Career Profile:

I am a high-energy educator/trainer with 10 years of experience in training, e-learning design, agile concepts, scrum methodology and implementing agile ideology. I also have advanced knowledge with the development of innovative programs, curricula and the instruction of adult methodologies and learning theories. Ten years of leadership management/change management and instructional design experience within a corporate sector, higher education, call center and private industry organization; Portfolio of educational program planning, design and development success. In depth understanding of project management, assessing training needs and conducting surveys. Excellent comprehension with web based Learning Management Systems (Articulate/Storyline, Vantage and Cornerstone, salesforce). Proficient in MS Office Suite (Outlook, Excel, Word,Visio and PowerPoint)

PROFESSIONAL EXPERIENCE

Operations Trainer

Leading Edge Administrators

11/01/2021-Present

Core Responsibilities

Manage the learning and training process through research, analysis of performance, identification of performance gaps, development of all training materials, job aids, and training tools needed for delivery.

Conduct new hire and recurrent training utilizing instructional methodology.

Identify recurrent training needs by acting as a consultant to call center management in reviewing quality trends, new program or product information and technical updates.

As part of facilitation, identify participant learning- styles; utilize creative training techniques and adult learning theory to target learner style

Enhance training delivery/ classroom experience based on evaluations & make recommendations for curriculum content changes as required.

Evaluate trainee performance and provide written evaluations as required.

Develop interactive media solutions through programming and authoring of training content using a variety of delivery methods such as: eLearning, CBT, print, video, and classroom.

Training Specialist

MHK (Formerly MedHok)

April 2021-11/2021

Core Responsibilities

Responsible for conducting training needs analysis as well as designing, developing, implementing, and delivering training to internal staff and external partners.

Supported systems training needs for existing operations and will play a key role in supporting the training of new business through implementations and migrations.

Facilitate curriculum to various levels of employees in both a classroom and online setting using various forms of media.

Identify and assess training opportunities and recommend methods to improve and standardize work processes for implementation and training.

Manage and facilitate client facing system training, onboard new employees, develop training content, including, and not limited to written documentation and micro-learning content.

Develop curriculum that effectively prepared MHK clients and associates for proficient use of all Health Care, Quality and Compliance solutions.

Facilitate knowledge transfer between internal departments (e.g., Product Management, Client Services, Sales, etc.)

Create and maintain client-facing training assets and MHK standard educational materials in support of each release, including and not limited to written documentation and micro-learning content

Manager E-Learning and Content Specialist

Smarticles Academy

December 2020-3/2021: (Contractor)

Core Responsibilities

Oversee the operation and development of online e-learning programs computer-based virtual courses. Responsible for content design for online training courses.

Create content and documentation to assist with implementing educational technologies, tools, and workflows

Produce media to use during training, using basic knowledge of computer programming to prepare a course website.

Work with subject matter experts to gather materials and shape courses

Upload course materials and resources like e-books and workbooks, and assess student work through the course.

Supervised 4 direct reports

Implementation and Training Specialist

Insync Healthcare Solutions

January 4, 2020 – November 2020

Key Highlights:

Technical/Software Trainer

Strong Customer Focus

Change Management

Core Responsibilities

Implementing and training new clients on the PM/EMR software. This includes discovery, setup, training and utilization of the software in a client’s practice.

Maintain and enforce project timelines for new clients in order to achieve milestones to get clients utilizing the software.

Facilitate communication of customers’ needs to software development team.

Identify, document and address unique or recurring customer problems.

Document activity and maintain account status in InSync Healthcare Solution’s CRM in accordance with department guidelines and best practices.

Conduct regular (daily, weekly) status meetings with both customer and InSync-internal key stakeholders, and keep all stakeholders informed of project progress.

Create any required supporting documents for the delivery of training at the client site such as schedule and training tips specific to the customer.

Maintain compliance with all necessary departmental procedures, HIPAA regulations and other regulatory mandates as required.

Created marketing materials to be distributed throughout the organization

Senior Learning and Development Project Specialist.

WellCare Health Plans

March 2017- March 2019 (Contractor Via CSI)

March 2019-December 21, 2019 (Full Time Senior Learning and Development Specialist)

Key Highlights:

Agile Concepts

Utilizes Scrum methodology and implementing agile ideology

Project Management and Change Management

Instructional Design

Software Systems Training ( Pega, Visio and Sales Force)

Core Responsibilities

Collaborate with business partners to define scope and understand business needs and develop optimal training material and solutions in conjunction with departmental stakeholders and functional experts.

Consult with SME’s, directors, supervisors and managers on training and curriculum to determine project program goals, timeline, resources, and implementation approach.

Articulate and apply principles of adult learning design, development and delivery of training outputs. Responsible for reviewing, updating, and creating training materials for the associates.

Employs a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training program (needs analysis, KPIs, Etc.,)

Functions as lead, subject matter expert, and/or functional project team member as required by business need

Manages group dynamics through the use of "learner focused" environment and adult accelerated learning methods

Produces professional presentations and training materials using MS Word, PowerPoint and other desktop publishing software.

Trains, facilitates and assesses training programs for WellCare in office and virtual settings.

Monitors and controls project including the maintenance of accurate project documentation and ensures any changes to scope are documented and approved

Corporate Trainer (Medicare and Affordable Care Act)

HealthPlanOne (Member Acquisition Solutions and Brokerage Agents)

June 29, 2015- December 12, 2016

Key Highlights:

Instructional Design

Project Management and Change Management

Software Systems Trainer (Agentcubed)

Developed a health insurance licensing class, including platform and individual development plans, observation checklist. While also saving 15k for the company budget with an 80% passing efficiency.

Played critical leadership role in the design and development of leadership and sales training program.

Trained over 200 employees yearly on Medicare Sales, Products, and Systems

240 Health Insurance License

Soft Skill and Leadership training

Core Responsibilities:

Supervised 3 non-exempt direct reports assigning workload, monitoring quality and associate coaching

Manages and monitors key performance metrics and implements improvement plans either to the individual or at an aggregate level

Conducts the full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training, and product training. Audience is comprised of employees and supervisors.

Conducts evaluations and develops new programs to address individual, departmental, or company needs. Researches and develops program content to achieve specific objectives for each program. Coordinates with quality assurance and other internal departments to identify new training needs and/or changes to existing training curriculum.

Analyze and report evaluation results and KPIs for continuous improvement of training& trainer portfolio.

Periodically reviews business processes in order to identify and recommend process improvements that increase efficiency and/or accuracy. Reviews existing business processes to identify inefficiencies in processing and potential weaknesses that may cause inaccurate processing.

Ensures all business processes are compliant with state and federal guidelines

Created marketing materials to be distributed throughout the organization

High School Science (Chemistry & Physics) and Math (Pre-Calculus, Algebra 2 and Geometry) Teacher

Central Baptist High School, Brandon Fl,

August 2013-June 21, 2015

Core Responsibilities:

Developed innovative curriculum to instruct individual students, small groups, and classes of 20 plus students in grades 9-12;

• Organized time, space, and resources to balance heavy workloads and stringent deadlines in grades 9-12;

• Used unconventional methods and resources to educate students in Science and Math in grades 9-12;

Designs developed and conducted training courses for online delivery (including lectures, hands-on sessions, exercises and demonstrations).

Creates and analyzing assessments to evaluate learning effectiveness and instructional improvement opportunities, including pre-tests, post-tests, and quizzes.

Demonstrate and utilize effective needs analysis, project management, course development, and evaluation skills.

Designs and developed training materials and curricula to support program implementation across targeted audiences

Working with subject matter experts (SMEs) to identify specific training needs and develop solutions

Cognosante, LLC

(CSR) Trainer (Contractor)

Aug 1, 2014-June 29, 2015

Minds on health. Changing the future of healthcare.

Cognosante provides consulting, information technology, and business process outsourcing services for health organizations. Our services and solutions are helping to implement the provisions of the Affordable Care Act, modernize Medicaid programs and health systems, lower administrative costs, improve quality, optimize shared services, streamline ICD-10 transition, and curb fraud, waste, and abuse.

The Customer Service Representative (CSR) Trainer supports training a for a large federal healthcare agency call center.

Key Highlights:

Trained over 200 call center employees on the affordable Care Act on Medicaid and Medicare

Core Responsibilities:

Delivery of New Hire training for the Affordable Care Act, new product and service training, customer interaction training, and soft skills training. Conduct assessments to ensure New Hires are understanding materials presented

Lead new hires through all four levels of learning: Awareness, Knowledge, Skill, and Mastery.

Report training metrics as well as feedback and recommendations on training modules and materials to management.

Support and maintain the Learning Management System to ensure data integrity, report generation, and data analysis to comply with company and regulatory standards.

Collaborates with center management when viewing the Quality Management System to identify, coordinate and deliver retraining for the purpose of correcting or improving operational or quality issues.

Support CSRs on the floor when not conducting or assisting in a training class or as otherwise directed

Force of Life International, Tampa Florida

March 2013-April 2015

Education Coordinator (Contractor)

Key Highlights:

Developed a training platform for their executive leadership team

Developed and administered Compliance Training program to ensure full

Core Responsibilities:

Conduct and supervise training and development programs for employees

Facilitates new hire training programs and support all on-going training initiatives

Set up leadership or executive development programs among employees in lower level positions

Assesses the training needs of clients, and guide them through the most appropriate training method.

Analyze and evaluate program training needs to develop, modify or improve existing training programs, materials and curriculum

Built a series of technical training activities and resources, now a regular part of training sessions

AAMP of America Clearwater, FL

August 18, 2012-February 19, 2013(8 month contract)

Logistics Manager

Core Responsibilities:

Reviewed and ensured that the appropriate financial metrics are monitored and proper fiscal controls are in place to maximize cost savings throughout the function.

Closely monitored and created KPIs and provided feedback to understand what is driving the results and potential adjustments. Kept on-time delivery at 99%

Developed strong relationships with service providers to improve our service, resolve issues, and encourage the same with the Logistics Coordinator.

Design and implement improvements to supply chain to support the growth and customer segmentation strategies. Improve responsiveness to customers and reduce operating expenses and working capital

Support group global sourcing strategies for a range of commodities and ensure these are migrated into the existing business unit supply chain with minimum interruption and maximum cost reduction

Drive and ensure suppliers are held accountable for meeting continuous improvement initiatives both from a strategic and tactical perspective including lead time reduction, flexibility to schedules, quality improvement, inventory reduction (entire supply chain) and cost reduction on year over year basis.

Reviews and recommends SOPs where needed.

Lead and champion supply chain strategies and efforts that increase efficiency, profitability and sustain company growth.

Assure Entertainment Kissimmee, FL

May 2010- August 1, 2012

Training Supervisor,

Evaluated training requirements for each division, consulting with department managers, HR and external resources.

Determined the potential of training program for future needs of organization

Estimated costs of training operations and subsequently managed them in accordance with the budget to ensure maximum return on investments.

Organize, develop or source training programs to meet specific training needs

Facilitate learning through a variety of delivery methods including classroom instruction, virtual training, and on-the-job coaching

Monitor, review and report on all marketing activity and results

Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.

Contribute to short and long-term organizational planning and strategy as a member of the management team

Design and apply assessment tools to measure training effectiveness

Keep current on training design and methodology

SKILLS & EXPERIENCES

Advanced training in Microsoft Excel

Fourth Generation Management Certification

EDUCATION

Bachelor of Science Degree in Chemistry May 1997

Claflin University

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate