Amanda Gardner
Norton
Summary
Professional trainer with strong background in developing and delivering effective training programs. Skilled in instructional design, curriculum development, and performance assessment. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, flexibility, and fostering positive learning environment.
Experienced with creating and delivering comprehensive training programs tailored to diverse audiences. Utilizes engaging instructional methods to facilitate effective learning and skills development. Track record of enhancing team performance through interactive and collaborative training sessions.
Overview
32
32
years of professional experience
Work History
Trainer
Mphasis / TRHC Account
08.2024 - Current
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Facilitated team-building exercises to foster collaboration between department members.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Implemented gamification techniques in training sessions, boosting learner engagement and participation.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Elevated participant engagement by developing interactive training modules.
- Developed comprehensive evaluation system to measure training effectiveness and inform future improvements.
- Advanced organizational goals through strategic development of training initiatives aligned with company objectives.
- Optimized training delivery schedules, accommodating diverse learning styles and work commitments.
- Engaged with subject matter experts to ensure training content accuracy and relevance.
- Provided coaching and mentoring to employees.
- Trained and mentored 50+ new personnel hired to fulfill various roles.
- Facilitated virtual, in-person and blended learning sessions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Developed job-specific competencies and performance standards.
- Developed lesson plans, instructional materials and written practice tests for multiple training courses.
Customer Support Specialist
Mphasis
02.2023 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
- Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
Patient Care Advocate
CAREXM
05.2020 - 07.2022
- Inbound calls from medical personal
- Create messages to page requested on call doctor or medical staff
- Follow each account contract on how each call would be handled or directions to give to caller
- Document calls accordingly to procedures
- Level 6 agent
Customer Service Representative
CONCENTRIX
02.2020 - 04.2020
- Inbound calls from customers and agents
- Record customer information within our customer service database
- Offer support and solutions to customers
- Follow ups, when needed, to customers or agents
- Made requested changes to policy
- Provide documents that have been requested
- Payments
- Review billing accounts and breakdowns
- Problem solving and de-escalate calls
CSR/Office Manger
COOLEY MEDICAL
03.2019 - 12.2019
- Schedule each employee's day; Delivery, Respiratory and Marketing
- Answer phones, work incoming orders, confirming insurance eligibility
- Customer service for medical equipment
- Reporting, deposits, completing all office tasks
Customer Service Special and Accountant Care
FRONTIER/SYKES II
11.2016 - 11.2018
- A passion to help those in need, Customer Service Excellence
- Strong desire to help and take ownership on seeing things through
- Curious, with a desire to always learn more, including strong problemsolving skills
- Ability to work as a team member, as well as independently with minimal supervision
- Effectively communicates, both written and verbally
- Troubleshoot basic and routine customer issues that are technical in nature
- Ability to multi-task and adapt to changes quickly
- Assist customers with QuickBooks; research and provide resolution to questions and problems
- Troubleshoot issues that are technical in nature, including hardware, software and networking
- Solve problems that may be unstructured and require use of conceptual thinking skills
- Listen attentively to customer needs and concerns; demonstrate empathy and build rapport
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer experience and business performance
Utilization Review Department Specialist Lead
LOGISTICARE
02.2011 - 07.2016
- Supervise 22 employees daily
- Act as mediator between UR Department staff and other departments
- Monthly and yearly reviews on employee's progress and goal
- Prioritize and distribute the daily workload
- Help resolve difficult situations and/or member issues
- Educate staff of new policies and procedures
- Take over upset members and resolve their issues within my job boundaries
- Provide a happy and less stressful work environment
- Confer with customers by telephone to provide information about the non-emergent medical services that are covered for transportation to be provided for Medicaid recipients
- Refer unresolved customer grievances to designated departments for further investigation
- Prepare and review operational reports and schedules to ensure accuracy and efficiency
- Confirming the member's eligibility and providing transportation to the covered services allowed by the broker client
- Set goals and deadlines for the department
- Encourage cost savings
- Analyze internal processes and recommend and implement procedural or policy changes to improve operations, such as supply changes or the disposal of records
- Monitor the facility to ensure that it remains safe, secure, and well-maintained
Cook and Front Counter
NUTS GRILL AND SUBS
06.2009 - 02.2011
- Grill, cook, and fry foods such as french fries, hamburgers, subs, and hot dogs
- Clean food preparation equipment, work areas, and counters or tables
- Take orders from customers and cook foods requiring short preparation times, according to customer requirements
- Grill and garnish hamburgers or other meats such as steaks and chops
- Restock kitchen supplies, rotate food, and stamp the time and date on food in coolers
- Plan work on orders so that items served together are finished at the same time
- Perform general cleaning activities in kitchen and dining areas
- Accept payments and make change or write charge slips, as necessary
- Order supplies and stock them on shelves
Certified Nursing Aide
HERITAGE HALL WISE
09.2007 - 05.2008
- Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs
- Apply clean dressings, slings, stockings, or support bandages, under direction of nurse or physician
- Assist nurses or physicians in the operation of medical equipment or provision of patient care
- Change bed linens or make beds
- Clean and sanitize patient rooms, bathrooms, examination rooms, or other patient areas
- Collect specimens, such as urine, feces, or sputum
- Document or otherwise report observations of patient behavior, complaints, or physical symptoms to nurses
- Feed patients or assist patients to eat or drink
- Gather information from caregivers, nurses, or physicians about patient condition, treatment plans, or appropriate activities
- Measure and record food and liquid intake or urinary and fecal output, reporting changes to medical or nursing staff
- Observe or examine patients to detect symptoms that may require medical attention, such as bruises, open wounds, or blood in urine
- Provide physical support to assist patients to perform daily living activities, such as getting out of bed, bathing, dressing, using the toilet, standing, walking, or exercising
- Record height or weight of patients
- Record vital signs, such as temperature, blood pressure, pulse, or respiration rate, as directed by medical or nursing staff
- Review patient's' dietary restrictions, food allergies, and preferences to ensure patient receives appropriate diet
- Set up treating or testing equipment, such as oxygen tents, portable radiograph (x-ray) equipment, or overhead irrigation bottles, as directed by a physician
Dialysis Technician
MOUNTAIN EMPIRE DIALYSIS CENTER
03.1993 - 06.2005
- Set up, maintain, calibrate, clean, and test sterility of the dialysis equipment
- Record patients' medical history, vital statistics, or information such as test results in medical records
- Interview patients to obtain medical information and measure their vital signs, weight, and height
- Clean and sterilize instruments and dispose of contaminated supplies
- Prepare and administer medications as directed by a physician
- Change dressings on wounds
- Hold pressure to the dialysis access punctures
- Perform general office duties, such as answering telephones, taking dictation, or completing patients' charts
- Greet and log in patients arriving at office or clinic
- Scheduled appointments for patients
- Inventory and order medical, lab, or office supplies or equipment
- Initiated dialysis treatments
- Terminated dialysis treatments
- Monitored patients during and after treatments
- Patient education on fluid intake, foods, and medications
Education
High School Diploma -
JJ Kelly High School
Wise, VA06-1988
Skills
- New hire training
- Planning and coordination
- Public speaking
- Creative problem solving
- Group and individual instruction
- Course planning
- Lesson planning
- Curriculum planning
- Materials preparation
- Lesson plan development
- Remote learning
- Online instruction
Timeline
Trainer
Mphasis / TRHC Account
08.2024 - Current
Customer Support Specialist
Mphasis
02.2023 - Current
Patient Care Advocate
CAREXM
05.2020 - 07.2022
Customer Service Representative
CONCENTRIX
02.2020 - 04.2020
CSR/Office Manger
COOLEY MEDICAL
03.2019 - 12.2019
Customer Service Special and Accountant Care
FRONTIER/SYKES II
11.2016 - 11.2018
Utilization Review Department Specialist Lead
LOGISTICARE
02.2011 - 07.2016
Cook and Front Counter
NUTS GRILL AND SUBS
06.2009 - 02.2011
Certified Nursing Aide
HERITAGE HALL WISE
09.2007 - 05.2008
Dialysis Technician
MOUNTAIN EMPIRE DIALYSIS CENTER
03.1993 - 06.2005
High School Diploma -
JJ Kelly High School
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