DeAnna Reed
Rensselaer,NY
Summary
Experienced Training and Customer Service professional in the call center and health insurance industry. Successful in developing and delivering training programs aligned with organizational goals. Utilizes innovative methods to create engaging and effective learning experiences, applying a strong understanding of instructional design principles and adult learning theories. Demonstrates strong analytical, communication, and teamwork skills, with a proven ability to quickly adapt to new environments.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Maximus Federal Services
11.2024 - 01.2025
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Increased first-call resolution rates by carefully listening to customers needs, providing accurate information based on their inquiries, and handling difficult conversations with compassion and professionalism.
Training Specialist
Maximus
12.2021 - 04.2023
- Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer based on proven adult learning techniques including ADDIE, Rapid Course Development, and Adult Learning Theory.
- Evaluated training effectiveness using feedback surveys, assessments, and monitoring a daily classroom report, making continuous improvements as needed.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Assessed additional needs based on training progress and collaborated with both internal and external clients in order to meet requirements.
- Facilitated virtual, in-person and blended learning sessions.
- Trained and mentored 200+ new personnel hired to fulfill various roles.
Training Coordinator
Maximus
07.2016 - 12.2021
- Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
- Trained and mentored 200+ new personnel hired to fulfill various roles.
- Developed engaging instructional materials, including presentations, handouts, and interactive activities.
- Partnered with external vendors to source specialized training content or services when required by organizational needs or strategic priorities.
- Documented class attendance and participation and provided feedback to management.
- Optimized program success by regularly reviewing course content for accuracy, relevance, consistency, making updates as necessary.
Consumer Service Specialist (CSS) III
Maximus
01.2016 - 07.2016
- Delivered exceptional phone-based support while consistently maintaining a professional demeanor during high-pressure situations or back-to-back calls.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Developed rapport with customers, earning trust through active listening and empathetic responses leading to higher retention rates and positive feedback from clients.
- Administered accurate account setup, maintenance, and closing of customer account information.
- Managed escalated calls professionally, diffusing difficult situations to ensure customer satisfaction.
- Maintained accurate records of customer interactions to facilitate seamless follow-up on unresolved issues.
Consumer Service Specialist (CSS) I
Maximus
11.2014 - 12.2015
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Assisted customers in navigating company website and creating online accounts, improving overall user experience
- Addressed consumer inquires by ensuring that the appropriate actions and changes were made to resolve their problems
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
B.S - Criminal Justice
SUNY Plattsburgh Extension Site At Hudson Valley Community College
Troy, NY01.2012
Associate of Science - Criminal Justice
Hudson Valley Community College
Troy, NY01.2011
Regents Diploma -
Columbia High School
East Greenbush, NY06-2009
Skills
- Microsoft Office Suite (Word, Excel, Access, PowerPoint, Teams, Outlook)
- Customer service
- Experience with Learning Management Platforms
- Adult Learning Principles
- Training facilitation
- Verbal and written communication
- Training curriculum development
- Active listening
- CRM software
Accomplishments
- Recipient of the New York State of Health Fourth Quarter 2016 Mission and Values Award
- Promoted from Consumer Services Specialist (CSS) III to Training Coordinator in six (6) months
- Promoted from Consumer Services Specialist (CSS) I to Consumer Services Specialist (CSS) III
- Selected by management to participate in company focus groups
- Selected by management to update daily call center statistics
- Recognized on multiple occasions for exceptional customer service by consumers and management
- Assisted in the startup of a new location in Rochester by helping to train over 2000 new call center agents
Summary Of Qualifications
Outstanding Customer Service
Strong Communication Skills
Course Facilitation
Excellent Organization Skills
Experience Working with Policies and Procedures
Team Player
Works Well Individually or as Part of a Team
Classroom Management Experience
Virtual Training Experience
Goal Oriented
Creative
Knowledge of Adult Learning Theory
Experience in Curriculum Development
Timeline
Customer Service Representative
Maximus Federal Services
11.2024 - 01.2025
Training Specialist
Maximus
12.2021 - 04.2023
Training Coordinator
Maximus
07.2016 - 12.2021
Consumer Service Specialist (CSS) III
Maximus
01.2016 - 07.2016
Consumer Service Specialist (CSS) I
Maximus
11.2014 - 12.2015
B.S - Criminal Justice
SUNY Plattsburgh Extension Site At Hudson Valley Community College
Associate of Science - Criminal Justice
Hudson Valley Community College
Regents Diploma -
Columbia High School
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