George Gouard II
Dallas,TX
Summary
Dynamic professional with extensive experience at Blue Cross Blue Shield and managerial expertise at Bud's BBQ, specializing in developmental learning and strategic leadership. Proven track record of enhancing business performance through a robust background in insurance claims and innovative employee training solutions. Recognized for exceptional productivity and efficiency, employing skills in instructional design and performance assessment to create engaging learning environments. Dedicated to fostering organizational growth through effective communication and adaptive leadership strategies.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Development Specialist
HCSC, Blue Cross Blue Shield of Texas
Dallas, TX
02.2023 - Current
- Implemented targeted methods to close performance gaps via collaborative efforts and training sessions.
- Managed curriculum project initiatives including design strategy, needs analysis, and development of adult learning solutions.
- Specialized in customer service enhancement, innovation, and design.
- Delivered comprehensive guidance on operational updates to boost BVA performance.
- Led various pilot initiatives.
- Maintained rigorous training standards across customer service and clinical roles through continuous program delivery.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Evaluated potential employees during interview sessions.
Development Specialist
HCSC, Blue Cross Blue Shield of New Mexico
Albuquerque, NM
10.2018 - 02.2023
- Engaged with teams to identify learning needs and address performance challenges.
- Designed and developed business-relevant adult learning solutions to address organizational requirements.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Explained goals and expectations required of trainees.
- Analyzed existing web applications to identify areas for improvement.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Devised programs to develop executive potential among employees in lower-level positions.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
Customer Advocate Specialist
HCSC, Blue Cross Blue Shield of New Mexico
Albuquerque, NM
03.2016 - 10.2018
- Addressed complex and escalated concerns for certified advocates.
- Facilitated sessions to address complex problem areas.
- Led informative sessions for both team and specialist groups.
- Executed assigned department projects successfully.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Followed established protocols for responding to complaints or difficult situations.
- Resolved customer issues in a timely manner with a high degree of accuracy.
Retail Customer Advocate II
HCSC, Blue Cross Blue Shield of New Mexico
Albuquerque, NM
11.2014 - 03.2016
- Ensured accuracy in addressing customer queries related to health insurance over phone and written correspondence.
- Conducted thorough reviews of medical claims, implementing necessary adjustments.
- Assisted customers in navigating the company website for answers to commonly asked questions.
- Maintained thorough and detailed documentation of customer interactions and outcomes.
Manager and Cook
Bud’s BBQ
Danville, IL
05.2007 - 01.2015
- Assigned work tasks based on staff availability and skills.
- Informed owner of restocking needs.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Recruited and hired qualified candidates to fill open positions.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Proposed or approved modifications to project plans.
- Ensured compliance with regulatory requirements and industry standards.
- Followed proper plate presentation techniques when serving orders to customers.
- Monitored stock of all necessary supplies needed for daily operations.
- Checked the quality of raw materials used for cooking and preparation purposes.
- Ensured that all food products were stored in accordance with health regulations.
- Maintained knowledge of current menu items ingredients and their respective cooking methods.
- Resolved customer complaints regarding food quality or services provided.
- Maintained a clean working environment by sweeping, mopping floors, washing surfaces and emptying trash cans.
Group/ Retail Customer Advocate II
HCSC, Blue Cross Blue Shield of Illinois
Danville, IL
09.2012 - 11.2014
- Ensured accuracy in addressing customer queries related to health insurance over phone and written correspondence.
- Conducted thorough reviews of medical claims, implementing necessary adjustments.
- Assisted customers in navigating the company website for answers to commonly asked questions.
- Maintained thorough and detailed documentation of customer interactions and outcomes.
Education
Business and Marketing
St. Ambrose University
Business
Central New Mexico C.C.
Skills
- Developmental Learning Coach
- Insurance Claims Proficiency
- Personalized Growth Plans
- Call Handling Expertise
- Effective Presentation Crafting
- Strategic Leadership
- Creation of Navigator Solutions
- Quality Control
- Leadership Abilities
- Employee Training
- Course Structure Development
- Claims Adjustment Knowledge
- Customer service
- Curriculum development
- Employee recruitment
- Continuous improvement
- Coaching techniques
- Career pathing
- Coaching and mentoring
- Food preparation
- Inventory management
- Food safety
- Grill operation
- Recipe development
- Cooking techniques
- Sauce creation
- Order accuracy
- Sanitation practices
- Strong work ethic
Certification
- LUMA Certified Practitioner
- IDEO (Introduction to Human - Centered Design)
- Generative AI for Business Leaders Certificate
Accomplishments
- 2022 Stellar Star Team Award
- 2024 Stellar Star Individual Award
References
References available upon request.
Timeline
Development Specialist
HCSC, Blue Cross Blue Shield of Texas
02.2023 - Current
Development Specialist
HCSC, Blue Cross Blue Shield of New Mexico
10.2018 - 02.2023
Customer Advocate Specialist
HCSC, Blue Cross Blue Shield of New Mexico
03.2016 - 10.2018
Retail Customer Advocate II
HCSC, Blue Cross Blue Shield of New Mexico
11.2014 - 03.2016
Group/ Retail Customer Advocate II
HCSC, Blue Cross Blue Shield of Illinois
09.2012 - 11.2014
Manager and Cook
Bud’s BBQ
05.2007 - 01.2015
Business and Marketing
St. Ambrose University
Business
Central New Mexico C.C.
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