Dustin Clossin
Learning and Development Professional
Columbus,OH
Summary
A Training and Development Professional motivated to improve organization and employee performance by creating environment of mutual respect, trust, consensus-building and accountability. Focusing on delivering multi-modal training across functions to improve knowledge and performance.
Successful at developing and improving training programs for employees at all levels. Good communicator, planner and conflict manager with advanced understanding of training needs for each department.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
SR Professional of Training and Development
HMS/Gainwell Technologies
Columbus, Ohio
4 2019 - 4 2024
- New Hire and up training curriculum development, create and maintain new SOPs, reformatting existing SOPs to a step by step method, communicating any changes to process, tracking training progress and career goals, evaluate quality trends and generate game plans for improvement.
- Evaluated program effectiveness using key performance indicators, driving continuous improvement efforts in curriculum design and delivery methods.
- Boosted employee satisfaction scores by regularly reviewing and updating existing courses to maintain relevance in the evolving marketplace.
- Cultivated strong relationships with external vendors and stakeholders to secure valuable resources for ongoing professional development opportunities.
- Spearheaded e-learning initiatives as part of blended learning solutions, increasing accessibility of training resources for remote workers or those with scheduling constraints.
Training Consultant
Express Scripts Holding Co
11.2012 - 09.2018
- Dedicated training point of contact for all new line of business expansions and site launch projects starting in 2014
- Development and management of over 30 full time, part time, and TAP trainers across 20 locations in the United States and Philippines - many being promoted into key operational positions after their training careers
- Creation of training curriculum utilizing a mixture of in class lecture and online virtual demonstration essential to several major lines of business impacting more than 1000 agents
- Conduct and arrange for ongoing technical training and professional development classes for employees at all levels including ensuring all yearly corporate and government compliance was completed in a timely manner for 7 locations
- Conduct virtual employee roundtable discussions used to identify solutions to the needs of various organizations which included interactions with frontline employees and senior management resulting in many key initiatives being implemented and improving the company as a whole
- Analyze post training metrics and conduct post training surveys of over 300 classes to identify gaps in training and opportunities with facilitators which drove constant updates to all training materials and SOPs
- Review and evaluate training programs for compliance with government standards for Medicare, Medicaid and DOD.
- Cultivated relationships with stakeholders, ensuring clear communication of expectations and progress updates throughout the training process.
- Consulted with organization management to assess needs and plan improvements.
Supplier Relations Analyst
Express Scripts Holding - Co
Columbus, OH
04.2012 - 11.2012
- Calibrate and validate quality of customer service calls from third party vendor call centers that handled over 50% of all incoming call volume for multiple lines of business
- Identify quality opportunities and recommend solutions
- Investigate agent infractions that resulted in a negative customer experience and provided recommendations and coaching to agents to ensure infractions and bad practices did not continue
- Supply quality control data necessary for regulatory submissions concerning federal and state sponsored health plans.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Resolution Team Lead
Express Scripts Holding Co
Columbus, OH
11.2010 - 04.2012
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Refer unresolved customer grievances to designated departments for further investigation
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes of any errors that may have occurred.
Prior Authorization Representative
Express Scripts Holding Co
Columbus, OH
11.2008 - 11.2010
- Review prescription insurance policy to determine coverage
- Provide customer service, such as instructions on proceeding with requests for authorizations and appeals as require under ERISA
- Contact or interview members, doctors, medical specialists, or pharmacies to get additional information as needed to complete the request for authorization.
Education
Some College (No Degree) - Athletic Training/Pre-Med
Capital University
Columbus, OH 08.2001 - 01.2003
Skills
Instructional Design
Articulate
Project Management
Team leadership
Process improvement
Employee coaching and staff development
Customer-service oriented
Verbal and written communication
Curriculum development
Classroom Instruction
Quality improvements
Online Instruction
E-Learning Design
Facilitation Techniques
Training delivery
Learning Management Systems
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Training Consultant
Express Scripts Holding Co
11.2012 - 09.2018
Supplier Relations Analyst
Express Scripts Holding - Co
04.2012 - 11.2012
Resolution Team Lead
Express Scripts Holding Co
11.2010 - 04.2012
Prior Authorization Representative
Express Scripts Holding Co
11.2008 - 11.2010
Some College (No Degree) - Athletic Training/Pre-Med
Capital University
08.2001 - 01.2003
SR Professional of Training and Development
HMS/Gainwell Technologies
4 2019 - 4 2024