Customer Service Training
Resume:
KRISTINE K. WHELAN
Baldwin, Wisconsin 54002
***************@*****.***
PROFESSIONAL EXPERIENCE
BLUE CROSS BLUE SHIELD OF MINNESOTA 1997-2009
Senior Instructor, Corporate Learning & Development 2001-2009
Developed curriculum relating to new company or legislative initiatives, system enhancements and workflow processes
Utilized ADDIE model to implement adult education/blended learning concepts including e-learning, on-line, self study and instructor led facilitation.
Created online learning tools using Powerpoint and Captivate
Wrote and revised user manuals and workflow processes as assigned according to business need including proofreading, editing, graphics and layout design
Performed training needs assessments and curriculum evaluations, providing recommendations for changes/improvements, including the development and implementation of new programs.
Tested and revised curriculum
Created and/or managed maintenance of curriculum files and databases.
Contributed as a member of internal/external project teams
Collaborated with cross functional areas regarding the maintenance and evaluation of training programs and presentation content
Established and maintained effective working relationships with supervisors, coworkers and clients.
Participated and/or conducted discussion and project workgroups. Consistently attended staff meetings and webinars.
Conducted training for learners in organizational and/or area specific skills, knowledge, and system components required to perform their job function.
Delivered complex educational presentations to internal/external customers of varying skills and knowledge levels
Evaluated learners during the course of the training program, providing regular progress reports and recommendations to appropriate leadership.
Observed and coached learners one-on-one in the classroom setting or on the floor in response to specific questions or individual developmental needs.
Conducted training evaluations. Solicited input and feedback from customers on a continuous basis to evaluate and ensure course materials and exercises reflect the current environment.
Mentored Associate Instructors and Instructors as assigned
Claims Examiner II (2001)
Provided routine claims service to policyholders and claimants.
Review claims requests and appeals for completeness
Verify insurance coverage by reviewing policy provisions and system edits
Obtain necessary documentation for approval or denial of benefits under established policy provisions
Customer Service Specialist III (1997-2001)
Provided customer service to self insured groups in National Business Unit and IPPS, including educating members and health care providers regarding benefits, claims processing, legislative issues effecting health care benefits and appeals process.
Troubleshooting with other BCBS plans to resolve claims processing issues through Interplan processing system.
Responsible for follow-up and research to resolve claims and benefits issues.
QUANCE FINANCIAL SERVICES 1994-1996
Office Administrator
Managed small staff, including training and personnel reviews
Processed insurance applications, licensing requirements, tracked commissions and sales goals.
Created and maintained client database, streamlined filing system, introduced new software technologies
Scheduled calls and provided client service
Researched and implemented marketing plans
Miscellaneous duties included drafting and reviewing correspondence, handling incoming mail, deposits, ordering office supplies, equipment upkeep and filing
AMERICAN EXPRESS FINANCIAL ADVISORS 1991-1994
Financial Advisor Assistant
Researched and conducted marketing plans, resulting in substantial increase in client base
Processed insurance and investment applications
Scheduled calls, made sales calls and provided client service
Input of financial analysis and preparation of financial investment planning proposals
Miscellaneous duties included drafting and reviewing correspondence, handling incoming mail, maintaining files to meet compliance guidelines
EDUCATION
Rochester Community College – 2 years
Focus in Business Administration, English Literature
COMMUNITY INVOLVEMENT
Grafitti Teen Center Board Member 1994-95
Assisted in facilitation of teen board meetings in the administration, project management and special event planning for Grafitti Teen Center
Dooley Senate Campaign 1995-1997 (full time)
Campaign Manager
Fundraising, event planning, scheduling
Recruitment of Volunteers
Weekly training of volunteers and campaign staff including training in Microsoft applications, soft skills, fundraising techniques
Sharing and Caring Hands 2001-2009
Worked in kitchen, prepared and served food, clean up
PC Skills: Proficient in Microsoft Office Pro including Word, Powerpoint, Excel & Access; Captivate E-learning, Lotus Notes, ACT
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