Melody D. Laney
Phenix City,USA
Summary
Dedicated and results-driven professional with extensive experience in employee training, program design, and customer service. Demonstrates a strong commitment to acting with integrity and ensuring compliance with relevant regulations. Adept at fostering collaborative relationships across diverse teams and effectively communicating with stakeholders at all levels. Possesses strong analytical skills and a proactive approach to problem-solving, contributing to organizational goals and enhancing employee engagement.
Overview
12
12
years of professional experience
Work History
Training Specialist
PLADS
04.2022 - Current
- Conduct comprehensive analyses to enhance learning and development strategies
- Supervise trainees, addressing behavioral concerns and fostering growth
- Collaborate with subject matter experts to develop compliant training content
- Communicate goals and expectations clearly to trainees and stakeholders
- Design assessments to evaluate training effectiveness and compliance
- Implement tailored training programs aligned with organizational goals
- Facilitate cross-departmental collaboration to deliver impactful training sessions
Tier One Lead Qualifier
Aflac
11.2020 - 03.2022
- Managed inbound and outbound calls to assess customer interest in products
- Built strong customer relationships while ensuring confidentiality and compliance
- Tracked interactions and communicated insights to management effectively
Customer Service III
Aflac
01.2017 - 11.2020
- Provided accurate responses to policyholder inquiries while maintaining confidentiality
- Assisted in training new hires, enhancing team performance and compliance
- Handled escalated calls, serving as a subject matter expert in employee relations
Cancer Claims I
Aflac
07.2016 - 01.2017
- Processed claims data and provided customer service regarding claims
- Verified information accuracy and followed up on claims issues to ensure compliance
Customer Service Representative
Aflac
09.2013 - 06.2016
- Enhanced customer experience by building relationships and providing effective solutions
- Processed transactions and contributed to team objectives through effective engagement
Education
Bachelor of Business Administration - Business Administration and Management
Strayer University
06.2025
High School Diploma -
Lee High School
Huntsville, AL05.2002
Skills
- Acting with Integrity
- Effective Communication
- Performance assessment
- Soft skills training
- Coaching and mentoring
- Employee Training & Development
- Compliance with Federal & State Regulations
- Customer Service Excellence
- Team Collaboration
- Strong Analytical Skills
- Project Management
- Employee Relations
- Process Improvement
Timeline
Training Specialist
PLADS
04.2022 - Current
Tier One Lead Qualifier
Aflac
11.2020 - 03.2022
Customer Service III
Aflac
01.2017 - 11.2020
Cancer Claims I
Aflac
07.2016 - 01.2017
Customer Service Representative
Aflac
09.2013 - 06.2016
Bachelor of Business Administration - Business Administration and Management
Strayer University
High School Diploma -
Lee High School
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