Abbie Gray
Arlington,USA
Summary
I am a Highly Accomplished Training Professional who conceptualizes, develops, and delivers results-centric instructional initiatives to achieve challenging objectives that align with an employer’s mission, vision, values, and goals. I analyze training needs and apply professional knowledge and new technologies to drive high performance outcomes. As well as an engaging communicator with a proven ability to facilitate diversity and inclusion within the workplace. I lead multidisciplinary teams by example, fostering success through growth-focused coaching and mentoring.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Specialist – ECC Education & Development
ALSAC St. Jude Children's Research Hospital
Memphis, TN
01.2012 - Current
- Spearheaded development and delivery of dynamic training materials through diverse channels
- Engage Marketing, ITS, Quality Management, Communications, and National Executive Office in joint initiatives
- Formulated effective development plans for leaders and partners
- Conducted needs analyses, identified learning outcomes, and determined training durations.
- Collaborate with internal stakeholders and external departments to maintain consistency in content delivery.
- Implement performance improvement strategies for learners
- Employ established coaching methods for essential documentation
- Managed key functions in design, development, and implementation of training.
- Manage end-to-end training event initiatives, ensuring meticulous preparation of class materials
- Created critical tools for individuals and teams to solve key problems
- Evaluated achievements and areas for enhancement to create efficiency strategies.
- Acted as primary interim Training Manager and Program Supervisor
- Maintained up-to-date credentials for call center CRM systems
- Implemented recognition system to reward top-performing call center staff
- Enhanced call standards through targeted feedback to Call Center Supervisors
- Implemented tailored methods enhancing customer service activities
- Identified key improvement opportunities through feedback analysis
- Researched and analyzed customer feedback to identify areas of improvement.
- Developed comprehensive onboarding guides covering company procedures
- Assessed departmental requirements to enhance productivity.
- Maintained positive working relationship with fellow staff and management.
Training Specialist
UNITED BIOSOURCE
01.2009 - 01.2012
- Directed multi-level operational training through extensive industry knowledge
- Designed cutting-edge training curriculum for new and refresher classes
- Formulated new policies based on analysis findings
- Enhanced teaching resources
- Assessed process performance and compliance
- Participated consistently in interviewing processes
- Created intricate documentation for technical training
- Launched tailored online applications based on user requirements
- Enhanced departmental standards regularly
- Facilitated workshops ensuring adherence to corporate guidelines
- Created and updated comprehensive job aids
- Led train-the-trainer sessions to enhance trainer readiness for course delivery.
- Developed evaluations for training program effectiveness
- Created training curriculum for onboarding new hires and current staff.
- Broadened job functions through employee cross-training, boosting overall productivity
- Pinpointed improvement areas in current training programs
- Partnered with internal stakeholders to develop customized learning models
- Facilitated virtual classes using digital platforms
- Created in-depth analyses of course completion and satisfaction trends
- Oversaw several projects concurrently, meeting stringent timelines.
Reimbursement Training Supervisor
ACCREDO HEALTH GROUP
01.2007 - 01.2009
- Enhanced policies, procedures, and Standard Operating Procedures for training needs
- Managed comprehensive onboarding and development programs
- Enhanced employee skills through comprehensive reimbursement education program
- Developed course curriculums aligned with organizational objectives
- Ensured compliance with boundaries set by C.A.R.E. training
- Facilitated continuing education programs for Reimbursement via the C.A.R.E framework.
- Introduced new materials into training resources
- Created and administered orientation courses tailored to new team members
- Reduced operational inefficiencies by assessing employee performance regularly
- Facilitated team-building events boosting staff motivation and morale
Patient Account Representative
ACCREDO HEALTH GROUP
01.2006 - 01.2007
- Played a vital role in maintaining detailed spreadsheets, current collections, and outstanding balances while writing billing-specific proposals, submitting adjustments for PID issues, and compiling and submitting reports as required
- Processed reimbursement accounts to ensure accurate financial data and system documentation
- Liaised among customers via contacts with representative individuals or groups
- Fostered valuable relations with patients/families, referral sources, and customers
- Promptly responded to and resolved diverse patient issues with insurance or Accredo
- Participated in special reimbursement projects, including Genentech Replacement Program
Education
Bachelor of Arts - Communication
UNIVERSITY OF MEMPHIS
Skills
- Facilitation of Adult Education
- Training Delivery in All Educational Settings
- Development of Training Programs
- Mentorship for Excellence
- Enhance Process Efficiency
- Applying Industry Best Practices
Certification
- Pathways Leadership Training Certifications: Path I Foundations, Path II Higher Performance, Pathways II – Higher Performance Coaching for Success
- Six Sigma Yellow Belt
- Certified Tour Guide – St. Jude’s Children’s Research Hospital
Affiliations
- Horseback riding and barrel racing with my daughter
- I love being outdoors and playing games with friends and family
- Traveling
References
References available upon request.
Timeline
Specialist – ECC Education & Development
ALSAC St. Jude Children's Research Hospital
01.2012 - Current
Training Specialist
UNITED BIOSOURCE
01.2009 - 01.2012
Reimbursement Training Supervisor
ACCREDO HEALTH GROUP
01.2007 - 01.2009
Patient Account Representative
ACCREDO HEALTH GROUP
01.2006 - 01.2007
- Pathways Leadership Training Certifications: Path I Foundations, Path II Higher Performance, Pathways II – Higher Performance Coaching for Success
- Six Sigma Yellow Belt
- Certified Tour Guide – St. Jude’s Children’s Research Hospital
Bachelor of Arts - Communication
UNIVERSITY OF MEMPHIS
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