Leticia Diaz Irving
League City,TX
Summary
Excellent communicator and dependable team player with strong understanding of insurance industry. Adept at building relationships with clients, brokers and other stakeholders while delivering outstanding service. Highly organized and detail-oriented with strong ability to identify potential risks and develop solutions.
Overview
18
18
years of professional experience
Work History
General Lines Insurance Agent
American Income Life
07.2021 - Current
- Senior Insurance Agent and Manager responsible for providing members of various Unions, Groups and Associations with permanent life insurance benefits
- Responsibilities include: Inbound/Outbound Call Support, Appointment Booking/Scheduling, Zoom Presentation Delivery, Field Underwriting Screening, Sales Qualifying/Down Closing/Up Selling, Account Management and Customer Service Support, Recruiting/Interviewing/Mentoring/Coaching New Hires, On the Job Field/Trainer
- Built relationships with clients using active listening and issue resolution to provide excellent service
- Responded to customer calls swiftly to resolve issues and answer questions
- Prepared and reviewed insurance applications to verify compliance with regulations
- Obtained underwriting approval by completing application for coverage
- Identified potential risks in client businesses and recommended appropriate insurance coverage
- Educated clients on insurance policies and procedures
Instructional Designer
TTEC - Business Process Outsourcing Company
06.2018 - 07.2021
- Instructional design consultant on the Kaiser Permanente project
- Responsible for integrating discovery learning principles into traditional instructor led classroom materials, such as facilitator guides, PowerPoint presentations and job Aids
- Instructional design developer on the Ooredoo project
- Responsible for leading the redesign and conversion of traditional classroom instruction for a global IT firm into ten e-learning modules using Storyline 360
- Responsibilities included vetting legacy content, creating digital design documents for Storyline development and graphic artists, developing Storyline modules, providing e-learning QA support to ensure compliance with development guidelines, uploading finished modules into LITMOS, creating a LITMOS final assessment and converting English language modules into Bahasa, Arabic, Burmese and French
- Instructional design developer on the JPMC project
- Assisted with updating Storyline 360 e-learning modules and providing e-learning QA support to ensure compliance with development guidelines
- Instructional design developer on the Allianz project
- The primary project objective is to digitize existing instructor - led training for four of the Allianz Sales Capability modules
- Responsibilities include coordinating the Instructional Design team efforts and include executing the design and development work needed to achieve the deliverable using RISE.
Learning and Development Specialist
Virtual Intelligence Providers - Training and Development Consulting Firm
10.2017 - 07.2017
- Responsible for designing and developing training solutions consisting of; Experiential learning, e-learning, job shadowing and ILT for Sales Management and Talent Enablement personnel
- Conducting front-end needs assessments, creating project scope documents and supporting training plans based on customer needs for a Property and Casualty Insurance company
- Maintaining and updating the LMS and coordinating training resources and tracking student progress.
Instructional Design Program Manager
Hewlett Packard Enterprise - Technology Firm
01.2016 - 07.2017
- Responsible for the design, development and management of the Human Resources Learning and Development Onboarding portfolios for a global audience of new hires
- Onboarding courses and key accomplishments: Key (NEO) Accomplishments include: Reduction in deliverable time from 8 hrs.to 6
- Stand-a-lone modules for increased flexibility based on regional preferences
- Game based activities for increased user interaction / attention
- Streamlined Facilitator Guides and scripts for easy reference
- Key (C2CS) Accomplishments include: Reduction in deliverable time from from 4 days to 2 for ILT and from 5 to 3 for vILT
- Updated content to align with current branding guidelines
- One common Facilitator Guide for the ILT and vILT
- Micro-lesson creation for delivery via EdCast
- Replaced abstract based activities with those based on real world application
- Talent Enablement Support responsibilities included: Designing a job specific electronic onboarding checklist
- Assessing existing performance evaluation criteria used by sales and recruiting managers and end users
- For accuracy and compliance with instructional standards and guidelines
- Assessing all training materials to ensure they accurately supported the performance-based learning objectives
- Recommending corrective action to take to improve or eliminate training inconsistencies.
Instructional Design Program Manager
Helmerich and Payne International Drilling Company - Manufacturing Contractor
07.2009 - 11.2015
- Responsible for providing instructional design and project management services in support of Human Resources for drilling rig contractor field operations
- Canvassing and Interviewing prospective new hires for Instructional Design and developer positions
- Negotiating contractual agreements with 3rd party contractors
- Vendor management Assessing employee performance and mentoring new hires
- Developing project scope documents and managing project teams
- Conducting a gap analysis of eight legacy classroom training modules
- Leading the development of performance based objectives & test questions for training materials in collaboration with SMEs
- Updating eight classroom training modules per gap analysis findings and SME input
- Leading a task analysis of the PDS-20, the Pipe Handler and the Boiler with SME collaboration
- Conversion of Rig Manager Supervisory classroom training to an e-learning module
- Designing and developing Quick Reference Cards for the PDS-20
- Assessing and providing input for simulation design and development
Sr. Instructional Design Project Manager
Syntex Management Systems - Software Development Firm
08.2005 - 11.2008
- Introduced project development guidelines and standards based on the A.D.D.I.E
- Model of Instructional Systems Design (I.S.D.) to the Syntex Training Department
- Designed and managed the development and deployment of training curricula in support of the Enterprise Risk Management software suite
- Conducting needs assessments and gap analysis, developing training plans, defining project scope documents, and overseeing adherence to Instructional Systems Design guidelines and standards
- Assessing legacy training materials for compliance with Instructional Design principles and adult learning theory, identifying changes needed to achieve compliance and overseeing their implementation
- Developing statements of work and change order requests
- Classifying legacy courses by curriculum, and creating a Train the Trainer Curriculum
- Coordinating training delivery and allocating training resources for online and classroom instruction
- Delivering classroom and virtual training on ERM suite curricula
- Delivering Train the Trainer training and evaluating classroom trainers
- Updating the training Web site with general training information including; training schedules, course descriptions that included goals and objectives, prerequisites and support tools, Managing customer responses to training requests, booking training engagements and coordinating training events held at annual User Conferences
- Updating training materials to comply with new releases and copyright law
- Providing external customers with feedback on their training material development initiatives.
Education
Post-Baccalaureate Certification in Biomedical Communications - Instructional Design - Biomedical Communications (Instructional Systems)
University of Texas School of Allied Health Sciences
Houston, TXBachelor of Fine Arts in Interior Design -
University of Houston Central Campus
Skills
- Account Management
- Customer Follow-Up
- Client Retention
- Client Relations
- Leads Prospecting
- Client Needs Analysis
- Coaching & Mentoring Expertise
- Classroom & Virtual Classroom Instruction
- On The Job Trainer
Accomplishments
- 10K Plaque Recipient
Licenses
General Lines License with the Texas Department of Insurance (Resident License)
Non-Resident Licenses:
California
Florida
Georgia
Idaho
Missouri
North Carolina
Ohio
Oklahoma
Oregon
Pennsylvania
Tennessee
Washington
Timeline
General Lines Insurance Agent
American Income Life
07.2021 - Current
Instructional Designer
TTEC - Business Process Outsourcing Company
06.2018 - 07.2021
Learning and Development Specialist
Virtual Intelligence Providers - Training and Development Consulting Firm
10.2017 - 07.2017
Instructional Design Program Manager
Hewlett Packard Enterprise - Technology Firm
01.2016 - 07.2017
Instructional Design Program Manager
Helmerich and Payne International Drilling Company - Manufacturing Contractor
07.2009 - 11.2015
Sr. Instructional Design Project Manager
Syntex Management Systems - Software Development Firm
08.2005 - 11.2008
Post-Baccalaureate Certification in Biomedical Communications - Instructional Design - Biomedical Communications (Instructional Systems)
University of Texas School of Allied Health Sciences
Bachelor of Fine Arts in Interior Design -
University of Houston Central Campus
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