Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dorlen Waller

Orlando

Summary

Professional dynamic leader, producer, manager, and trainer with proven expertise in providing exemplary communication skills, curriculum development, client retention, and performance assessment. Strong focus on team collaboration, adaptability and achieving results, Known for reliability, flexibility, and dedicated to driving growth and fostering a positive learning environment.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Trainer/Operations Lead

Everise
09.2023 - 12.2024
  • Delivered dynamic presentations and mentored new hires, resulting in stronger agent development and increased productivity.
  • Facilitated classroom instruction and coached agents on best practices, providing constructive feedback to support client objectives and professional growth.
  • Evaluated the effectiveness of training initiatives by tracking agent progress, measuring KPI's, and implementing targeted skill development.
  • Collaborated with subject matter experts and operations team members to deliver interactive training content which facilitated learning and knowledge retention.


Small Business Relationship Manager

CenturyLink (now Lumen)
12.2017 - 01.2023


  • Managed a diverse portfolio of small business accounts, ensuring client retention by growing business operations and developing solutions to accomplish shared objectives.
  • Collaborated with internal teams to strengthen relationships with SMB clients and streamline processes, leading to improved efficiency in serving small businesses.
  • Developed and cultivated productive relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
  • Compiled and analyzed data to determine approaches to improve sales performance and exceed service targets.

HR Operations Specialist

Optum, UnitedHealth Group
08.2010 - 07.2017


  • Completed talent acquisition through corporate hiring processes, facilitated onboarding new employees, and conducted training to support continuous agent development and smooth integration onto client programs.
  • Implemented performance management systems that aligned individual goals with overall business objectives, increasing agent productivity levels.
  • Ensured accurate record-keeping and collaborated with internal teams to address employee relations issues and conduct database management.
  • Successfully managed multiple projects simultaneously while adhering to deadlines and meeting client objectives.

Education

Bachelor of Science - International Business Management

Strayer University
Orlando, FL

Associate of Arts -

Valencia College
Orlando, FL

Florida Real Estate License

Climer School of Real Estate
Orlando, FL

215-Life, Health, And Variable Annuities

College Of Insurance
Orlando, FL

Skills

  • New hire onboarding, training and Operational efficiency
  • HR policies implementation, metrics, and analytics
  • Lesson planning, instruction, and coordination
  • Relationship building and Talent management
  • Motivational attitude, training, and mentoring
  • Proficient in Microsoft Office applications

Certification

  • Real Estate Agent, Florida, 2000, Active
  • 215-Life, Health, and Variable Annuities Agent, Florida, 2010, Active
  • Special Projects Management and Leadership Training

Timeline

Trainer/Operations Lead

Everise
09.2023 - 12.2024

Small Business Relationship Manager

CenturyLink (now Lumen)
12.2017 - 01.2023

HR Operations Specialist

Optum, UnitedHealth Group
08.2010 - 07.2017

Bachelor of Science - International Business Management

Strayer University

Associate of Arts -

Valencia College

Florida Real Estate License

Climer School of Real Estate

215-Life, Health, And Variable Annuities

College Of Insurance

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Dorlen Waller