CASSANDRA SIMONE-MUNSON

** ***** **** ****, ********, CT 06416, Home: 860-***-****, Cell: 860-***-****

fagx6m@r.postjobfree.com - http://www.linkedin.com/in/cassandrasimonemunson

SUMMARY

Dynamic, results-oriented professional with 20+ years of expertise in management, customer service, innovative training delivery and development, building high performance teams and managing successful enterprise wide training initiatives dedicated to continuous improvement, quality and excellent customer service. The process improvements and training interventions I implement increase productivity, quality, and customer satisfaction while reducing costs, lowering turnover and maintaining a positive work environment in healthcare, pharmaceutical, government and entrepreneurial companies.

AREAS OF EXPERTISE

• Management – Health Net Supervisor Training & Development, Military Help Desk Manager, Supervisor Software Customer Service, Supervisor, Loctite Corporation Sales Office Automation Center

• Training – Deliver Training, Manage training, schedules/logistics

• Classroom, Distance, Computer-based training

• Instructional Design using ADDIE

• Storyboards, Design Documents, Needs Analysis, Testing Assessments, Performance Evaluations

• Meyers Briggs Certified (MBTI)

• Adult Education – designed and delivered computer training for Greater Hartford Continuing Education

• Training Videos • Technical Writing - Software Documentation, Process and Procedure Documentation

• Information Mapping

• nGenera Knowledgebase

• SumTotal LMS System

• Word, Excel, PowerPoint, Access, Visio

• Captivate, Articulate, Toolbook

• SnagIt, Full Shot

• Survey Monkey

• Sales – Consultative Sales, Training Consulting Sales, Real Estate Sales; Word Processing Equipment Sales

EMPLOYMENT HISTORY

HEALTH NET 9/2004- 10/2010

Supervisor Training and Development

• Developed and maintained a fantastic team of Instructional Designers, Trainers and Technical Writers who were highly effective in developing and delivering training (classroom, virtual and computer-based) and technical documentation by fostering an environment of creativity, inspiration and innovation.

• Successfully transitioned claims processing skills to offshore vendors and out of state employees by using blended learning training plan combining virtual, computer-based and classroom training.

• Maintained highly satisfied customers as reported through customer survey results using excellent customer service skills in daily customer interactions concerning requests for documentation revisions and training requests.

• Provided continuous on-time delivery of key training in support of company objectives through effective management of large-scale curriculum development, computer-based training development, technical writing and system release projects.

• Developed clear, concise, current documentation and training vehicles for users through effective use of subject matter expert focus groups and work process observation meetings.

• Obtained immediate participant training scores and training effectiveness feedback by creating Computer-Based Assessments, Reports and on-line Surveys.

• Improved employee productivity and management/employee communications by developing and delivering Management training in Process Improvement, Communications and Conflict Management.

• Gained documented service improvements as reported through follow-up measurement assessments by developing and delivering a blended Customer Service Training Series for Claims Call Center.

• Provided timely in-house reporting and software support by becoming administrator for Sum Total Learning Management System.

CASSANDRA SIMONE-MUNSON Page 2

POSTAL INNOVATIONS, Fairfax, VA 1999-2003

Deputy Project Manager /Military Data Help Desk Manager/ Sales

• Deputy Project Manager - Machine Conversion Device, $877,000 contract with USPS resulting in successful completion of software development contract, in time and on budget.

• Successfully fulfilled Military Health Systems contract by managing a Military Health System (MHS) Help Desk providing software application support and data reporting to managers, clinicians and analysts.

• Provided Consultative Sales to government and commercial customers resulting in development of excellent rapport with various government contacts and achievement of our company’s sales goals.

• Saved time, increased response time and raised customer satisfaction by designing and developing improved processes and procedures, training and documentation for USPS software help desk.

• Contracted to IBM POS Test Team. Provided testing and scenario development for IBM's USPS retail terminal software application resulting in the highest “lists of defects” found for that project.

• Enhanced company sales efforts though development of cohesive library of training and technical documentation supporting company developed software products, RFPs and proposals.

• Gained 20% reduction in personnel turnover by implementing behavioral-based Interviewing.

BOEHRINGER INGELHEIM, Ridgefield, CT 1998-1999

Manager Organizational Effectiveness

• Decreased reported personnel complaints against management by developing and delivering highly successful management programs in communications and conflict management.

• Significantly reducing personnel issues as reported through follow-up assessments by coaching individual managers in team development and team issues.

• Decreased class training time and increased comprehension, as supported by training assessments, by including Integrated Life Cycle of Drug Development computer based training into orientation training.

• Inspired more effective team communications and higher productivity as reported through follow-up interviews and productivity reports by delivering and coordinating successful Action Learning team-building workshops for Managers and teams.

• Improved employee and management relations based on employee surveys by developing and delivering outplacement training for laid off manufacturing personnel.

SIMONE CONSULTING, Training & Development 1996-Present

• Provided just in time training for newly hired company leaders by delivering successful Business Process Improvement, Change Management and Train-the-Trainer programs in Copenhagen, Mexico and US.

• Increased revenue for Capital Community College and provided updated skills for several adults requiring retraining for new and existing jobs by developing and delivering Microsoft Curriculum for Hartford Community College Adult Education.

• Provided successful distance training for Managers from several countries through course development expertise and facilitation of computer-based and on-line Strategic Management Competency Model training.

• Designed and delivered Amisys Systems Training for Nurse Case Management thereby successfully completing healthcare company system conversion.

• Implementation and system transition of new sales software was completed based on needs analysis for Sales Department and design and development of training documentation of new system processes.

• Designed and delivered Instructional Design Course to in-house trainers and developers resulting in their ability to develop structured system work instructions and software training documentation.

• Reduced training costs and provided successful simultaneous training of employees in different locations by designing and delivering satellite software training programs.

• Met requirements of compliance safety program on time based on my Hand Tool Safety Certification Course design and development.

• Successfully introduced laptop usage throughout the Shawmut Bank management group by providing executive one-on-one coaching.

CASSANDRA SIMONE-MUNSON Page 3

ASSISTANT DIRECTOR SALES TRAINING CIGNA, Bloomfield, CT 1994-1996

• Created curriculum and provided Project Management of Competency-Based Curriculum development for Sales New Hires consisting of video role plays, sales-scenarios and product presentation testing resulting in ability to measure individual’s grasp of basic product knowledge and “sales presentation” readiness.

• Managed Underwriting Computer Based Training Program development resulting in successful completion and introduction of this sales tool into the sales process.

• Designed and delivered countrywide rollout of specialized sales and proposal preparation software training resulting in significant decrease in proposal preparation time as reported through sales monthly reports.

• Renegotiated vendor training contracts resulting in 25% cost savings.

AETNA INSURANCE, Hartford, CT 1983-1994

Sr. Educational Advisor

• Designed and delivered Aetna's company-wide rollout of new management and supervisory curriculum introducing AETNA Management Process (AMP) using Management Coaching, Direct Broadcast, Video Case Studies and Classroom Workshops resulting in extensive reduction in travel costs and in-class time and the ability to complete employee training in three months.

• Created highly successful performance-based curriculum redesign by co-authoring company Educational Needs Analysis.

• Provided just-in-time employee training by determining performance enhancement needs and designing and delivering management training and coaching.

• Innovatively provided individual, need-based training by designing and delivering modular computer training for off-the-shelf products as well s specialized company software application training.

EDUCATION

M.ED. Management Education

Cambridge College, Boston, MA

B.S. General Studies, Minor Counseling, Magna Cum Laude

Teikyo Post University, Waterbury, CT

TRAINING AND CERTIFICATIONS

• Meyers Briggs (MBTI) Certified

• Managing Value Stream Improvement Projects – Lean Enterprise Institute

• Norwalk Community College IFS Certificate Business Analyst

• Synchronous Facilitation Certificate from InSync Training

• Synchronous Design Certificate from InSync Training

• Certificate On-Line Instruction and On-Line Instructional Design, Walden Institute

• Information Mapping for Instructional Design and Documentation

• Information Mapping for Design and Development of Effective CBT

• Certified Trainer - The Career Development Team Managing Your Career with POWER

• Certified Trainer - The Career Development Team Career Coaching for Managers & Supervisors

• Certified Trainer for Margerison-McCann Team Management Systems (TMS)

• DDI Certified Targeted Selection Interviewer

• DDI Certified Administrator, Targeted Selection

• Certified Trainer through Langevin Training for Trainers

• Developing E-Learning Strategy - Langevin

• QuestionMark Perception Assessment Development Training

• Sum Total Learning Management System Administrator

• Captivate – Essentials of Adobe Captivate 3 Webucator Training

• Certified Conflict Management Instructor

• Certified Break-It-Thinking Instructor

• CIGNA’s Business Essentials - Health Care

• Toolbook 40 hr development training course

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