L. MARIE WEST
Austell,GA
Summary
A forward-thinking leader in management with experience building and implementing complete learning plans using innovative learning and development technologies. able to communicate with management and other business leaders about business processes while organizing training and development, creating training courses, and analyzing training needs. Self-motivated, dependable Sr. Underwriting Admin Manager experienced in internal liaison with departments to ensure training aligns with scheduling and operating procedures. Willingness to adapt to a rapidly changing environment. Dedicated job seeker with a track record of using organized, consistent procedures to meet company needs. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
24
24
years of professional experience
Work History
Corporate Learning Mgr / Sr. Underwriting Admin Ma
Old Republic Aerospace
Kennesaw, GA
07.2006 - Current
- Worked with partner organizations to collaborate on existing and new programs.
- Conducted research, relationship management and project management of special initiatives.
- Managed paper or electronic filing systems by recording information, updating paperwork and maintaining documents.
- Established work procedures or schedules to organize daily work of administrative staff.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
- Streamlined office processes and procedures to boost profits and productivity and facilitate continuous improvements.
- Facilitated service-learning workshops with educational community.
- Performed revisions of curriculum to improve learning outcomes and student performance.
- Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Mentored team members to succeed and advance within department and company.
- Evaluated employee skill levels and implemented new techniques to boost staff knowledge.
- Identified and solved problems to enhance management and business direction.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Communicated job expectations and trained staff to promote team building and discipline.
- Recruited, trained and developed administrative team to support corporate growth and objectives.
Sr. Team Lead Learning Exchange
The Hartford Insurance Group
San Diego, CA
06.1999 - 07.2004
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Implemented company processes to effectively resolve customer service issues.
- Motivated teams by recognizing and rewarding excellence.
- Set attainable daily, weekly and monthly goals and game plans.
- Held monthly meetings with associates to provide constructive feedback on performance.
- Partnered with fellow team members on new customer service program to promote seamless transitions.
- Developed strategies to assist associates in meeting goals.
- Provided daily direction to call center associates.
- Cross-trained staff members, resulting in 100% increase in customer satisfaction ratings.
- Utilized recognition and reward tools frequently to recognize achievements.
Education
Bachelor of Arts - Organizational Management Business Leadership
Master of Arts - Organizational Development
10.2015
Skills
- Management Staff Collaboration
- Team Demonstrations
- Training Program Development
- Supervisor Skills Training
- Personal Development Sessions
- Verbal and Written Communication
- Training Manual Creation
- Relationship Building
- Detail-Oriented
- Decision Making
- Productivity Improvement
- Workflow Process Improvement
- Remote Employee Training
- Quality Control
- Employee Coaching
- Management Team Development
- Organizational Development
- Task Prioritization
Accomplishments
- Create ways to improve business processes and procedures that are in line with the departmental goals, objectives, and system requirements
- Perform quarterly needs assessments and analyses to identify new areas of improvement
- Maintain knowledge of the organization's policies and procedures, as well as federal and state policies, procedures, and directives
- Implemented continuous improvement methods and techniques to increase engagement among newly trained employees in order to reduce attrition and achieve a 100 percent retention rate
- Identified trends associated with customer inquiries and incorporated feedback to guide coaching sessions for more than 200 new trainees
- Exceptional Interpersonal Skills
- Emotional Intelligence
- Motivational Leader
- Creation of organization's Employee Engagement Committee
- Increased associates productivity by 10%
- Developed strong, high-performing teams
- Implemented SharePoint Underwriting Assistant University
- Implemented ImageRight Standards
Timeline
Corporate Learning Mgr / Sr. Underwriting Admin Ma - Old Republic Aerospace
07.2006 - Current
Sr. Team Lead Learning Exchange - The Hartford Insurance Group
06.1999 - 07.2004
Ashford University - Bachelor of Arts, Organizational Management
Business Leadership
Ashford University - Master of Arts, Organizational Development