Chereese Pettis
Houston
Summary
I’m a seasoned trainer with over a decade of experience leading healthcare call center teams and developing training programs that actually stick. I specialize in coaching staff, building engagement, and turning complex processes into clear, practical tools. My focus is always on creating a culture of clarity and care, where people feel supported and empowered to succeed.
Overview
13
13
years of professional experience
Work History
Sr. Training Specialist
HCSC
03.2025 - Current
- Deliver instructor-led training in both classroom and virtual settings.
- Coach staff on best practices to improve performance and confidence.
- Create instructional design documents, storyboards, and assessments for new initiatives.
- Track learner progress and prepare monthly reports for leadership.
- Partner with management to refine training objectives and align with business goals.
Sr. Training Specialist
Cigna
02.2018 - 03.2025
- Trained new hires on customer service, company policies, and technical systems.
- Assessed individual learning needs and built tailored solutions.
- Developed training plans focused on product knowledge and communication skills.
- Encouraged active participation to create a positive learning environment.
- Managed daily call center operations, monitored performance, and provided coaching.
Customer Care Team Lead
Cigna
08.2016 - 02.2018
- Handled escalated customer complaints with professionalism and empathy.
- Coached team members on performance metrics to meet and exceed goals.
- Designed training materials on effective communication techniques.
- Collaborated with management to improve operations and service quality.
Customer Service Supervisor
SageNet
07.2015 - 08.2016
- Supervised and trained a team of 18 representatives.
- Reduced turnover by fostering a supportive, growth-focused culture.
- Conducted performance reviews and provided constructive feedback.
- Led coaching and improvement plans for exempt employees.
Data Entry Specialist
Abbott Vascular
02.2014 - 07.2015
- Processed 50+ daily orders with accuracy and efficiency.
- Maintained filing systems and conducted quality checks to reduce errors.
- Ensured timely shipment and accurate data entry for all orders.
Customer Service Representative Team Lead
Ashford University
01.2013 - 02.2014
- Assisted 50+ students with onboarding and financial aid needs.
- Mentored team members through coaching and skill development.
- Resolved escalated calls and student grievances effectively.
- Supported admissions staff with training and performance evaluations.
Education
Bachelor of Science - Psychology
Liberty University
Lynchburg, VA03-2026
Skills
- Coaching & mentoring
- Training program design (virtual & classroom)
- Staff engagement & culture building
- Train-the-trainer facilitation
- New hire onboarding & development
- E-learning platforms & instructional design
- Performance monitoring & feedback integration
Timeline
Sr. Training Specialist
HCSC
03.2025 - Current
Sr. Training Specialist
Cigna
02.2018 - 03.2025
Customer Care Team Lead
Cigna
08.2016 - 02.2018
Customer Service Supervisor
SageNet
07.2015 - 08.2016
Data Entry Specialist
Abbott Vascular
02.2014 - 07.2015
Customer Service Representative Team Lead
Ashford University
01.2013 - 02.2014
Bachelor of Science - Psychology
Liberty University