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Kimberly Martinez
Technical Training Sr. Analyst
Surprise,AZ
Work Preference
Summary
Experienced healthcare professional with 20+ years at The Cigna Group, progressing from frontline customer service to Senior Technical Training and Change Support roles. Proven ability to translate complex systems, processes, and business initiatives into clear training and communication solutions that improve workforce readiness, performance, and compliance. Strong cross-functional collaborator recognized for clarity, organization, and calm leadership during change.
Overview
24
24
years of professional experience
Work History
Technical Training Senior Analyst
The Cigna Group / Evernorth Health Services
Arizona
01.2002 - Current
- Led end-to-end technical and process training for new hire and tenured employees supporting healthcare operations and services.
- Designed, updated, and maintained learning materials including facilitator guides, participant guides, job aids, quick reference tools, and presentations.
- Facilitated instructor-led, virtual, and blended learning sessions to ensure performance, quality, and compliance standards were met.
- Partnered with operations leaders, project teams, and subject matter experts to assess training needs and align learning solutions with business goals.
- Supported enterprise system implementations and process changes by translating complex operational content into clear, actionable training and communication materials.
- Reinforced learning through retraining, coaching support, and targeted refreshers following system or policy updates.
- Tracked learner progress, completion, and effectiveness using LMS tools; identified trends and recommended improvements.
- Managed multiple training initiatives simultaneously in a fast-paced, deadline-driven environment.
- Served as a trusted training and knowledge resource for cross-functional partners and leadership.
Business Project Senior Analyst / Training & Change Management Analyst
The Cigna Group / Evernorth Health Services
01.2016 - 01.2019
- Supported operational effectiveness initiatives focused on training readiness, knowledge management, and process improvement.
- Collaborated with business partners to document workflows, standard operating procedures, and training requirements tied to operational change.
- Assisted with change management and communication efforts by organizing content, developing reference materials, and supporting rollout activities.
- Analyzed business and system impacts to ensure training, documentation, and communications were aligned with operational needs.
- Provided guidance and support to frontline teams during transitions to new tools, applications, and policies.
Customer Service Analyst / Manager Support / Adjunct Facilitator
The Cigna Group / Evernorth Health Services
01.2008 - 01.2016
- Supported healthcare customer service operations through training delivery, quality reinforcement, and performance support initiatives.
- Delivered classroom and on-the-job training to new hires and existing employees.
- Created desk guides, job aids, and reference materials to improve consistency, accuracy, and confidence.
- Assisted leaders with coaching documentation, process clarification, and employee development support.
- Acted as a liaison between frontline teams and leadership to identify training gaps and improvement opportunities.
Customer Service Representative
The Cigna Group / Evernorth Health Services
01.2002 - 01.2008
- Delivered high-quality customer service in a healthcare contact center environment supporting members and providers.
- Resolved complex inquiries while adhering to regulatory, quality, and service standards.
- Built strong foundational knowledge of healthcare operations, benefits administration, and customer experience.
- Recognized for strong communication, accuracy, and reliability, leading to advancement opportunities.
Education
High School Diploma -
Maryvale Hight School
Skills
- Technical & Systems Training
- Curriculum & Job Aid Development
- Business & Provider Communications
- Change Management Support
- Virtual & Instructor-Led Facilitation
- Learning Management Systems (LMS)
- Stakeholder Collaboration
- Healthcare Operations & Compliance
- Process Improvement & Readiness
- Microsoft Office, SharePoint, Teams
- Microsoft Word, PowerPoint, Excel
- SharePoint, Microsoft Teams
- Virtual training platforms
Timeline
Business Project Senior Analyst / Training & Change Management Analyst
The Cigna Group / Evernorth Health Services
01.2016 - 01.2019
Customer Service Analyst / Manager Support / Adjunct Facilitator
The Cigna Group / Evernorth Health Services
01.2008 - 01.2016
Technical Training Senior Analyst
The Cigna Group / Evernorth Health Services
01.2002 - Current
Customer Service Representative
The Cigna Group / Evernorth Health Services
01.2002 - 01.2008
High School Diploma -
Maryvale Hight School
CAREER HIGHLIGHTS
- 20+ years of continuous service at Cigna, demonstrating stability, adaptability, and trust
- Career progression from frontline operations to senior training leadership
- Extensive experience translating complex healthcare and technical information into clear learning and communications
- Deep understanding of healthcare operations, compliance, and change impacts