LORNA GAVIN
Portland,Oregon
Summary
Dedicated and results-driven Training Specialist II with extensive experience in developing and implementing training programs to enhance team performance and operational excellence. Skilled in data analysis, problem-solving, and multitasking within fast-paced environments. Known for strong leadership abilities, excellent communication skills, and a focus on driving superior quality outcomes. Adept at improving processes and seeking to leverage my experience and leadership capabilities to foster continuous improvement and ensure top-tier quality standards. Experienced with developing comprehensive training programs that enhance workforce skills and knowledge. Utilizes innovative training methodologies to engage employees and improve retention. Track record of fostering collaborative learning environment that drives organizational success.
Overview
7
7
years of professional experience
Work History
Training Specialist II
CareOregon
04.2024 - Current
- Trained and mentored new hires and supported tenured reps to fulfill various roles.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Ability to remain flexible and responsive to feedback, while managing stress and high workloads.
- Provided mentoring and coaching to fellow trainers.
- Effective team leadership with a commitment to customer experience policies, and procedures.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Adept at problem-solving, critical thinking, and making sound judgement decisions under pressure.
- Strong leadership abilities, including coaching, mentoring, teaching, and being a positive role model to new hires and tenured reps.
- Collaboration with several different departments and peers to ensure high productivity and results.
- Led professional and thorough orientation sessions, introducing new hires to key company information.
- Enhanced e-learning experience by designing interactive and engaging instructional materials.
- Developed instructor-led training materials that supported face-to-face classroom instruction for blended learning environments.
- Created curricula, research topics and conceptualized course format, subject matter and presentation.
- Conducted comprehensive needs analysis to identify areas for instructional improvement and targeted training solutions.
- Conducted post-training evaluations to measure effectiveness of instruction and identify areas for continuous improvement.
- Evaluated existing course materials, identifying opportunities for enhancement or revision based on learner feedback.
- Applied adult learning principles to ensure optimal engagement levels among diverse groups of learners.
- Developed assessments and user polls to evaluate course effectiveness, altering content and delivery to achieve student learning goals.
- Identified gaps in existing curriculum by conducting thorough reviews of current course offerings.
- Collaborated with subject matter experts to ensure content accuracy and relevance, enhancing learner trust and engagement.
Training Specialist
CareOregon
02.2022 - Current
- Collaborated with cross-functional teams to establish training objectives, budgets, and timelines.
- Assessed training needs of staff and developed customized training plans to address those needs.
- Updated existing training programs for new work processes, process modifications, and system upgrades.
- Trained existing personnel on new or enhanced applications, products and job functions
- Assisted with the development of web-based, self-paced learning programs.
- Reported and evaluated progress of employees under guidance during training periods.
- Troubleshot technology, logistics or communications challenges for courses and training sessions.
- Scheduled training sessions and events, ensuring the availability of necessary resources.
- Participated in needs analysis studies to determine training needs within organization.
- Developed training procedures and program curriculum to support corporate objectives.
- Attended meetings and seminars to obtain information for use in training programs and to inform management of training program status.
- Developed alternative training methods if expected improvements are not seen.
- Collaborated with management to periodically review and update training program objectives.
- Coordinated team exercises and group discussions to increase training engagement.
- Evaluated instructor text selections and training materials to verify alignment with approved curriculum.
- Ability to work effectively with diverse individuals and groups.
Customer Service Lead
CareOregon
07.2021 - 02.2022
- Greeted customers and listened closely to problems described to determine solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Met with Customer Service Representatives to understand their work and meet them as I was to help support them while the department was in search of a supervisor.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Remained open to feedback from supervisor and peers to build and improve skills set.
Customer Service Representative
Health Share of Oregon
09.2018 - 07.2021
- Responded to telephone inquiries and complaints following standard operating procedures.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Updated and maintained database with accurate customer information and timely data entry.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Maintained strict confidentiality of protected health Information to comply with HIPAA regulations.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
Education
Bachelor Of Arts (B.A.) - Marketing
Portland State University
Portland, OR06.2018
Certification - International Business
Portland State University
Portland, OR06.2018
Skills
- Creating Agendas and Plans for trainings and projects
- Project Implementation for various training and eLearning content
- Understanding OHP and CCO structures
- Strong Job Training and Coaching skills to support employees
- Microsoft Office
- Articulate 360
- Camtasia
- Great Time Management
- Strong Organizational Skills
- Strong written, reading, and verbal communication skills
- Healthcare Terminology
- Organizational Policies
- Strong understanding of the OHP Member and Provider Journey
- Attention to Detail
- Calm Under Pressure
- Expert Documentation expertise
- Communication and Team Collaboration
- Online training experience
- Performance Assessment
- Video instruction
- Learning management systems
- Training program development
- Training evaluation
- Job training
- Video editing
- Course material creation
- Curriculum design
- Assessment design
- Virtual classroom
- Gamification techniques
- Feedback analysis
- SCORM compliance
- Course evaluation
- Training material development
References
References available upon request
Languages
Spanish Bilingual
Native or Bilingual
English Bilingual
Native or Bilingual
Timeline
Training Specialist II
CareOregon
04.2024 - Current
Training Specialist
CareOregon
02.2022 - Current
Customer Service Lead
CareOregon
07.2021 - 02.2022
Customer Service Representative
Health Share of Oregon
09.2018 - 07.2021
Certification - International Business
Portland State University
Bachelor Of Arts (B.A.) - Marketing
Portland State University