Corina Klein
Lansing
Summary
Dynamic Call Center Trainer with 16 years of experience in all aspects of large call center Operations. Expertise in developing engaging training materials, coaching and managing staff, and aligning training initiatives with business objectives to drive performance. Proven ability to manage extensive training programs while effectively leading support teams to ensure a seamless learning experience. Committed to fostering professional growth and enhancing team capabilities to meet the evolving demands of the industry.
Overview
17
17
years of professional experience
Work History
Senior Training Specialist
Maximus
04.2015 - Current
- Training Coordinator 4/1/2015- 9/30/19
- Spearheaded comprehensive training initiatives for Michigan Enrolls, Medicaid Beneficiary Helpline, and Atypical Provider Call Center.
- Oversaw and developed performance of 2 direct reports, as well as monitor trainees, Training Specialists, and Subject Matter Experts.
- Partnered with Michigan Department of Health and Human Services to design and implement training and reference materials for new and existing contracts.
- Oversee the daily operations of call center training team to ensure performance metrics are met.
- Organize, design, and prepare training programs to meet contractual requirements.
- Evaluate existing training techniques to enhance effectiveness and align with organizational goals.
- Facilitate learning through classroom instruction, virtual training, on the-job coaching.
Call Center Supervisor
Maximus
10.2013 - 03.2015
- Directed and coordinated daily call center functions to enhance operational effectiveness.
- Developed and maintained comprehensive scheduling systems to support operational needs for 190 team members.
- Oversaw team of 40 counselors and 3 leads to enhance service delivery and support client needs.
- Identify and communicate training needs, staff issues, and quality control concerns.
- Assessed employee performance, authored performance appraisals, and implemented corrective actions as necessary.
- Monitored and ensured compliance with call center performance standards and corporate policies.
Lead Client Service Representative
Maximus
03.2011 - 09.2013
- Oversaw call monitoring processes to ensure adherence to quality assurance standards.
- Facilitated resolution of Service Requests and handled escalated calls to enhance customer support.
- Managed and evaluated performance of a team of up to 12 personnel.
Executive Assistant
Property Management Association of Mid-Michigan
10.2008 - 03.2010
- Advocated for multifamily housing issues to local and national legislative bodies.
- Spearheaded organization of fundraising and membership drives to enhance community engagement.
- Assisted in organizing board meetings by preparing agendas and supporting recruitment of new members.
- Managed logistics and coordination for successful annual trade show execution.
Education
No Degree -
Lansing Community College
Lansing, MISkills
- Call center operations
- Remote training delivery
- Quality Assurance
- Curriculum design
- Operational management
- Training delivery
- Customer service expertise
- Process Improvement
Timeline
Senior Training Specialist
Maximus
04.2015 - Current
Call Center Supervisor
Maximus
10.2013 - 03.2015
Lead Client Service Representative
Maximus
03.2011 - 09.2013
Executive Assistant
Property Management Association of Mid-Michigan
10.2008 - 03.2010
No Degree -
Lansing Community College