Annemarie McDermott
Learning Specialist
Pueblo,United States
Overview
37
37
years of professional experience
Work History
Learning Specialist
Radial Inc.
Pueblo, CO
08.2019 - 05.2022
- Researched the latest adult training techniques and continually examined their effectiveness, through observation, coaching, and development of the agents.
- Worked closely with Client (Estee Lauder Companies) to create Learning Materials for newly hired agents, as well as for new initiative requests for the existing work force, to ensure that agents exceed client's exceptions.
- Delivered feedback using positive reinforcement techniques to encourage, motivate and build confidence in Trainers.
- Trained existing agents on new policies and processes as well as new initiatives requested by client.
- Analyze effectiveness of training and made adjustments to Learning Materials and Agenda to ensure the success of the agents attending training.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Monitored student classroom and outdoors activities to promote student safety.
Practice Manager
Animal Care Clinic, PC
Las Vegas, NM
09.1997 - 04.2020
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Developed close working relationships with front office and back office staff.
- Boosted staff morale by offering constructive feedback and specific direction.
- Assessed processes and procedures, complying with OSHA and HIPAA regulations.
- Developed policies and procedures for effective practice management.
- Oversaw accounting, budgeting, and financial reporting.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Created a Continuing Education Program that increase Revenue and Staff Morale
- Implemented best practice standards for billing resulting in substantial reduction of accounts receivable delays.
Customer Service Representative
Concentrix
Pueblo, CO
07.2018 - 08.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
Customer Care Representative
AT&T Mobility
Pueblo, CO
11.2015 - 06.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
Resolution Team Lead
Express Scripts
Pueblo, CO
12.2013 - 11.2015
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Business Consultant
Hair Innovations
Las Vegas, NM
03.2009 - 12.2013
- Devised processes to boost long-term business success and increase profit levels.
- Developed complete business plans and operational strategies for new and existing business.
- Evaluated situations and delivered targeted solutions using various tools and resources.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Staff Accountant
Argos Software
Fresno, CA
08.2006 - 08.2007
- Collected and arranged financial information and entered details into Argos Software and Insite financial management system.
- Executed financial reporting, managing prepaid accounts, schedules, reconciliations, event settlements and month-end accruals.
- Assisted Controler with year-end financial audits.
- Created journal entry schedules to improve efficiency, support and documentation of accounting processes.
Property Management Assistant
Star Hospitality Management Inc.
Punta Gorda, FL
05.2006 - 05.2007
- Promptly responded to tenant complaints and concerns for over 20 properties.
- Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
- Preparation of Budget and Reserve Schedules to present to the Boards of the Condo and Home Owner Associations
Education
Master of Arts - Classical Civilization
Creighton University
Omaha, NE12.1990
Skills
- Lesson Preparation
- Educational Settings
- Positive Reinforcement Methods
- Educational Opportunities
- Differentiated Instruction
- Learning Management System (LMS)
- Learning Programs
- Learning Metrics
- Adult Learning Principles
- Curriculum Planning
Timeline
Learning Specialist
Radial Inc.
08.2019 - 05.2022
Customer Service Representative
Concentrix
07.2018 - 08.2019
Customer Care Representative
AT&T Mobility
11.2015 - 06.2017
Resolution Team Lead
Express Scripts
12.2013 - 11.2015
Business Consultant
Hair Innovations
03.2009 - 12.2013
Staff Accountant
Argos Software
08.2006 - 08.2007
Property Management Assistant
Star Hospitality Management Inc.
05.2006 - 05.2007
Practice Manager
Animal Care Clinic, PC
09.1997 - 04.2020
Master of Arts - Classical Civilization
Creighton University
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