Jeffrey P. Hocking
Schenectady,NY
Summary
Experienced training professional with over 10 years leading personal and group training sessions for technical system instruction. Collaborative approach with internal and external customers to identify specific needs. Enthusiastic and creative demeanor, seeking a challenging long-term role.
Overview
28
28
years of professional experience
Work History
Training Specialist
Carelon Behavioral Health
02.2016 - Current
- Develop and deliver engaging training programs tailored to diverse learning styles, improving employee performance and retention.
- Deliver onboarding and system training to new hires, accelerating ramp-up time and ensuring confident adoption of tools and processes.
- Analyze key training metrics to optimize team strategies and boost training impact.
Director of Audience Services (Volunteer)
SLOC Musical Theater
08.2015 - Current
- Oversee all box office operations including individual and subscription ticketing services and donor relations ensuring seamless patron experiences and consistent revenue growth.
- Led successful transition from Theater Manager to Ludus ticketing software, streamlining workflows, enhancing data accuracy, and improving patron engagement and donation tracking.
- Manage volunteer usher and house management teams to consistently exceed audience expectations and elevat front-of-house professionalism.
Corporate Claims Account Liaison
Carelon Behavioral Health
07.2011 - 02.2016
- Lead the research, analysis, and resolution of escalated claims issues.
- Identify processes that are causing unnecessary waste and implement changes to improve productivity.
Claims Customer Service Representative
Carelon Behavioral Health
01.2010 - 07.2011
- Respond to member and provider inquiries regarding health insurance claims in a call center environment.
Guest Service Manager
Best Western Park Inn
12.2007 - 01.2010
- Led cross-functional teams—Front Desk, Night Audit, Housekeeping, and Maintenance—to deliver exceptional guest experiences at a 63-room select-service hotel.
Regional Revenue Manager
Lodgian Hotels, Inc.
10.2004 - 02.2007
- Maximized revenue and profit for a portfolio of 12 hotels and 2500 rooms for franchised brand hotels (Crowne Plaza, Holiday Inn, Holiday Inn Express and Quality Hotel) and independently operated hotels operating in several diverse markets by analyzing market conditions and historical data.
Revenue Manager
Crowne Plaza Albany-City Center
02.2003 - 10.2004
- Increased revenue and profitability for a 384-room full-service hotel by leveraging market trends and historical performance data to optimize pricing and strategy.
Director of Guest Services
Holiday Inn Select Boston-Government Center
09.2002 - 02.2003
- Directed front desk, night audit, switchboard, bell staff, and concierge teams to deliver elevated guest experiences at a 300-room full-service hotel.
Front Office Manager
Holiday Inn Select Niagara Falls
07.2000 - 09.2002
- Responsible for leading and directing all activities of the front desk, night audit, switchboard, bell staff, and Concierge staff to provide above average experiences for guests of a 397-room full service hotel.
Reservations Manager
Holiday Inn Select Niagara Falls
04.1999 - 07.2000
- Managed all reservation activities for a 397-room hotel including transient pricing, discount allotments, group contracts, packaging, rooming lists, and room assignments.
Customer Support Supervisor
TeleTech Holdings
08.1997 - 04.1999
- Developed and executed a process to expedite and deliver telecommunication services to customers that had waited more than 30 days for service. This process was able to reduce the number of accounts past due from 20% of the total customer volume to less than 1% in under 45 days.
Education
Bachelor of Science - Data Analytics, Minor Applied Mathematics
Southern New Hampshire University
Manchester, NH05.2023
Bachelor of Science - Hotel and Restaurant Administration
Niagara University
Lewiston, NYSkills
- Expert in conducting virtual training
- Development of instructional resources
- Hands-on technical training
- Systems training facilitation
- Clear and concise communication skills
- Strong analytical abilities
- Revenue forecasting expertise
- Strategic problem-solving
- Cross-functional project coordination
- Logistics management
- Strong organizational skills
Timeline
Training Specialist
Carelon Behavioral Health
02.2016 - Current
Director of Audience Services (Volunteer)
SLOC Musical Theater
08.2015 - Current
Corporate Claims Account Liaison
Carelon Behavioral Health
07.2011 - 02.2016
Claims Customer Service Representative
Carelon Behavioral Health
01.2010 - 07.2011
Guest Service Manager
Best Western Park Inn
12.2007 - 01.2010
Regional Revenue Manager
Lodgian Hotels, Inc.
10.2004 - 02.2007
Revenue Manager
Crowne Plaza Albany-City Center
02.2003 - 10.2004
Director of Guest Services
Holiday Inn Select Boston-Government Center
09.2002 - 02.2003
Front Office Manager
Holiday Inn Select Niagara Falls
07.2000 - 09.2002
Reservations Manager
Holiday Inn Select Niagara Falls
04.1999 - 07.2000
Customer Support Supervisor
TeleTech Holdings
08.1997 - 04.1999
Bachelor of Science - Data Analytics, Minor Applied Mathematics
Southern New Hampshire University
Bachelor of Science - Hotel and Restaurant Administration
Niagara University
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