Summary
Overview
Work History
Education
Skills
Certification
Affiliations
References
Timeline
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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
Abbie Gray