Kelly Ferguson
Los Alamitos
Summary
Dynamic and results-driven training professional with over 10 years of progressive experience in customer service, training, performance evaluation, and process improvement. Proven expertise in developing curriculum, technical writing, conducting audits, and facilitating engaging training programs across diverse teams. Adept at assessing training needs, coaching staff, and improving operational efficiencies. Bilingual in English and Spanish.
Overview
14
14
years of professional experience
Work History
Training Specialist
Elevance Health / CareMore
03.2021 - Current
- Lead training initiatives across Member Services, Business Office, and Provider Data Management departments.
- Create, update, and manage comprehensive training curriculum and job aids using technical writing best practices.
- Conduct audits and performance evaluations for new hires and existing staff, providing actionable feedback to leadership.
- Collaborate with SMEs and leadership teams to develop targeted learning plans aligned with organizational goals.
- Facilitate workshops, refreshers, and cross-functional training to support continuous learning.
- Manage training materials, ensure compliance with updated policies, and monitor training effectiveness.
- Maintain strong interdepartmental relationships to identify ongoing training and auditing needs.
Trainer I
03.2018 - 03.2021
- Delivered training for new and existing employees in Member Services and Transportation departments.
- Maintained updated knowledge of policies, incorporating them into revised training materials.
- Worked with customer service managers on performance improvement plans and post-training evaluations.
- Supported staff through coaching and individual development plans, boosting team competency.
Instructor I
07.2016 - 03.2018
- Assisted in curriculum design, training manuals, and technical documents to support program delivery.
- Traveled out of state to lead training efforts with third-party organizations.
- Identified training gaps and implemented learning strategies to close skill deficiencies.
- Participated in leadership meetings to align training with organizational priorities.
Member Services Operations Lead / System Manager
08.2014 - 07.2016
- Mentored and certified new hires; facilitated training workshops and refresher sessions.
- Conducted audits and monitored service level metrics to ensure compliance and efficiency.
- Resolved complex member issues and supported escalations and grievances.
- Assisted with Work Force Management projects and process documentation.
Member Services Rep II
08.2013 - 07.2014
- Provided front-line support and trained new hires both locally and out-of-state (Utah, New York).
- Conducted peer coaching and monitored adherence to policies.
- Created supplemental materials to support training and onboarding.
Member Services Rep I
01.2012 - 07.2013
- Handled high-volume inbound calls to address member questions and concerns.
- Followed up on RFAs and ensured timely issue resolution.
Education
Bachelor of Arts - Recreation and Leisure Studies
California State University, Dominguez Hills
Carson, CA05.2009
Associate of Arts - undefined
Cerritos College
Norwalk, CA05.2006
Skills
- Training & Facilitation
- Technical Writing & Curriculum Development
- Performance Auditing & Evaluation
- Process Improvement & Documentation
- Stakeholder Communication
- New Hire Onboarding
- Customer Service Operations
- Project Management
- Team Leadership & Coaching
- Salesforce, NextGen, Facets, Navigator, GNAV, KARE
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Bilingual: Spanish
Timeline
Training Specialist
Elevance Health / CareMore
03.2021 - Current
Trainer I
03.2018 - 03.2021
Instructor I
07.2016 - 03.2018
Member Services Operations Lead / System Manager
08.2014 - 07.2016
Member Services Rep II
08.2013 - 07.2014
Member Services Rep I
01.2012 - 07.2013
Associate of Arts - undefined
Cerritos College
Bachelor of Arts - Recreation and Leisure Studies
California State University, Dominguez Hills
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