Keisha Christian
Paulsboro,NJ
Summary
A senior leader skilled in communication, listening and managing complex teams and projects. Effectively communicates within and outside functions to gain cooperation on operational processes, practices and procedures. Success in making moderate to substantial improvements to enhance staff training and productivity to achieve department and organization goals.
Overview
15
15
years of professional experience
Work History
Technical Training Senior Supervisor
Cigna
10.2019 - Current
- Oversees Medicare Appeals, Grievance and CTM training team
- Manage business relationships
- Reshapes or redirects employee interpretation of organizational messages and decisions to drive understanding and acceptance.
- Identify gaps and provide effective trainings, coaching’s, or communications
- Effectively interpret and evaluate observations, communications, information, and argumentation
- Hold regular staff meetings
- Manage development and implementation of project plans, training materials and communications
- Adapts departmental plans and priorities
- Decisions and problem solving
- Provides input into workforce planning and recruitment activities
- Identified underperforming areas and implemented effective process improvements.
- Maximized personal competency through continuous professional development.
- Provided feedback, training and skill development to staff to improve accuracy, productivity and quality.
Quality Review and Audit Lead Analyst
Cigna
10.2019 - 05.2021
- Managed and facilitated job specific new hire training programs using proven techniques to increase retention and engage and motivate participants
- Managed and facilitated ongoing training to introduce new products or services, teach new workflows or processes, and refresh technical skills
- Managed delivery of courses and programs utilizing Cigna University’s learning management system
- Work in collaboration with instructional designers, trainers, and business constituents to identify training program enhancements and recommend changes
- Support ongoing evaluations of training program effectiveness, assisting with creation and implementation of work plans to address identified needs
- Updated existing training program content based on business needs and ongoing evaluation of program’s effectiveness
- Secure all resources required to deliver training programs, including rooms, technology, guest speakers/subject matter experts, and supplies
- Monitor performance and quality in new hire programs and regularly coached to improve performance
Division Manager
Aetna, A CVS Health
10.2016 - 10.2019
- Oversee the Complaints Training Module (CMT), Training Department, Medicare Grievances, Appeals (Parts C & D) and Medicare Plan Services Enrollment.
- Manage third party relationships.
- Fluently describe business operations, key trends, financial performance, regulatory factors and results against plan for area accountability.
- Reshapes or redirects employee interpretation of organizational messages and decisions to drive understanding and acceptance.
- Effectively interpret and evaluate observations, communications, information, and argumentation.
- Hold regular staff meetings.
- Manage development and implementation of project plans in multiple and diverse environments.
- Uses diagnostic tools to assess constituent needs and demographic profile to support solutions w/ appropriate diversity focus.
- Translates organizational strategies into clear objectives and business action.
- Effectively recruits and on-boards talent from diverse labor pools within or outside US.
- Effectively manages cultural, generational and lifestyle differences of employee populations.
- Effectively engages and manages virtual teams within or outside US.
- Builds and reinforces cross-cultural sensitivity within workforce.
Senior Instructional Trainer
Aetna, A CVS Health
10.2014 - 09.2016
- Conduct performance analysis to identify performance gaps and appropriate training interventions.
- Collaborate with multiple departments to develop curriculum.
- Facilitate training sessions for domestic and international audiences.
- Initiate performance management processes and employee development.
- Apply project management principles and tools.
- Develop cross functional problem solving.
- Conduct customer and segment analysis.
- Manage integrated service delivery.
- Evaluate and recommend technology solutions for business needs.
- Demonstrate cross-cultural sensitivity.
Supervisor
Aetna, A CVS Health
05.2013 - 09.2014
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Manage team productivity and resources, communicates productivity expectations and balances workload to achieve customer satisfaction through prompt/accurate handling of customer concerns.
- Managed clinical and or non-clinical personnel.
- Serve as content model expert and mentor to team regarding policies and procedures, regulatory and accreditation requirements.
- Select staff using clearly defined requirements in terms of education, experience, technical and performance skills.
- Build strong functional teams through formal training, diverse assignments, coaching, mentoring and other developmental techniques.
- Assesses developmental needs and collaborates with others to identify and implement action plans that support development of high performing teams and individuals.
- Ensures work of team meets federal and state requirements and quality measures, with respect to letter content and turnaround time for Appeals and Complaints handling.
- Holds individuals/team accountable for results; recognize/reward as appropriate.
- Lead change efforts while managing transitions.
Instructional Trainer
Aetna, A CVS Health
08.2008 - 05.2013
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Evaluate and recommend technology solutions for business needs.
- Demonstrate cross cultural sensitivity
- Develop and conduct follow-up assessments to determine effectiveness and, when appropriate, ROI of training programs.
Education
High School Diploma -
Elmira Southside High School
Elmira06.1994
Skills
- Operational Standards
- Quality Standards
- Data Analysis
- Employee Supervision
- Resolving Conflicts
- Customer Service
- Coaching and Mentoring
- Regulations and Procedures
- Motivational Leadership
- Customer Relationship Management
- Organizational Policies
- Strategic Planning
Timeline
Technical Training Senior Supervisor
Cigna
10.2019 - Current
Quality Review and Audit Lead Analyst
Cigna
10.2019 - 05.2021
Division Manager
Aetna, A CVS Health
10.2016 - 10.2019
Senior Instructional Trainer
Aetna, A CVS Health
10.2014 - 09.2016
Supervisor
Aetna, A CVS Health
05.2013 - 09.2014
Instructional Trainer
Aetna, A CVS Health
08.2008 - 05.2013
High School Diploma -
Elmira Southside High School
Similar Profiles
Rudee FriarRudee Friar
Customer Service Representative at CignaCustomer Service Representative at Cigna
Tiffany LovatoTiffany Lovato
Customer Service Advocate at CignaCustomer Service Advocate at Cigna
Luis GilLuis Gil
Customer Service Representative at CignaCustomer Service Representative at Cigna
TIA WHITETIA WHITE
Senior Enrollment / Medical Billing Specialist at CignaSenior Enrollment / Medical Billing Specialist at Cigna
Khadija SaikoukiKhadija Saikouki
Home Health Aide at BAYADAHome Health Aide at BAYADA