Heather Schmid
Carrollton,TX
Summary
Proficient Training Supervisor with 7 years of experience. Excellent understanding of how to plan, lead and evaluate courses for new and existing employees. Proficient in Excel, Word, PowerPoint, and OneNote with extensive Management and Insurance knowledge. Achievements include improving employee performance and reducing turnover with high-quality training programs. Adept at incorporating the needs of individual learning styles into successful training classes. Analytical and detail-oriented nature with excellent problem-solving abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Training Supervisor II
GEICO, Government Employees Insurance
06.2017 - 12.2023
- Updated employees with latest policies, procedures and compliance standards.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Selected or wrote appropriate curriculum for specific course topics.
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
- Facilitated classroom training in person as well as virtual training. Conducted orientation sessions and organized on-the-job training for new hires.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones. Implemented coaching plans for new hires to successfully drive company results.
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers during escalated calls.
- Established team priorities, maintained schedules and monitored performance.
- Facilitated new hire interviews and offered positions to candidates.
Supervisor Prep Program
GEICO, Government Employees Insurance
01.2017 - 06.2017
- Participated in ongoing training and leadership courses.
- Collaborated with other program coordinators to achieve consistency in program objectives and services.
- Coached team members on productivity strategies to accomplish challenging goals.
- Participated in staff meetings to discuss new ideas and update participants on program details and milestones.
- Directed team of 3 personnel, overseeing results, performance and quality assurance.
- Analyzed program data by tracking and reporting program outcomes to identify areas of improvement.
Customer Service Insurance Agent
GEICO, Government Employees Insurance
10.2014 - 01.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer account discrepancies and concerns.
- Adapted to new applications and maintained knowledge of current technologies.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Sought out extra training opportunities to enhance customer relationship management abilities.
Education
No Degree - Business Administration
Upper Iowa University
Fayette, IA05.2026
Skills
- Policy Updates
- Training Course Oversight
- Trainee Evaluations
- Compliance Understanding
- Policy Implementation
- Employee Coaching
- Materials Organization
- Performance Evaluation
- Verbal and Written Communication
- Leadership Training
Certification
- Licensed Insurance Agent - October 2014 to the present.
- Resident Property and Causality License for Texas.
- Non-Resident Property and Causality licenses for California, Colorado, Florida, Iowa, Kansas, Maryland, Nebraska, New Mexico, North Carolina, North Dakota, Oklahoma, South Dakota, and Wyoming.
Timeline
Training Supervisor II
GEICO, Government Employees Insurance
06.2017 - 12.2023
Supervisor Prep Program
GEICO, Government Employees Insurance
01.2017 - 06.2017
Customer Service Insurance Agent
GEICO, Government Employees Insurance
10.2014 - 01.2017
No Degree - Business Administration
Upper Iowa University
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