Marvina Diffa
Chattanooga,TN
Summary
Versatile training and learning professional with 4+ years of experience supporting employee development in billing and customer service environments. Skilled in instructional design, stakeholder engagement, and learning analytics, with a proven ability to turn complex processes into practical learning experiences. Recognized for building content that improves readiness, confidence, and training effectiveness.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Learning Analyst- Temporary Work Assignment
State Farm Insurance
10.2026 - Current
- Reviewed learning paths and updated content to improve learner experience and support operational readiness.
- Created learner-centered content using adult learning principles to address billing business needs.
- Analyzed learning data to spot trends and improve training effectiveness.
- Supported employee engagement with online learning tools by storyboarding Zenerate-ready simulations.
- Worked with subject matter experts to build content aligned with organizational goals.
- Coordinated curriculum deliverables with project partners and tracked timeline support.
- Converted billing processes and operational scenarios into practical learning experiences using Articulate Storyline and Rise.
Learning Delivery Facilitator
State Farm Insurance
11.2022 - Current
- Used adult learning principles to deliver interactive training sessions.
- Trained new and current billing representatives on State Farm Payment Plan and State Farm billing procedures.
- Monitored employee progress during sessions to ensure comprehension of material.
- Delivered targeted one-on-one coaching for employees requiring additional support with job duties.
- Completed assessments during and after training, then shared feedback with leaders on strengths and training needs.
- Enhanced employee confidence through training, leading to increased knowledge and productivity.
- Followed up after training with answers to questions and extra resources.
Customer Care Specialist II
State Farm Insurance
04.2019 - 11.2022
- Assisted State Farm agency partners and internal partners with policy questions and service requests, ensuring clarity and satisfaction.
- Researched and resolved complex inquiries involving billing functions and SFPP accounts.
- Acted as a resource for colleagues and divisional partners on challenging service situations.
- Maintained SFPP account information and completed accurate documentation and data entry.
- Worked independently while balancing customer needs, policy requirements, and operational procedures.
Education
Master of Professional Studies - Training And Development
Middle Tennessee State University
Murfreesboro, TN05-2026
Bachelor of Science - Psychology
Middle Tennessee State University
Murfreesboro, TN05-2016
Skills
- E-learning development
- Instructional design
- Curriculum development
- Articulate Storyline and Rise 360
- Storyboarding
- Learning analytics
- Adult learning theory
- Employee training
- Stakeholder engagement
- Learning technology
Certification
- Chartered Property Casualty Underwriter (CPCU)- The Institutes
- Life Management Institute (FLMI)- Life Office Management Association
Timeline
Learning Analyst- Temporary Work Assignment
State Farm Insurance
10.2026 - Current
Learning Delivery Facilitator
State Farm Insurance
11.2022 - Current
Customer Care Specialist II
State Farm Insurance
04.2019 - 11.2022
Master of Professional Studies - Training And Development
Middle Tennessee State University
Bachelor of Science - Psychology
Middle Tennessee State University