Call Center Training Manager

Hermes 'Ernie' Sanchez

+1-602-***-**** ******.*****@*****.*** Peoria, AZ 85383

WORK EXPERIENCE

Corporate Training Manager, Point Break Financial

March 2025 - Present

Conducts annual training and development needs assessment. Develops training and development programs and objectives. Administers spending against the departmental budget. Obtains and /or develops effective training materials utilizing a variety of media.

Trains and coaches managers, supervisors and others involved in employee development efforts.

Plans, organizes, facilitates and orders supplies for employee development and training events.

Call Center Trainer, One Medical

September 2024 - March 2025

Build and maintain operational processes, standard work, process flows. Facilitate, provide performance feedback, and contact center training & skills coaching

Collaborate to design and improve the training & nesting program Act as process expert to solve problems, escalate systemic and workflow process issues

Learning & Development Content Creator, Pella Windows & Doors Mountain West (Manufacturing October 2023 - June 2024

- Building Training Content for All aspects of Training; New Hire Orientation, Hub Academy, Avanti Expert Certification program, Safety Program. . .

- Maintaining and creating content in the Absorb LMS System. Learning Management System Administrator, Apple

May 2023 - August 2023

o Assist L & D with old LMS system for current training sessions until final LMS shutdown.

o Help with new programming and career development path with new LMS system.

Training Manager, WorkCare, Inc.

February 2022 - January 2023

Responsible for updating, creating, designing, and implementation of curriculum of over 10 formal training programs for the Incident Intervention Department.

Continually evaluate course effectiveness and Curriculum Development as LMS Administrator .

Supervised a 3 person Training team while assisting HR with Interviews and created a Interview worksheet which helped with getting better candidates and increase Retention Rate over 25%.

Created and Facilitated a 2 hours Company wide Leadership Mentorship discussion involving over 65 supervisors.

Training Role Manager, DeepMile Networks LLC

October 2020 - February 2022

Lead, coordinated, tracked and maintained all Global Service Center (GSC) problem tickets associated with new EHR System, n

Assists in establishing the Informatics Steering Committee (ISC) at the Military Treatment Facility (MTF) in accordance with the DHA ISC Policy. Maintained training rosters, role assignments, and provider credentials of over 180 personnel during change over to new HER at 98% accuracy. Epiq Training Supervisor, Services

September 2018 - March 2020

Lead a 5 person Training team for Call Centers of over 4 locations(Phoenix,AZ; Tampa,FL; Dublin, OH; Portland, OR). Organized and updated Project Legal Cases, Curriculum, training for New Hire classes on a weekly basis.

Established 4 new SOPs for the Training Department, while updating 3 for Talent Management Section.

Education Operations Manger, Sentry Data Systems

November 2016 - August 2018

Dual roles as Manager of a 6 – person team of Trainers and fostered a 4- person Quality Assurance Team ensuring workers were up to date on company’s plans and policies.

Collaborate with SME's on Training Project Cases on Product Training program for Clients.

Led meetings with All Departments as LMS Administrator to develop over 25 career paths for all of different specialities within company. Developed and modified training to include Data Analysis for Quality Assurance Analysts to improved productivity by 25% Developer / Trainer, Parallon

July 2015 - October 2016

Supervised a 14 Person team (8 at location, 6 Remote) in the Underpayment insurance department.

Assisted Training Dept with Instructing classes, building course content, and updating course designs on their LITMOS LMS system. Completed a 2 Project Cases on new Insurances processes with training ensuring up to date content is being used.

Program Development Manager, Prospanica fka NSHMBA November 2014 - July 2015

Develop the goals and strategic direction for the Training and Development Department.

Create and manage the operating budget for the Programs Department. Managed over eight programs for the two of NSHMBA’s 3-day summit events.

Training Content Manager, CGI Federal Training

November 2013 - August 2014

Assisted HR with interviewing over 250 applicants 2 weeks prior to 1st Training class for call Center.

Devised & completed a Project on effective instruction, course curriculum and training program with the Quality assurance section. Non-Commission Officer, United States Air Force

March 1992 - August 2013

Non Commission Officer in Charge of teams ranging from 5 to 100 Airmen Researched and revised instructional materials for a specialized DLIELC course.

Evaluates Instructional System Development analysis reports Varies Squadrons

Designs & develops instructional materials for 31 courses in English/Spanish Managed group training Government Purchase Charge account over $250K Ensured training compliance for 366 Medical Group 370+ personnel. Manage Warehouse handling Military Shipping cargo, and Inbound Cargo EDUCATION

Walden University

2010-2012

Master's Degree, Instructional Design and Technology University of Phoenix

2004-2007

Master of Business Administration (M.B.A.), Health/Health Care Administration/Management Community College of the Air Force

2003-2004

Associate's Degree, Education and Training Management Park University

2001-2003

Bachelor's Degree, Manangment/Computer Information System SKILLS

Accuracy, Analysis, Business Administration, Class E License, Coaching and Developing, Collaboration, Commissioning, Compliance, Contact Center, Curriculum Development, Customer Retention, Data Analytics, Electronic Health Records, English Speaking, Facilitation, Healthcare Administration, Human Resources Experience, Instructing, Instruction, Instructional Design, Interventional, LMS, MBA, Medicaid, Medicare, Military Experience, Non Profit, SME, Spanish Speaking, Talent Management

CERTIFICATION AND LICENSES

Professional Manager Certification (PMC)

Training Instructor Certification

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