Sharyn Solomon

**** **** ***** **** ********, KS 66047 C: 785-***-**** ady4wb@r.postjobfree.com,m

Professional Experience

Cashier Hy-vee Grocery Store Lawrence Kansas 2019 – present

Checked out customers at register. Collected cash and made change or processed credit and gift cards.

Also handled questions at self-check registers and corrected machine errors. Fast pace environment. Provided answers to customer questions, cashed out drawer, and had a large customer following. Told I was the best cashier because of speed and accuracy.

Customer Service I Maximus Lawrence Kansas I 2017-2019

Inbound calls regarding all things Medicare. For example: signing up, benefits questions, questions regarding specific coverages, etc.

Reset passwords for Marketplace consumers before, during, and after Open Enrollment./Efast II trained

Contract Trainer MRI Consultancy Topeka Kansas: November 2013 to February 2014

Develop online courseware using Articulate Story Line and create assorted training and HR documents (Sexual Harassment Prevention, Employment Law for Supervisors, NERC CIP, sample IDPs, New Supervisor’s Handbook, New Employee Orientation Handbook), taught DDI Communicating for Leadership Success, team building activities

Sr Trainer and Courseware Developer CGI Consulting Services Overland Park: January 2012 to August 2013

Develop courseware and provide training to Underwriters and Underwriting Assistants as they transition to three new systems: two workflow and document storage systems and one quote/binder/policy creation system. Training was conducted through traditional Classroom ILT (Instructor Led Training) and WBC (Web Based Classroom Training) using AT&T Connect. Created learning tools, such as PowerPoint presentations, student guides, quick reference guides, and student workbooks.

Product Trainer PerceptiveSoftware Shawnee KS – April 2011 to December 2011

Provide enterprise content management training using the patented ImageNow product to customers and partners. Courseware includes training for system administrators as well as end-users and includes topics from server administration to workflow configuration, security set-up, and client operations. Training is conducted through traditional Classroom ILT (Instructor Led Training), Virtual Classrooms, and VMs (Virtual Machines) that provide a virtual exercise lab for hands-on learning.

Conduct virtual training using ReadyTech hosted training labs, Go To Meeting, and VOIP technologies

Conduct classroom training in a hands-on environment, providing a highly interactive and educational experience

Senior Training Specialist AccessMED LLC Overland Park KS – Nov 2010 to April 2011

Hired to create a formal Training Department for Patient Assistance, Reimbursement, and Appeals processes for oncology and non-oncology Pharma-partner programs. AccessMED partners with nine (9) pharmaceutical companies to provide assistance for patients who cannot afford their drugs. The programs assist patients with cancer drugs and treatment, HIV/AIDS medications, ADHD medications, and sleeping disorder medications to name a few.

Performed needs assessment and identified opportunities for performance and process improvement

Worked in two programs to learn Patient Assistance, Benefits Investigation for insurance and no insurance, and the Siebel and ImageNOW systems

Developed courseware for Siebel and ImageNOW systems, Handling Difficult Customers and Listening Skills, Basic and Intermediate Health Insurance, Coaching S.M.A.R.T, and Patient Assistance application training

Developed ‘Service Solutions’, a bi-weekly employee handout that focuses on a ‘soft skill’ topic that includes examples of appropriate responses to customer service challenges

Created formal Job Aids that encourage consistent procedural standards

Site Trainer Census 2010 Vangent, Inc. Lawrence, KS - 2009 to 2010

Contract U.S. Census Bureau 2010 Call Center Site Trainer for Telephone Questionnaire Assistance Project and, Phase II, Coverage Follow-up Project. Following standard operating procedures, delivered blended training ( including web conference training using Adobe Acrobat Connect Pro Meeting, ILT from a physical classroom, one-on-one coaching, and 30-minute specialized employee training meetings) to 250 agents, lead agents, supervisors, and operations reps. Employed a variety of training techniques, including lecture, role-plays, web-based scenarios, group discussions, coaching, and broadcasted training through Adobe Connect. Trained agents to assist citizens with completing Census Forms, answer respondent questions, order Census materials, and perform Follow-Up interviews on an estimated 8 million received Census forms to clarify responses.

Instrumental in assisting call center exceed its goals of 98% data capture accuracy, 2.2 completed outbound and 3 inbound interviews per hour per interviewer, and a 97% Service Quality Assurance score.

Identified opportunities for performance improvement and implemented, updated, refreshed, and provided remedial training throughout call center operations

Used Adobe Learning Management System to create classrooms, enroll students, administer exams, view student data, and create session reports

Student average test score for all classes I trained was 95.07%

Created and facilitated specialized 30 minute weekly training sessions for 191 interviewers to hone interpersonal skills and eliminate common process errors

Played a key role in the site’s achievement and maintenance of being the top call center site (of 11) throughout the Census project in all areas of the client’s Performance Scorecard (RTA, Quality Scores, and Interview Completion)

Served as the site Master Trainer’s back-up.

Created and implemented 4 Employee Recognition programs.

Created and maintained a variety of data tools including spreadsheets, flow charts, and Job Aids.

Customer Service Operations Manager UUISI (ZURICH), Overland Park, KS - 2006 to July, 2009

Establish agency objectives and execute through a four person customer service team at this $130 million agency with 40 employees. Effectively issue certificates and administer endorsements, policies, and applications. Plan and oversee projects to maximize operational processes and cost containment. Oversee contract due diligence in collaboration with Legal Department. Audit carrier policies, endorsements, and employee deliverables, and track via Excel.

Reduced errors/omissions liabilities by developing a database for Workers Compensation Officer information by state, which included a 50 state guideline spreadsheet, officer exclusion/inclusion forms for each state, and an officer checklist completed by individuals to ensure accuracy prior to binding a policy.

Saved the company $80,000 by managing the Process Improvement Project, which required elimination of redundancies, modification of processes to maximize productivity, and development of flow charts mapping out new processes. Authored the Policy Servicing Manual and designed the accompanying workflow charts for all processes.

Selected to serve as the Paperless Project Leader, charged with planning and executing the conversion of eight years of paper files to electronic files.

Instrumental in the agency’s reaching 118% of annual sales goal by absorbing 22 service tasks from sales in 2008.

Created a P&C licensing prep class and coached two employees to successfully obtain a Kansas State P&C License.

Coordinated outside licensing for continuing education in-house classes through C E Solutions.

Training and Development Manager FARMERS INSURANCE (ZURICH), Overland Park, KS - 2000 to 2006

Created a formal Training Department with an $180,000 annual budget. Developed and led two training specialists. Authored comprehensive training manuals for distribution across the organization. Evaluated organizational needs and then developed and delivered training programs that addressed product, underwriting, rating, and systems for four recreational vehicle products and four paper-processing areas. Conceptualized and designed job aids and reinforcement trainings.

Served as the continuing education coordinator charged with administration of self-study, exam registrations and proctoring, and results tracking.

Facilitated both the Achieve Global Stellar Customer Service Program and the Kansas/Missouri Insurance License Study Program.

Earned recognition with the Foremost Specialty Finest Award 2002.

Realized an 87% passing ratio for first-time exams, significantly exceeding the average passing ratio of 66%.

Trained more than 300 employees

Training Manager/Contract TROY SYSTEMS, Fairfax, VA - 1999 to 2000

Oversaw ten training specialists and two lead trainers in development of comprehensive training classes and delivery. Employed standard ISD process and created training classes for reports and systems management, quality control, end user functions, and anomalies between first and second phases of projects. Trained personnel in scanner operation and maintenance, warehouse, keying from paper to image, and document preparation. Planned and delivered trainings addressing safety in the workplace, sexual harassment, audit resolution, Horizon HR System, ADP Time Care System, and management and supervisor training. Liaised between multiple clients. Served as a member of the conversion management team.

Exceeded all objectives in development and execution of the Census 2000 Training Project, which involved ramp up of more than 11,000 employees across three US sites. Managed the ongoing training of new personnel.

Surpassed the planned production goals by 150% and realized 98.7+ accuracy.

Designed and created courseware for several programs, including a 26 module training.

Developed and facilitated all classes for the second phase of the project.

Earned performance excellence awards from TRW and Pearson.

District Manager ACCUSTAFF INCORPORATED, Phoenix, AZ - 1997 to 1999

Managed operations across a $2 million temporary staffing branch and two other branches. Cultivated relationships with clients and recruited temporary workers. Executed human resource generalist activities in support of temporary workers.

Secured the Unisys/Arizona State contract, which netted company $500,000.

Honored with an award from Unisys for successful results.

Director of Human Resources/Outsourced ACCUSTAFF INCORPORATED, Tucson, AZ - 1994 to 1997

Led a team of four Human Resource Managers and two Recruiters in management of payroll and all human resource functions for 500+ call center employees. Oversaw all aspects of EEOC, Workers’ Compensation, Unemployment Compensation, performance management, attendance, ADA, hiring, and employee exits.

Served as liaison for AT&T American Transtech.

Cut turnover from 20% to 2.1%.

Conducted on-boarding training for new employees and HR training for supervisors/managers

Earned the Manager of the Year Award 1996.

Education, Continuing Education, & Technical Skills

B.S., Social Studies Education PLYMOUTH STATE COLLEGE, Plymouth, NH

Achieve Global Certification

19 American Bankers Association Courses

Insurance Designations: Associate in Management, Associate in Insurance Services, Associate in Customer Service

Licensed Agent in Kansas: Commercial, Personal, Crop

Completed Two Segments: CICSR Program

MS Office: Word, Excel, PowerPoint, Visio, Outlook The Agency Manager System Insurance Software Lotus Notes, HRS Systems, Avenue, COGEN Insurance Software, CISCO IP Communicator, EyeQ360, Expert In-Site,

References:

Jodie McMahon: Master Site Trainer/ DRIS 2010 Census Project

Telephone Number: 913-***-**** email: ady4wb@r.postjobfree.com

Stephen L. Case: Client Service Manager/ Vangent

Telephone Number: 785-***-**** email: ady4wb@r.postjobfree.com

Renee Didier: Trainer/Royal Caribbean Cruise Lines

Telephone Number: 913-***-**** email: ady4wb@r.postjobfree.com

Pat Foubert: Subject Matter Expert/ Vangent

Telephone Number: 785-***-**** email: ady4wb@r.postjobfree.com

Susan McDonald-Osborn/ Laurus Design

Telephone Number: 703-***-**** email: ady4wb@r.postjobfree.com

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