Donnie Boroff

Conducts learning and performance needs analysis, determines the learning strategy and design, and collaborates with instructional designers or external vendors on the development of learning solutions and facilitates training sessions with employees, agents and/or agent’s employees.

• Facilitate and deliver classroom and distance learning to American Family's employees and leaders to meet
business goals
• Assisted in the re-design, development, and facilitation of the Property Excel On-Boarding Program using
expert learning techniques
• Project lead on determining the effectiveness of American Family's onboarding process
• Coach and mentor American Family's employees and leaders in their professional development and growth
• Created and delivered a mixed learning experience to reskill and upskill the Claims Talent Development division
• Learning Advisor to new Personal Lines division employees to ensure role and job readiness

Supervised performance of team members, intercede as necessary to resolve problems and deliver training on improving efficiencies and customer experience. Maintain personal rapport and win-win relationships with other lines of businesses and branch claim offices throughout the organization. Selected Accomplishments:

• Facilitated intermediate coaching workshop for future auto and liability leaders in Houston, TX.
• Lead a monthly coaching call for the central zone, with a focus on developing coaching skills in individuals at all salary grade levels.
• Analyze monthly quality and customer service reports for trends and training gaps.
• Developed scenarios for the property new hire training redesign and created a document on what makes a successful claim adjuster.
• Delivered training to the Minnesota and Wisconsin property offices concerning new direct repair program

Oversaw and assisted customers through the home buying and selling experience. Selected Accomplishments:

• Top new lister for February 2006
• Top new sales agent for April 2006

Responsible for entering and maintaining orders for Great Clips and other key accounts. Worked with customers concerning expiring product warranties and renewed their contract to ensure no lapse in technical support. Selected Accomplishments:

• Created and maintained training processes on data and order entry through a lean framework.
• Trained contract administrators on order entry process to ensure customer’s order would be entered accurately and shipped promptly.