Aimee Carranza
Spokane,WA
Summary
Results-oriented Training and Development Specialist with expertise in designing and implementing impactful training programs. Proven track record in enhancing employee performance through needs assessment, curriculum development, and the integration of technology. Adept at fostering collaborative environments that promote skill development and empowerment. Committed to leveraging innovative strategies, including AI applications, to continuously advance learning initiatives.
Overview
20
20
years of professional experience
Work History
Claims Training Specialist
Mercury Insurance
Brea , CA
04.2017 - Current
- Analyzed claims data to identify areas of improvement in claim processing operations.
- Collaborated with management teams to assess gaps in current training processes and develop effective solutions.
- Created online learning modules to facilitate distance learning opportunities.
- Prepared instructional materials such as manuals, handouts, assessments, multimedia visual aids, and reference worksheets.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Implemented innovative approaches in creating engaging learning experiences using technology tools such as interactive videos or simulations.
- Developed comprehensive training plans for new and existing claims staff.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Provided coaching and mentoring support to employees in order to enhance their job performance and develop new skillsets.
- Explained goals and expectations required of trainees.
- Assisted in formulating strategies for improving the quality of customer service through employee development activities.
- Developed AI-driven strategies to optimize content workflows.
- Investigated and validated the suitability of AI technologies to support educational growth.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Conducted classroom, virtual, and on-the-job training sessions to ensure compliance with company policies and procedures.
- Created and offered additional materials to enhance training.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Monitored progress of trainees throughout their program duration and provided timely guidance when needed.
- Identified potential areas where additional training may be required based on changes in business needs or customer requirements.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Participated in meetings with senior leadership team members to discuss ongoing initiatives related to employee development programs.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
- Evaluated the impact of different types of instruction methods used during training sessions.
- Maintained records of all training activities including attendance sheets, assessment results, course evaluations.
- Organized feedback surveys from trainees to determine if objectives have been met or exceeded expectations.
- Remained up-to-date with developments in area of expertise by reading current journals, books or magazine articles.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Identified needs of customers promptly and efficiently.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Worked with cross-functional teams to achieve goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Operated a variety of machinery and tools safely and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Utilized various software and tools to streamline processes and optimize performance.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Claims Supervisor
Mercury Insurance
Brea
10.2006 - 04.2017
- Conducted internal audits of closed files to verify accuracy of information before finalizing payment amounts due on each claim.
- Provided guidance, assistance and training to new staff on the proper procedures for handling customer inquiries and complaints.
- Maintained records in audit-ready condition.
- Coordinated preparation of external audit materials , such as to the CA DOI.
- Researched complex claim issues in order to resolve issues involved in a claim.
- Developed and implemented operational plans and procedures to enable successful team operations.
- Maintained records of all correspondence sent out by the department relating to individual claims processed.
- Investigated suspicious activity associated with fraudulent or questionable claims filed by customers.
- Created reports on overall department performance and communicated findings at monthly meetings with management team.
- Identified trends or patterns from data collected from customer feedback surveys related to the claims experience.
- Collaborated with quality team regarding quality assurance reviews.
Claim Specialist - Arbitration
Mercury Insurance
Brea, CA
03.2006 - 10.2006
- Completed contentions and arguments, assessed evidence, and collected information regarding liability according to applicable laws, coverage provisions, and rules of the road for submission to Intercompany Arbitration.
- Processed payments accurately according to established timelines.
- Drafted statements of loss to summarize payments, underlying policy coverages and damages in the context of disputed losses, both liability and damage based.
Claims Specialist
Mercury Insurance
Brea , CA
11.2004 - 03.2006
- Communicated with other departments to establish action plans and manage open claims to closure.
- Evaluated claims for potential fraud and took appropriate actions.
- Checked and validated necessary documentation supporting insurance claims.
- Monitored data to detect discrepancies in claims processes.
Education
Bachelor of Arts - English
University of California, Riverside
Riverside, CA06-2004
Skills
- Claims processing
- Legal compliance
- Curriculum design
- Verbal communication
- Training evaluation
- Training needs analysis
- Insurance regulations
- Claims investigation
- Computer skills
- Compliance monitoring
- E-learning platforms
- Regulatory reporting
- Coverage verification
- Employee engagement
- Learning management systems
- Continuing education
- Mentoring
- Webinar facilitation
- Virtual training
- Training facilitation
- Policy interpretation
Timeline
Claims Training Specialist
Mercury Insurance
04.2017 - Current
Claims Supervisor
Mercury Insurance
10.2006 - 04.2017
Claim Specialist - Arbitration
Mercury Insurance
03.2006 - 10.2006
Claims Specialist
Mercury Insurance
11.2004 - 03.2006
Bachelor of Arts - English
University of California, Riverside
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