Customer Service Process Improvement

Career Summary

A dynamic and results-driven Training Manager with over 25 years of experience in leadership, training, and process improvement across multiple industries, including healthcare, technology, and customer service. Proven track record of managing large-scale training initiatives, integrating training into complex projects, and overseeing vendor training development to ensure successful implementation. Experienced in aligning training strategies with organizational goals, ensuring adoption of new technologies, and fostering cross-functional collaboration. Adept at delivering impactful training programs, developing training documentation, and measuring success through clear metrics. Skilled in leading teams, coaching staff, and building sustainable training programs to support project success.

Professional Experience

Unit Manager, Claim Customer Services (CCS) Travelers Orlando, FL Feb 2010 – Dec 2024

Managed and mentored a high-performing team of 15 specialists and analysts, consistently achieving top-tier customer service metrics.

Led the integration of new training systems and methods, increasing team proficiency through various Learning Management Systems (LMS).

Oversaw the development and delivery of training programs focused on operational processes and improving customer service workflows, ensuring alignment with organizational objectives.

Collaborated with internal teams and stakeholders to analyze customer feedback and implemented process improvements to enhance service quality.

Sr. Training Consultant / Instructional Designer Travelers Orlando, FL Feb 2014 – Sept 2018

Designed and delivered national training programs on key processes, including claim capture techniques, with a focus on enhancing team performance and fostering positive customer relations.

Led multi-site Instructor-Led Training (ILT) sessions in locations including Buffalo, NY, and Houston, TX, ensuring compliance with training standards and project objectives.

Worked closely with project stakeholders to develop and deliver training programs that aligned with strategic business goals, including project management processes and operational workflows.

Coordinated training efforts, tracking progress and aligning training deliverables with project milestones and vendor timelines.

Conducted post-training evaluations to assess knowledge retention, identify performance gaps, and recommend improvements to future training initiatives.

Career Coach / Owner TAMF Training Systems, LLC Nov 2008 – Dec 2014

Designed and delivered training programs to improve job search effectiveness, targeting adult learners and enhancing career development skills.

Collaborated with community leaders to identify training needs and create programs that supported job seeker success.

Developed online resources and materials, ensuring that clients had access to updated training content to increase job placement rates.

Contractor - Online Trainer / Special Projects Marriott Vacations Worldwide Feb 2013 – Dec 2013

Delivered E-Learning training on essential skills for managers across multiple locations in the U.S. and Hawaii, ensuring consistency in training content and delivery methods.

Conducted needs assessments with regional talent managers to identify training gaps and developed customized solutions for improved training outcomes.

Monitored training delivery and tracked learner progress, ensuring that sessions were aligned with organizational needs and project goals.

Audited vendor-created content for consistency with core curriculum and organizational standards.

Strategic Recruiting and Outreach Specialist Florida Virtual School Mar 2011 – Feb 2013

Increased recruitment effectiveness by developing targeted outreach strategies, using social media to engage and recruit top talent across multiple channels.

Led quarterly HR training sessions on topics including diversity and branding, using adult learning principles to enhance participant engagement.

Recruited for key positions across multiple departments, ensuring alignment with organizational goals and project needs.

Sr. Onsite Liaison / Contract Manager Harris Corp via Yoh Talent Solutions Nov 2009 – Jun 2010

Managed multi-million-dollar client accounts, building strong relationships and improving vendor-managed system (VMS) operations.

Delivered new hire orientation and training for large teams, ensuring seamless integration of client expectations and requirements.

Coordinated with multiple offsite recruiting teams and managed onsite coordinators to ensure training and project deliverables were met.

Education

Certificate in Human Resource Management Rollins College, Winter Park, FL

B.S. in Communications University of Phoenix

AA in Avionics Technology Community College of the Air Force

Masters Coursework in Applied Learning and Instruction (ALIMA) University of Central Florida

Certifications

Certified Instructor in DDI Targeted Selection Behavioral Interviewing (Instructor/Facilitator)

Training & Facilitation Certifications in Leadership, Performance Coaching, and Team Building

FBI National Records Search (Cleared 3/2011)

Technical Skills

Proficient in MS PowerPoint, Excel, Word, Adobe Photoshop, and various LMS platforms (Adobe Connect, Illuminate)

Experienced with training tools and software for both in-person and virtual training delivery

Key Strengths

Training Program Development & Delivery

Vendor Coordination and Oversight

Project Integration & Stakeholder Collaboration

Leadership & Mentorship

Process Improvement and Documentation

Metrics & Performance Evaluation

Strong Communication & Presentation Skills

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