Mundie Anderson
Aurora,CO
Summary
Enthusiastic, detail orientated training specialist with 2 years' experience. Managerial experience supporting the Customer Routing Center. Partner with stakeholder to ensure that training gaps are identified and implemented to execute and build capabilities. Very personable and high-energy professional with the drive to initiate a new training environment to maintain best practices. year career to a growth-oriented role.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Training Specialist II
Safeco Insurance
01.2018 - 08.2023
- Evaluated individual and organizational performance to ensure training is meeting business needs and improving performance
- Identified training needs by consulting with stakeholders
- Reviewed testing models and current state job aids with different levels of leadership to apply the methods and reinforce proper behaviors across the Safeco and Liberty business unit
- Assisted senior trainers with training & development projects
- Project work included assisting with course content development, program assessments, participant testing/evaluations resulting in a more standardized way to evaluate the effectiveness of our program
- Measured effectiveness of training programs utilizing existing tools
- Made recommendations based on these measurements to improve quality of training program.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Developed training handbooks, computer tutorials and reference materials.
Interim Training Specialist I
Safeco Insurance
01.2016 - 01.2018
- Met or exceeded tenured numbers for all training KPI's during the 2018 year
- Identified appropriate training methodologies based on audience learning styles
- Adapted training content to meet the changing needs of customer service groups and/or to improve upon the quality of existing content
- Helped to develop new training content
- Handled program administration needs to include communications, scheduling, roster management, materials production, facilities coordination, participant tracking, etc.
CRC Interim Manager (Customer Routing Center)
Safeco Insurance
03.2013 - 01.2016
- Managed a top performing team of 17 contractors
- Drove a positive work environment that challenged employees and promoted professional growth and development
- Analyze data results to prepare for leadership and operations report out, collaborated with QA Department and Business Analyst to increase effectiveness and efficiency in the CRC department, encourage all employees to define new opportunities and continuously improve the organization
- Customized new curriculum for CRC department (Huddle Boards, Process walks, Coaching and development for contractors to be used as a feeder pool for permanent positions with the Safeco organization.)
Senior CSR
Safeco Insurance
10.2011 - 08.2013
- Develop efficient workforce and motivated employees to achieve maximum potential to help with retention and business growth
- Provided development and directional support to leadership for Customer Operations
- Assisted in LMS to develop standardized processes to communicate transparency within our work group (SOPs, Job Aids, Visual Management and Physical Space)
- Reviewed testing models and current state job aids with different levels of leadership to apply the LMS methods to the current process at Safeco.
- Conducted regular performance evaluations for CSR team members, identifying areas of improvement and recommending targeted coaching plans.
Education
BA, Business Administration -
Southern New Hampshire University
Manchester, NH08.2026
Skills
- Excellent leadership skills
- Team Work
- Problem Solving
- Insurance Product Knowledge
- Coaching/Employee development
- Collaboration
- Knowledge of learning and development best practices
- Motive and inspire
- Strong interpersonal and Team Building Skills
- E-Learning Platforms
- Training Program Development
- Training Program Design
Certification
- Licensed in Property and Casualty
- Licensed Adjuster
Timeline
Training Specialist II
Safeco Insurance
01.2018 - 08.2023
Interim Training Specialist I
Safeco Insurance
01.2016 - 01.2018
CRC Interim Manager (Customer Routing Center)
Safeco Insurance
03.2013 - 01.2016
Senior CSR
Safeco Insurance
10.2011 - 08.2013
BA, Business Administration -
Southern New Hampshire University
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