Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Joseph Muniz

Apopka,FL

Summary

Highly qualified Training & Development Specialist with 5 years of expertise working and training employees and customers in the CollaborateMD application and its interface EMR/EHR integrations. Knowledgeable about medical billing and coding as well as the medical revenue cycle process. Enthusiastic about showcasing and demonstrating the technical side of collaborateMD to customers to ensure all their questions and concerns are answered and that we meet the clients' revenue cycle requirements.

Overview

18
18
years of professional experience

Work History

Training and Development Specialist

CollaborateMD/Evercommerce
08.2018 - Current
  • Coordinated with department leaders to identify training needs and develop targeted solutions.
  • Created and maintaining content for our internal and external knowledge resources, training manuals, and presentations for customers and employees.
  • Trained and implemented customers in all phases of our software.
  • As a product SME, I was part of all new product deployment for our staff.
  • Worked with upper management to identify, plan, align, and address training needs.
  • Attended weekly production release meetings to properly plan needed resources and conduct staff trainings with emphasis on new updates and products.
  • Developed lesson plans, instructional materials and written practice tests for Support, Sales, and implementation training courses.
  • Facilitated high-quality training program delivery to employees and external stakeholders.
  • Developed and executed strategies to improve training program performance.
  • Scheduled and coordinated training sessions, including booking facilities and arranging catering.

Training Manager

Summit Broadband
09.2013 - 09.2017
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Created and developed training material to support sales and customer service representatives for both new hire as well as existing representatives.
  • Trained employees in all areas of customer service and Tier 1 technical support.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Created and administered tests, as well as monitoring, scoring and calibrating calls with the representatives.
  • Coached representatives on QA call scans.

Trainer/Sales Coach

Centurylink
07.2009 - 07.2012
  • Trained and assisted other trainers in new system conversion training for our existing sales and customer service representative.
  • Developed training material to help sales representatives to follow company policy and procedures accurately.
  • Working as a support to associates, observed and provide feedback to promote their development and success with company.
  • Trained on sales and account management practices to reduce process lags and enhance performance, efficiency and profitability.
  • Developed and led group training courses to align with corporate sales and service goals.
  • Managed training and development for the customer support and sales team.

Sales and Customer Service Lead

CenturyLink
10.2005 - 07.2009
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Monitored calls to help reps to maximize their sales techniques and customer service skills to generate revenue, while always preserving an excellent customer service experience.

Education

Mechanical Engineering Technology

University of Puerto Rico - Mayaguez
Mayaguez, PR
12.1999

Skills

  • Product knowledge
  • Medical Billing Knowledge
  • Revenue cycle knowledge
  • Customer Service and Sales Support
  • Systems Proficiency
  • Training and Material Development

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Training and Development Specialist

CollaborateMD/Evercommerce
08.2018 - Current

Training Manager

Summit Broadband
09.2013 - 09.2017

Trainer/Sales Coach

Centurylink
07.2009 - 07.2012

Sales and Customer Service Lead

CenturyLink
10.2005 - 07.2009

Mechanical Engineering Technology

University of Puerto Rico - Mayaguez

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Joseph Muniz