Julie Clark
Tupelo,MS
Summary
Hardworking Training Coordinator well-versed in handling all support functions and managing communication between trainers and participants. Skilled in identifying areas of focus. Offering 4 years of related experience in Healthcare Industry.
Overview
4
4
years of professional experience
1
1
Certificate
Work History
Molina Healthcare Provider Services Representative
Broad-Path LLC
Remote
06.2021 - 11.2023
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Provided exceptional customer service to clients in a fast-paced call center environment
- Referred unresolved customer grievances to designated departments for further investigation
- Conferred with customers by telephone or in-person to provide product or service information
- Read from scripts to promote uniformity and consistency in communications
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Followed up promptly on all unresolved cases from previous shifts
- Recommended improvements in products, services or billing methods to prevent future problems
- Assisted customers in navigating through various web pages on the company's website during their purchase process
- Navigated multiple computer systems and applications and utilized search tools to find information
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Obtained and examined relevant information to assess validity of complaints and determine possible causes
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
Molina Healthcare Training Facilitator
Broad-Path LLC
Remote
06.2021 - 11.2023
- Assessed training needs of staff and developed customized training plans to address those needs
- Collaborated with cross-functional teams to establish training objectives, budgets, and timelines
- Updated existing training programs for new work processes, process modifications, and system upgrades
- Troubleshot technology, logistics or communications challenges for courses and training sessions
- Selected or developed training handbooks, demonstration models and multimedia visual aids for training courses and sessions
- Developed job skill checklists and associated training programs to verify employee readiness to perform work
- Coordinated and managed training databases, ensuring data accuracy and integrity
- Scheduled training sessions and events, ensuring the availability of necessary resources
- Participated in needs analysis studies to determine training needs within organization
- Provided support to new trainers and ongoing support and education to existing trainers
- Tested trainees to measure progress and evaluate effectiveness of training
- Trained existing personnel on new or enhanced applications, products and job functions
- Issued course certificates and kept meticulous logs of training records
- Reported and evaluated progress of employees under guidance during training periods
- Attended meetings and seminars to obtain information for use in training programs and to inform management of training program status
- Curriculum Development, Material Preparation, Employee Performance Management System, Vulnerability Analysis, Presentation Materials, Materials Organization, Class Preparation, Activity Planning, Training Materials and Documentation, Instructional Techniques, Planning and Training Activities, Lecturing Skills, Interpersonal Communication Skills, Quality Assurance, Leadership Training, Employee Performance Reviews, User Assistance, Performance Measurement, Trainer Coaching, Verbal and Written Communication, Assessment Administration, Learning Strategies, Schedule Management, Employee Mentoring, Motivational Speaking, Adobe Captivate, Feedback Analysis, Active Listening, Remote Instruction, Safety Policies and Procedures, Coaching and Development, Lead Simulations, Orientation Procedures, Facilitate Group Discussions, Regulatory Requirements, Team-Building Activities, Professional Phone Etiquette, Incentive Initiatives
- Documented class attendance and participation and provided feedback to management.
- Identified areas in need of improvement and implemented solutions.
MVP Healthcare
Broad-Path LLC
11.2023 - 03.2024
- Managed projects efficiently, ensuring timely delivery and high-quality results.
- Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
- Developed and maintained strong relationships with clients, resulting in increased business opportunities.
- Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
- Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
- Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.
- Improved customer satisfaction by streamlining processes and implementing new strategies.
- Identified areas in need of improvement and implemented solutions.
- Documented class attendance and participation and provided feedback to management.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Incorporated real-world examples into course materials to provide employees with practical applications of theoretical concepts.
- Provided ongoing coaching and feedback to facilitate long-term success in employee roles following completion of initial trainings.
- Administered assessments before, during and after courses.
- Created an internal knowledge-sharing platform where employees could share best practices and collaborate on projects more effectively.
- Developed comprehensive job aids and resources for employees to reference post-training, enhancing knowledge retention over time.
- Administered regular assessments to track progress and address any areas requiring additional focus or support for learners'' growth.
- Collected data on program efficacy through data analysis and implemented solutions for improvement.
- Facilitated open communication between management and staff during change initiatives, easing transitions and minimizing disruptions.
- Gathered feedback from team and department leaders to devise new training materials targeted on current needs.
- Utilized various teaching methods to accommodate diverse learning styles among participants, increasing overall comprehension levels.
- Optimized existing curriculums based on participant feedback, ensuring relevance of content material across changing organizational needs over time.
- Improved employee retention rates through engaging and interactive training sessions.
- Mitigated potential compliance risks by ensuring all employees received mandatory industry-specific training.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Created and maintained detailed training records and reports for management review.
- Selected, developed and delivered classroom and online training materials to meet program needs.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Scheduled and coordinated training sessions, including booking facilities and arranging catering.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Developed job-specific competencies and performance standards.
CVS Pharmacy Customer Service Rep
Broad-Path LLC
remote
09.2020 - 06.2021
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Responded to telephone inquiries and complaints following standard operating procedures
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Met daily customer service quotas with a focus on quality
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Developed strong customer relationships and loyalty through effective communication
- Addressed customers courteously using suitable methods and problem-solving skills
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Remained open to feedback from supervisor and peers to build and improve skills set
- Logged details of customer service calls in computer system following correct protocols
- Provided account information to customers and explained bill service policies and customer rights
- Updated and maintained database with accurate customer information and timely data entry
- Handled customer complaints and inquiries in a courteous and efficient manner
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Processed orders and detailed transaction information to customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
HIGH SCHOOL DIPLOMA -
Gulf Breeze High School
Gulf Breeze, FL06.2010
Skills
- Access software
- Citrix cloud computing software
- Microsoft Authenticator
- Application server software
- Cloud-based data access and sharing software
- Google Drive; Microsoft
- Computer based training software
- Common Curriculum, Learning management system LMS
- Customer relationship management CRM software
- Data base management system software
- Data base user interface and query software Database software; Microsoft Access
- Development environment software
- Adobe Systems Adobe ActionScript
- Document management software
- Adobe Systems Adobe Acrobat
- Electronic mail software
- IBM Notes; Microsoft Outlook
- Internet browser software
- Web browser software
- Medical software
- Epic Systems
- Multi-media educational software
- Kahoot!
- Object or component-oriented development software
- Advanced business application programming ABAP
- Office suite software
- Microsoft Office software
- Operating system software
- Presentation software
- Google Slides; Microsoft PowerPoint; Adobe Connect
- Spreadsheet software
- Microsoft Excel
- Video conferencing software
- Cisco Webex; Teams
- Video creation and editing software
- Adobe Systems Adobe After Effects
- Word processing software
- Microsoft OneNote; Microsoft Word
- Salesforce software
- QuickBase
- Training SharePoint
- One Drive
- Monitoring Processes
- Materials
- Or Surroundings
- Insurance sales
- Salesforce
- Customer service
- Typing
- Databases
- Epic
- Operating systems
- Training & development
- Research
- Software troubleshooting
- Adobe Captivate
- Leadership
- Sales
- Mentoring
- Internal Communications
- Procedure Implementation
- Schedule Management
- Report Preparation
- Performance Improvement
- Technical Support
- Customer Service
- Teamwork and Collaboration
- Performance Evaluation and Monitoring
- Quality Assurance
- Team Leadership
- Sound Judgment
- Staff training/development
- KPI Tracking
- Performance Evaluations
Certification
- Life & Health Insurance License, 05/2023, 02/2025
- Insurance Producer License, 05/2023, 02/2025
- Accident & Health Insurance License, 05/2023, 02/2025
- Life Insurance License, 05/2023, 02/2025
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
MVP Healthcare
Broad-Path LLC
11.2023 - 03.2024
Molina Healthcare Provider Services Representative
Broad-Path LLC
06.2021 - 11.2023
Molina Healthcare Training Facilitator
Broad-Path LLC
06.2021 - 11.2023
CVS Pharmacy Customer Service Rep
Broad-Path LLC
09.2020 - 06.2021
HIGH SCHOOL DIPLOMA -
Gulf Breeze High School