Gerardo D. Guizado
Contact Center Training Manager
New Market,MD
Summary
Instructional Web Design Manager
Experienced Instructional Web Designer with 8+ years of experience in Federal Student Financial Aid Programs and Customer Service. Confident training leader with demonstrated planning, organizational, and leadership abilities focused on professional development for employees and delivering value for the clients. Expert in leading multiple teams while coordinating with subject matter professionals to drive effectiveness and achieve success. Case Management Expert for Federal Financial Aid and Customer Service.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Contact Center Training Manager
ACCENTURE FEDERAL SERVICES
Arlington, VA
2 2016 - Current
- Design and Develop Training Material for federal employees and 75+ customer service agents.
- Worked with Office of Federal Student Aid (FSA), financial aid administrators, and financial aid recipients to resolve customer service problems, understand requirements, and improve operations while providing exceptional customer service.
- Developed personal relationships with industry experts (Financial Aid Administrators, Loan Servicers, Third-Party Servicers, and Department of Education Officials) by providing first-class customer service.
- Managed team through software development projects, requiring cross-team cooperation to share information and develop training and knowledge solutions to meet deliverables.
- Drove Contact Center procedure and knowledge management operational improvements that resulted in significant savings and improved profit margins.
- Recognized for consistently meeting client deliverable deadlines and exceeding product quality expectations.
- Successfully led transition from Oracle Service Cloud to Salesforce Case Management for 300 Customer Service Agents.
- Implemented Video Training Delivery across team.
International Case Manager
UNITEDHEALTHCARE GLOBAL ASSISTANCE AND GLOBAL RISK
Baltimore, MD
01.2014 - 02.2016
- Mentor and Train New Case Managers.
- Completed 50+ International Medical Evacuations, Repatriation of Remains.
- Created Emergency Response Plans for High-Profile Clients.
Education
Bachelor of Arts - International Relations
Frostburg State University
Frostburg, MD 09.2008 - 07.2013
Skills
Client Service Delivery
Project Management
Cross-Functional Teamwork
Customer service
Instructional design
CRM Proficiency
Oracle Service Cloud
Salesforce
Team Leadership
Coaching and Mentoring
Languages
Fluent in Spanish and English - Conversational in French
Additional Information
FSA Training Conference Speaker - Lead a team of about 20 people to organize and present to over hundreds of people regarding the client's technology and website improvement efforts every year.
Employee Advisory Panel Lead - Selected by leadership to lead a monthly discussion with 30 of the highest performing employees on the account to brainstorm, solution and deliver workplace improvement ideas.
Timeline
International Case Manager
UNITEDHEALTHCARE GLOBAL ASSISTANCE AND GLOBAL RISK
01.2014 - 02.2016
Bachelor of Arts - International Relations
Frostburg State University
09.2008 - 07.2013
Contact Center Training Manager
ACCENTURE FEDERAL SERVICES
2 2016 - Current
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