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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