Jessica Crowder
St cloud,FL
Summary
Education professional with robust background in facilitating student learning and providing classroom support. Known for strong commitment to team collaboration and achieving educational outcomes. Skilled in employing educational technology and adapting to evolving classroom needs, ensuring consistent support for both educators and students.
Overview
10
10
years of professional experience
Work History
Education Technician
Department of Veteran Affairs, National SIMLEARN Center
09.2023 - Current
- Prepared and maintained documentation for regional offices 4, 5, 6, 16, and 17, including instructor renewals and new provider card request.
- Handled the processing of 50% of instructor renewals for more than 10 regional offices across the United States.
- Facilitated comprehensive Basic Life Support (BLS) training courses, adhering to American Heart Association (AHA) guidelines.
- Facilitated issue resolution with regional program directors and improved customer relationship management.
- Managed training schedules, participant registration, and course logistics efficiently.
- Provided consultation and guidance to SimLEARN within Resuscitation Education and Innovation (REdI) Program Education Technician and its clients.
- Developed and monitored projects and programs utilizing Learning Management Systems (LMS).
- Led implementation of VHA national education and training projects.
- Prepared and supplied necessary training materials, including manikins, AED trainers, and instructional aids.
- Managed MS Teams Regional support channel ensuring stakeholder access.
- Facilitated planning meetings, calls, and effective communication.
- Implemented and modified educational design strategies.
- Resolved critical supply issues and ensured training continuity.
- Directed resources, timelines, and work product management.
Advanced Medical Support
Department of Veteran Affairs
02.2022 - 09.2023
- Facilitated weekly huddles with Service Chiefs and staff for the Referral Coordination Initiative Team.
- Utilized Power BI Dashboards and VES Query for data-driven huddles.
- Used various VA and Microsoft applications for efficient workflow.
- Provided courteous customer information and managed conflicts constructively.
- Supported provider panel management and clinic access contingency plans.
- Conducted weekly reports on clinic reminder appointments.
- Supported VA missions through team communication and patient care.
Corporate Trainer/Quality Analyst
Broad Path
03.2020 - 02.2022
- Created onboarding curriculum for insurance verification components.
- Monitored call center staff for quality assurance and maintained training records.
- Provided lectures and mentoring on demographic information handling.
- Conducted quality audits and reports using SharePoint and Excel.
- Conducted training sessions for groups ranging from 20 to 100 individuals, preparing them to handle frontline calls for Humana Pharmacy.
Production/Quality Management Supervisor
SITEL Group
08.2018 - 02.2020
- Conducted group coaching sessions addressing service quality deficiencies.
- Monitored call center responses for accuracy and improvement.
- Managed timecards, balanced financial aspects, and coordinated process improvements.
- Oversaw preparation of action plans, fiscal reports, and training needs assessments.
Quality Analyst
SITEL Group
06.2015 - 08.2018
- Ensured delivery of exceptional customer service by understanding organizational policies.
- Monitored call center staff across multiple communication channels.
- Communicated accurate information to callers, delivering top-tier service.
- Identified trends and quality risks, effectively addressing issues.
- Developed and executed targeted training programs.
- Conducted quality assurance on calls using CMS Avaya software.
- Provided training and coaching tailored to trends and patterns.
- Delivered performance feedback and participated in quality improvement initiatives.
- Maintained knowledge management documents and supported staff inquiries.
Education
High school diploma -
North Buncombe High School
Weaverville, NC01.2015
Skills
- BLS training instructor
- Data analysis
- Proficient in Microsoft Office Suite
- VA applications (CPRS, VISTA, CTM)
- Project management
- Quality assurance
- Customer relationship management
- Training and mentoring
- Learning management systems
- Recordkeeping and file management
Timeline
Education Technician
Department of Veteran Affairs, National SIMLEARN Center
09.2023 - Current
Advanced Medical Support
Department of Veteran Affairs
02.2022 - 09.2023
Corporate Trainer/Quality Analyst
Broad Path
03.2020 - 02.2022
Production/Quality Management Supervisor
SITEL Group
08.2018 - 02.2020
Quality Analyst
SITEL Group
06.2015 - 08.2018
High school diploma -
North Buncombe High School
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