Diedra Holman
Houston,TX
Summary
Experienced training professional with a motivational style, positive attitude, and over 20 years experience in the Insurance Industry. Adept at engaging students with the material by incorporating different technologies, materials and aids. Proven skills in organizing, multitasking and resolving conflicts.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Lead Trainer
American International Group Inc
04.2020 - 02.2024
- Increased employee retention rates by providing ongoing support and mentorship to new hires during their onboarding process.
- Mentored trainers, effectively demonstrating tasks and monitoring growth to maintain high-quality training delivery.
- Championed a shift towards blended learning approaches that combined both face-to-face and remote instruction with digital tools for an enhanced learning experience.
- Promoted a culture of continuous learning within the organization by regularly sharing industry trends and best practices among colleagues.
- Facilitated learning through classroom instruction, on-the-job coaching and virtual training for up to 42 employees at one time.
- Implemented robust tracking systems to monitor employee progress throughout various stages of their training journey.
- Improved employee skill sets by developing comprehensive training programs tailored to individual needs.
- Teamed with 14 managers to brainstorm ways to enhance and improve training effectiveness.
- Evaluated trainee progress through assessments and feedback surveys, refining course content as needed for maximum effectiveness.
- Created training schedules for trainees and presented weekly training programs.
- Developed and delivered up-to-date training information to enhance employee performance, boosting employee efficiency 75%.
- Consistently updated training materials to reflect the latest industry standards, ensuring that employees stayed current in their respective fields.
- Mentored junior trainers in effective teaching methodologies, contributing to their professional development and growth within the organization.
- Introduced innovative gamification strategies into training sessions, making learning more enjoyable while reinforcing key concepts.
- Boosted trainee engagement with interactive training sessions that included role-plays, simulations, and group activities.
- Enhanced overall team performance by conducting regular workshops and seminars on relevant industry topics.
- Selected training aids, demonstration models, computer tutorials and reference works to use in classroom.
- Maintained files and documents by preparing Excel spreadsheets to track and maintain relevant training data.
- Designed customized e-learning modules catering to diverse learning styles, enabling employees to learn at their own pace in a user-friendly environment.
- Collaborated with department heads to identify skill gaps and develop targeted training initiatives accordingly.
Manager
American International Group
03.2011 - 04.2020
- Managed day-to-day operations, including supervision and assignment delegation for 15 member team
- Trained and mentored new employees to maximize team performance and achieve daily performance objectives
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Maintained open and professional team relationships to quickly identify and resolve issues
- Established, enforced and updated policies keeping business agile and responsive to changing market conditions
- Communicated and coordinated with multiple departments to achieve top results
- Trained current employees on additional job positions to maintain coverage of roles at all times.
Processor
Valic Retirement Services
03.2007 - 03.2011
- Maintained accuracy of work by completing deep research and resolving variances
- Reviewed incoming documents for accuracy and noted problems
- Supported special projects upon request from the department manager
- Prepared and filed financial statements such as balance sheets and income statements
- Obtained 99% quality rating for all deposit verification.
Office Manager
Affirmative Insurance Holdings Inc.
02.2003 - 02.2007
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives
- Evaluated and identified ineffective workflow processes, implements solutions to improve productivity and personnel performance
- Interviewed, on-boarded, developed and oversaw daily activities of 25 licensed insurance professionals and administrative personnel
- Trained Property and Casualty agents and assisted them with obtaining licenses
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices
- Created and managed electronic customer records, encompassing data entry and administrative functions related to billing and accounts receivable
- Conducted semi-annual performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
Education
High School Diploma -
Texas Southern University
Houston, TXMay 1986 -
Ross S Sterling Sr High
Houston, TXSkills
- Excellent Public Speaker
- Goal Driven
- Mentoring abilities
- Team Management
- Training delivery
- Coaching Techniques
- Program implementation
- Training Needs Analysis
- Assessment creation
- Feedback Analysis
- Organizational Leadership
- Training and mentoring
- Lesson Planning
- Employee Onboarding
- Assigning Work
- Client Relationship Management
- Curriculum Design
- Project and Program Management
- AVAYA
- AWD
- Word
- Critical Thinking
Accomplishments
- Supervised team of 24 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved remote training success with accuracy and efficiency.
- Collaborated with team of 3 in the development of training material.
Certification
- Certified Project Manager
Additional Information
I have been in the Life Insurance Industry for more than 15 years, and in the Insurance Industry for more than 25 years. I was given the opportunity in my previous role to travel to the Philippines for a month to train call center representatives. I have a passion for the industry as it has helped me to obtain knowledge that has allowed me to assist my family and friends. Training and development is important to me because it gives me the opportunity to show others how exciting and gratifying this industry is.
Timeline
Lead Trainer
American International Group Inc
04.2020 - 02.2024
Manager
American International Group
03.2011 - 04.2020
Processor
Valic Retirement Services
03.2007 - 03.2011
Office Manager
Affirmative Insurance Holdings Inc.
02.2003 - 02.2007
High School Diploma -
Texas Southern University
May 1986 -
Ross S Sterling Sr High
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