DEMI B. CLEMMONS
Fort Lauderdale,FL
Summary
Certified Trainer Call Center Quality Assurance KPI/Metrics CRM Content Creator Director Event Planning Educational Program Development Individual and Group Instruction Learning Management Systems Metrics Improvement Marketing Non-Profit Management Project Management Training and Development Software Proficiency Supervisor Work Force Management Payroll QuickBooks Smart Service
Overview
7
7
years of professional experience
1
1
Certification
Work History
INVOICE AND BILLING SPECIALIST
DKW INDUSTRIES
01.2023 - Current
- Conduct all aspects of the billing process
- Maintain accurate billing records in a timely manner
- Develop a system to streamline the billing process for the company
- Maintain accurate administrative records on each customer in all databases
- Meet the end of the year billing cycle to ensure all invoices are sent out by the customer deadline
- Assist the service department with day-to-day work, scheduling, managing the technicians and with quotes
- Assisted in the development of the system to streamline the service department
TRAINER/INSTRUCTOR
NATIONS BENEFITS
01.2022 - 01.2023
- Conduct Professional Learning Community meetings to review the course material and recommend changes, additions, or deletions to enhance the program’s effectiveness
- Conduct assessments to evaluate participants’ performance and coordinate regular classes and micro-learning events
- Maintain accurate administrative records on the progress of all learners as they move through the new hire product and business knowledge onboarding cycle
- Worked with content team to create condensed remote training and special project for new insurance plans
SENIOR INSTRUCTOR /CURRICULUM WRITER
NATION SAFE DRIVERS
01.2021 - 01.2022
- Worked with the Manager to plan and roll out the structure for the new Learning & Development Department for the Call Center; assisted in hiring the department staff and ensuring that the staff complied with the implemented processes
- Created and maintained the Dispatch business unit presenter and student manuals, packets, modules, reference materials, and job aids administered in groups and one-on-one sessions
- Conduct Professional Learning Community meetings to review the course material and recommend changes, additions, or deletions to enhance the program’s effectiveness
- Conduct assessments to evaluate participants’ performance and coordinate regular classes and micro-learning events
- Maintain accurate administrative records on the progress of all learners as they move through the new hire product and business knowledge onboarding cycle
- Manage the Dispatch Business Unit teaching team and monitor performance to determine the consistency of quality output
- Mentored new instructors and provided guidance on effective classroom management strategies and instructional techniques.
- Collaborated with colleagues to create interdisciplinary lesson plans, enhancing students'' understanding of complex concepts across multiple subjects.
PROGRAM INSTRUCTOR/CONTENT WRITER/QA
AMBROSE HEALTH
01.2018 - 01.2021
- Responsible for creating and delivering prepared content to all new recruits and general sales and marketing courses
- Responsible for scheduling all training sessions throughout the year for various brands
- Assisted in creating updates to new employee brand-specific training content as programs evolved
- Developed learning activities to instruct new hires on new programs
- Maintained accurate administrative records on the progress of all learners
- Assisted QA manager in the creation of guidelines and expectations on calls
- HIPAA certification manager/SME responsible for all staff to be compliant
- Responsible for payroll for the team
- Work with management on KPI’s and Metrics for the sales representatives
Education
Associate’s Degree - Business Administration
Metropolitan Community College
Omaha, NE01.1991
High School -
Kaiserslautern American High School
Kaiserslautern Germany01.1987
Skills
- Certified Trainer
- Quality Assurance
- CRM
- Content Creator
- Educational Program Development
- Individual and Group Instruction
- Learning Management Systems
- Metrics Improvement
- Marketing
- Non-Profit Management
- Project Management
- Training and Development
- Supervisor
- Work Force Management
- Payroll
- QuickBooks
- Smart Service
Team collaboration
- Time management
- Invoice processing
Certification
- Certified Trainer, Girl Scout of USA
- Certified Grant Writer, Girl Scout of USA
Timeline
INVOICE AND BILLING SPECIALIST
DKW INDUSTRIES
01.2023 - Current
TRAINER/INSTRUCTOR
NATIONS BENEFITS
01.2022 - 01.2023
SENIOR INSTRUCTOR /CURRICULUM WRITER
NATION SAFE DRIVERS
01.2021 - 01.2022
PROGRAM INSTRUCTOR/CONTENT WRITER/QA
AMBROSE HEALTH
01.2018 - 01.2021
Associate’s Degree - Business Administration
Metropolitan Community College
High School -
Kaiserslautern American High School
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