Chelsie Smith
Lake Worth,FL
Summary
Experienced Senior Software Trainer who is passionate about her client's experience and success. Proven to be an effective resource throughout the implementation and post implementation period, building long lasting and trusting relationships with clients. SME in various healthcare practice workflows including front desk, billing, admin and configurations. Proficient in software development methodologies and skilled in designing comprehensive and tailored training initiatives per the needs of the client. Known for fostering collaboration and driving results to elevate both client and team satisfaction.
Overview
14
14
years of professional experience
Work History
Senior Training Consultant
Modernizing Medicine
Boca Raton , FL
01.2024 - Current
- Analyzed existing training materials and identified areas for improvement.
- Conducted needs assessments to determine training requirements for employees and management teams.
- Identified appropriate instructional strategies based on organizational objectives and learner needs.
- Collaborated with subject matter experts to develop job-specific courses that met organizational standards.
- Designed online courseware using a variety of authoring tools such as Adobe Captivate, Articulate Storyline.
- Provided guidance and support to junior trainers in the development of their skillset.
Training Consultant II
Modernizing Medicine
Boca Raton , FL
02.2023 - Current
- Develop and implement comprehensive training curriculums.
- Manage training calendars to inform participants of upcoming training session topics and dates.
- Prepare reports to track client progress and workflow needs for future training.
- Identify areas for improvement in training programs and collaborate with training team to implement changes.
- Collaborate with senior and department leaders to develop and implement workforce plans
- Evaluate effectiveness of training programs and recommended improvements to upper management.
- Establish and provide appropriate instructional materials and training outlines for client implementation.
- Mentor and onboard new staff members to establish client satisfaction.
- Improve quality of instruction by assessing program successes and improving deficient areas.
- Create innovative approaches to teaching complex concepts related to software usage.
- Assess business needs and plan improvements by consulting closely with management.
- Support remote and online training initiatives by writing manuals and recording videos.
- Design instructional materials such as tutorials, study guides, handouts.
- Deliver hands-on instruction on the use of various types of computer hardware, programs and workflows within the site.
- Maintaining current knowledge about changes in relevant technologies or industry trends affecting product features or functionality.
Training Consultant I
Modernizing Medicine
Boca Raton , FL
07.2022 - 01.2023
- Assessed training needs through surveys, interviews with employees or focus groups.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Evaluated outlines, texts and handouts prepared by other instructors.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
Senior Support Specialist
Modernizing Medicine
Boca Raton , FL
10.2018 - 06.2022
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Established continuous improvement initiatives to achieve KPIs.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Evaluated software or hardware to recommend improvements or upgrades.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Led Hybrid Onboarding program while still maintaining the team average or above for all KPIs.
Office Manager
Nevine Carp, M.D
Boynton Beach , FL
01.2010 - 10.2018
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Administered payroll and maintained proper documentation of employee personnel.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Reviewed files and records to obtain information and respond to requests.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Managed office budget to handle inventory, postage and vendor services.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices..
- Resolved patient inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Education
Bachelor of Science - Project Management
Palm Beach State College
Lake Worth, FL03-2025
Associate of Science -
Palm Beach State College
Lake Worth, FL12.2016
Skills
- Remote training
- Quality improvements
- Program management
- Leadership Training
- Program Implementation
- Business Administration
- Product development
- Training and coaching
- Scheduling and calendar management
- Billing workflows within Practice management
- Employee Coaching
- New Program Development
- Feedback Analysis
- Program Support
- Process oversight
- Staff training
- Technical troubleshooting
- Project Management
- Best Practices Implementation
- Client Requirements Assessment
- Performance Tracking
- Quality Assurance
- Configuration Management
- Processes and Procedures
- Project Leadership
- Project Implementation
- Data Analytics
- Subject Matter Expert
- Customer Relationship Management
- Process Optimization
- Process Improvement
- Reports and Documentation
- Analytical Thinking
- Software Troubleshooting
- Problem-Solving
- Issue Resolution
- Motivational Techniques
- Learning Management Systems
- Employee Interviewing
- Video Instruction
Timeline
Senior Training Consultant
Modernizing Medicine
01.2024 - Current
Training Consultant II
Modernizing Medicine
02.2023 - Current
Training Consultant I
Modernizing Medicine
07.2022 - 01.2023
Senior Support Specialist
Modernizing Medicine
10.2018 - 06.2022
Office Manager
Nevine Carp, M.D
01.2010 - 10.2018
Bachelor of Science - Project Management
Palm Beach State College
Associate of Science -
Palm Beach State College
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