Kathleen Cook
Summary
Training and human services professional with a background in coaching, onboarding, staff development, service coordination and community engagement. Brings experience partnering with managers, leading in-person and virtual training, and maintaining SOPs and compliance support to improve team performance and service delivery.
Overview
17
17
years of professional experience
Work History
Co-Owner
Wash On Wheels
Syracuse, NY
01.2010 - Current
- Assist with daily operations for successful small business that has operated for 40+ years.
- Coordinate public relations efforts by working with local agencies and media contacts.
- Serve as direct contact with human resources vendor to maintain compliance with HR laws and policies.
Training Manager, Revenue Cycle Management
Aspen Dental Management, Inc
Syracuse, NY
07.2019 - 03.2026
- Supported design of training program and led in-person and virtual sessions aligned with key performance indicators and outcomes.
- Coordinated with managers to identify skill and knowledge gaps and support training needs implementation.
- Conducted needs assessments to identify departmental developmental needs.
- Assisted department training team in delivery of comprehensive training program for new hire onboarding and existing staff development.
- Maintained document update process, including drafting and revising internal standard operating procedures (SOPs).
Training Manager, Operations (Scheduling Center)
Aspen Dental Management, Inc
Syracuse, NY
02.2016 - 07.2019
- Planned and led training programs that improved staff development, knowledge retention, engagement, and performance.
- Developed and presented new hire training and refresher sessions on new product lines, sales, and quality customer service.
- Helped identify, train, and coordinate peer coaches for newly hired agents to support new-hire success.
- Mentored team members to grow and advance within department and company.
- Tracked trainee progress through assessments and feedback from managers and supervisors to identify training gaps and improvement.
Operations Manager, Scheduling Center
Aspen Dental Management, Inc
Syracuse, NY
09.2015 - 02.2016
- Collaborated with management team to monitor KPI targets, aligning team efforts to achieve specified goals.
- Supported daily oversight of 3 team leads and 30+ scheduling agents.
- Delivered coaching and engagement activities to support strong direct-report performance.
Trainer, Scheduling Center
Aspen Dental Management, Inc
Syracuse, NY
05.2014 - 09.2015
- Developed and delivered training courses for new hires, peer coaches, and experienced employees.
- Provided one-to-one coaching support to help new and experienced employees succeed.
- Partnered with management team to identify training needs that improved team performance and supported business goals.
Patient Services Rep
Aspen Dental Management, Inc
Syracuse, NY
03.2013 - 05.2014
- Managed the front desk, greeted patients, and delivered positive customer service.
- Verified insurance details, collected payments, and scheduled appointments.
- Supported the daily office operations to maintain a positive patient experience.
- Managed patient records to guarantee accuracy and HIPAA compliance.
Education
Associate of Applied Science - Graphic Arts, Interior/Textile Design
Onondaga Community College
Syracuse, NYCertificate - Human Services, Social Services Competency Based Training
SUNY Empire College
Syracuse, NYSkills
- Management and leadership
- Presentation and facilitation
- Outcome measurement
- Performance improvement
- Client support and coordination
- Accurate record keeping
- Time and resource management
- Effective communication
- Inclusive rapport building
- Critical thinking
- SOP development
- Stakeholder collaboration
- Adaptability
Timeline
Training Manager, Revenue Cycle Management
Aspen Dental Management, Inc
07.2019 - 03.2026
Training Manager, Operations (Scheduling Center)
Aspen Dental Management, Inc
02.2016 - 07.2019
Operations Manager, Scheduling Center
Aspen Dental Management, Inc
09.2015 - 02.2016
Trainer, Scheduling Center
Aspen Dental Management, Inc
05.2014 - 09.2015
Patient Services Rep
Aspen Dental Management, Inc
03.2013 - 05.2014
Co-Owner
Wash On Wheels
01.2010 - Current
Associate of Applied Science - Graphic Arts, Interior/Textile Design
Onondaga Community College
Certificate - Human Services, Social Services Competency Based Training
SUNY Empire College