Health Insurance Adult Education
Resume:
PAUL FIGGINS
********@*****.***
CAREER OBJECTIVES
Highly motivated training Director with experience in technical writing and instructional design, seeking a goal driven work environment that focuses on coaching and developing employees and leaders while maintaining a high standard of engagement and accountability.
EDUCATION
Master’s degree in Adult Education and Training, University of Phoenix
Bachelor’s degree in Communications, University of Utah, Salt Lake City, UT
CERTIFICATES
Lean Six Sigma Master Black Belt
EXPERIENCE
NUVIA DENTAL, Remote 2024-2025
Training Director - Designed the learning initiatives from the ground up for a growing company that is rapidly expanding to a national footprint.
●Developed a Learning Management System from an internal CRM to allow access to all processes across the country saving the company thousands each year on an external LMS system
●Developed 120 standard operating procedures that could be read easily in a dynamic work setting
●Created training that was delivered in person and virtually that provided hands on experience to help knowledge transfer
●Utilized Articulate 360, UKG and Zoho to create dynamic course work that included simulations and other offerings to offer different eLearning options depending on need
●Created a reporting structure for completed training courses to show valued return on investment for time spent
●Traveled to eight centers to train on our systems and ensure that the staff was prepared for patents on the first day
ANDROS, Remote 2022-2024
Learning and Development Manager - Managed the learning process for a medical credentialing company.
●Maintained a Learning Management System used by an offshore third party call center
●Developed 175 Standard Operating Procedures for both internal and external processes taking existing SOPs and making them more user friendly and more organized for the end user
●Designed training for offshore and onshore agents that highlights the SOPs and hands on learning for retention
●Supported KPI alignment with training materials and Quality Assurance metrics
NEXREP, Remote 2020-2022
Training Manager - Managed 32 Training Specialists across the country.
●Supported 30 different certification programs for different companies across the USA
●Developed a template for all training modules for consistency which included facilitator guides
●Developed a structure for training schedules, communication and expectations
●Ensured all training courses had measurable impact on operations KPIs redesigning courses to be more engaging with activities, roleplay and system training
●Continually trained specialist to be more effective in the classroom by enhancing skills on effective questions, debriefs, activities, and connection in a virtual environment
WAYFAIR, Ogden, Utah 2018-2020
Training Manager - Managed a team of 12 trainers in two locations.
●Developed an observation form used by all call centers to help develop trainers facilitation skills in areas of preparation, knowledge, facilitation and presence.
●Observed and coached trainers weekly on facilitation skills to enhance adult learning.
●Developed courses on training skills to help with trainer progress. Specific courses were on effective questions, facilitating activities, proper debriefs, classroom management and training basics.
●Recommended needed changes to and created new curriculums to ensure courses were meeting expectations of stakeholders.
●Analyzed at all levels of evaluation to help improve operations KPI results through better training.
●Transitioned to a virtual environment seamlessly, training courses and providing specific feedback to trainers to enhance the virtual experience.
TESLA, Salt Lake City, Utah 2015-2018
Business Processing Manager – Managed a team of cross functional supervisors to specified quota metrics.
●Inspired high morale and encouraged growth opportunities based on individual and company goals.
●Managed a cross-functional team of 24 specialists responsible for detailed review of customer contracts based on sales requirements and financial needs of the business.
●Mentored supervisors on coaching individuals to set and exceed goals for business metrics.
●Communicated clearly the needs of the business across four sites.
Senior Trainer – My courses are focused on tested adult learning principles. I design courses that engage the adult learner by following researched and practiced theory that allows learners to gain from their past experiences while focusing on how their learning will enhance their job performance. I do this by designing and developing active and autonomous learning modules that respect the learner’s time and talents.
●Designed and facilitated ten Training Academy courses. These helped develop the trainers to be more learner focused as they built skills that enabled learners to exceed expectations from the leadership team.
●Mentored five junior trainers on design and facilitation skills. We built a complete two week course for quality control that included all aspects of adult learning.
●Developed SMART goals and Managing the Change Curve courses for leadership.
●Trained 12 new hire classes ranging from 10 -30 participants. Graduating 100% of all participants with an average score of 89% on all assessments.
●Used the ADDIE model to help improve all new hire curricula, evolving a lecture based course to an active learning course that engaged the learners and helped increase productivity and morale on the floor.
Contact this candidate