Fallen Turpin
Smyrna,GA
Summary
Highly motivated Learning and Development professional with 5 years of experience crafting engaging training programs. Skilled in needs analysis, instructional design, and utilizing diverse delivery methods to ensure employee success and alignment with organizational goals. Proven ability to collaborate with stakeholders, develop effective learning materials, and evaluate training impact. Eager to leverage skills in building strong learning cultures and improving employee performance in a Training Specialist role.
Overview
9
9
years of professional experience
Work History
Training Design and Delivery Educator III
Kaiser Permanente
01.2022 - Current
- Coach and mentor incumbent and tenured team members, accelerating skill development and improving performance.
- Create supplemental video tutorials to support eLearning modules, averaging 200 monthly views per video.
- Develop and deliver impactful training programs (ILT, on-demand, interactive modules) increasing employee knowledge retention by 25%.
- Manage the comprehensive training program lifecycle, ensuring timely delivery and adherence to project timelines.
- Collaborate with 15+ regional trainers to align training consistency, resulting in a 20% improvement in training effectiveness across regions.
- Leverage an LMS to assess training outcomes, achieving an 85% success rate in meeting organizational goals.
Service Associate III
Kaiser Permanente
03.2020 - 01.2022
- Managed and coordinated over 200 patient appointments daily, reducing scheduling errors by 15% and improving operational efficiency.
- Implemented accurate documentation processes that increased data accuracy by 20% and streamlined patient interactions.
- Boosted customer satisfaction scores by 30% through effective communication and resolution of patient inquiries.
Service Associate
Kaiser Permanente
03.2019 - 03.2020
- Scheduled and rescheduled an average of 150 medical services daily, improving appointment accuracy by 10%.
- Conducted follow-up calls to 100+ patients weekly, increasing patient feedback collection rates by 25%.
- Coordinated appointments across 26 facilities, achieving a 95% on-time appointment rate and improving overall patient satisfaction.
Customer Service Coordinator
Kaiser Permanente
06.2018 - 03.2019
- Created a welcoming environment for over 100 patients daily, enhancing overall patient satisfaction scores by 20%.
- Trained 15+ new hires on procedures and policies, contributing to a 25% reduction in onboarding time.
- Coordinated administrative functions, improving operational efficiency by 15% and supporting the organization’s regional service goals.
Inbound Sales Representative
Comcast Corporation
05.2017 - 04.2018
- Achieved a 10% increase in sales revenue through proactive development of core sales skills and participation in ongoing training programs.
- Improved team performance metrics by 5% through consistent research and analysis of key performance indicators.
- Conducted training sessions and meetings for peers, resulting in a 15% improvement in team sales metrics and customer satisfaction.
Education
Bachelor of Arts - Film and Video with Journalism
Georgia State University
Atlanta, GA01.2017
Associates - Film
Georgia Perimeter College
Decatur, GA01.2014
Skills
- Data Analysis & Reporting
- Learning Management Systems
- Microsoft Office Suite
- Leadership Development
- Project Management
- Conflict Resolution
- Needs Analysis
- Process Improvement
- Training Delivery
- Mentoring & Coaching
Accomplishments
- Successfully designed and delivered advanced-level training programs aligned with organizational goals, resulting in improved learner performance and measurable skill acquisition.
- Facilitated complex training sessions for diverse audiences, consistently receiving positive feedback for clarity, engagement, and instructional effectiveness.
- Applied adult learning principles and evidence-based instructional strategies to enhance knowledge retention and learner participation.
Timeline
Training Design and Delivery Educator III
Kaiser Permanente
01.2022 - Current
Service Associate III
Kaiser Permanente
03.2020 - 01.2022
Service Associate
Kaiser Permanente
03.2019 - 03.2020
Customer Service Coordinator
Kaiser Permanente
06.2018 - 03.2019
Inbound Sales Representative
Comcast Corporation
05.2017 - 04.2018
Associates - Film
Georgia Perimeter College
Bachelor of Arts - Film and Video with Journalism
Georgia State University