and 40+ transportation providers within a 3 month period.

• Regularly conducted hour-long, comprehensive second-round interviews for potential employees

- Led orientations and successfully trained employees in customer service fundamentals and methodologies

• Thrived in a fast-paced office environment that values an exceptional work ethic and integrity

• Managed customers and clients on a daily basis, building rapport and retaining quality relationships Education

Brigham Young University

Bachelor's degree, Molecular Biology

University of Florida

2011 - 2012

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Licenses & Certifications

Learning Program Management - LinkedIn

Business Development Foundations - LinkedIn

Change Management Foundations - LinkedIn

Skills

Customer Service • Leadership • Training • Strategic Planning • Team Building • Jira • Software Project Management • Learning Management Systems • Google Suite • Training & Development Honors & Awards

Top Female Sales Speakers - Sales Development - Product Manager - Sales Hacker, Inc.

Aug 2020

Ali Losa - page 3

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