Hi, I’m
Nicole Acosta
San Antonio,TX
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Current experience with L&D and management. Experience in the virtual learning environment and flexible with changing of schedule for travel needs.
Overview
10
years of professional experience
Work History
USAASan Antonio, TX
Facilitator II
04.2021 - Current
Job overview
- Conducts new hire and incumbent training through a virtual and in person environment by facilitating learning discussions and activities for up to 30 IPs
- Prepares discussions to adhere to the insurance training platform which includes specific state and contractual requirements
- Manages and monitors small group discussion, including role play to provide development of learning objective
- Delivers effective instructional delivery based on constructive feedback
- Collaborates with management on curriculum and learning objectives for onboarding training program
- Provides support to other facilitators to ensure delivery of training goals and needs are met
- Develops new hires and incumbents to reach and achieve their highest potential so that every employee will succeed in their new upcoming role
- Identifies and addresses all performance and behavioral problems
- Manages, identifies, and monitors risk by auditing calls
- Ensures risks are identified and coaches from a technical, compliance, and SERVE perspective
- Identifies maintenance, receives feedback, and provides recommendations to revise courses, as appropriate
- Identifies and prioritizes work in partnership with Design and other key stakeholders
- Partners with process owners.
PNC Insurance
Insurance Professional- Sales and Service I (Senior specialist)
11.2018 - 04.2021
Job overview
- Facilitates in person and virtual team meetings
- Prepares metric reporting to inform the team
- Prepares equipment to include slideshow, audio, screen share, break out rooms, white boards, etc
- Encourages teammates to utilize the SERVE initiative
- Provides training to colleagues with weekly house calls
- Collaborates with claims department to provide examples
- Facilitates dialogue to create engagement among the team and supported teammates to think outside the box
- Increases overall team metric, NRAC (products issued), by 5%
- Collaborates with other facilitators to gain ideas to add to my presentation
- Point of contact to coordinate and schedule meetings with other facilitators
- Coaches and develops a team of 10+ associates and fellow peers
- Provides feedback on incoming calls
- Supplies peers with resources to reference
- Provides guidance on handling difficult conversations (NPC, declined to issue/add, nonrenewal, CAD codes, escalations)
- Develops peers’ critical thinking skills
- Coaches and enhances peer conversations by discussing strengths and opportunities on each call
- Utilizes business goals and implemented technical and compliance regulations
- Mentors through y-cording and provides floor support.
PNC Insurance
Insurance Professional- Sales and Service II (Specialist)
02.2018 - 11.2018
Job overview
- Offers feedback and recommendations to improve current curriculum and resources
- Completed surveys after trainings were completed
- Submitted feedback to underwriters and managers to clarify certain processes.
PNC Insurance
Insurance Professional- Sales and Service III (Associate)
05.2017 - 02.2018
Job overview
- Facilitated state specific requirements
- Provided peers with resources to be able to locate and handle state specific transactions
- Gave examples and what tools to use when handling calls for members in those specific states
- Healthy points
- Created power point to inform new teammates of different activities available
- Advised of incentives for completing healthy points.
IBEX GlobalSan Antonio, TX
Technical Support Agent
12.2014 - 04.2017
Job overview
- Acquired knowledge of customers’ systems to perform proper troubleshooting steps
- Effectively researched possible issues to resolve customer’s technical problem
- Accurately processed and recorded all phone calls using AVAYA
- Empathized with customers and patiently listened to customers concerns.
Education
St. Mary’s UniversitySan Antonio, TX
Master of Arts from Educational Leadership
05.2021
University Overview
- Awarded Distinguished Graduate
The University of Texas At AustinAustin, TX
Bachelor of Arts from Mathematics
05.2018
University Overview
- Extracurricular Activities: Longhorn Band
- Sigma Lambda Gamma Member
Skills
- Relationship Building
- Marketing & Sales
- Direct Team Lead
- Negotiation
- Coaching & Mentoring
- Active Listening
- Time Management
- Risk Management
- Collaborator
- Critical Thinking
- Facilitation Techniques
- Efficient in Microsoft Office
Accomplishments
- Made for Excellence recipient 2023
- Made for Excellence nominee 2024
- Chosen for Live Work Strategy team
- PULSE Champion
- Facilitated Liability House Call to over 10 teams via Skype and in person to improve liability awareness
- Ambassador Award recipient
- Employee of the Month nominee
- LABS idea sent to Business Expert
Training
- NMA
- International
- Deployment
- MRT
- Umbrella
- MA auto
- FL home
- NC home
- Helpline
- Agile Mindset
- Personal Brand Academy
- SAFe Overview
- Agile Story Writing
- Facilitation Skills
- Licensed in all 50 states
Timeline
Facilitator II
USAA
04.2021 - Current
Insurance Professional- Sales and Service I (Senior specialist)
PNC Insurance
11.2018 - 04.2021
Insurance Professional- Sales and Service II (Specialist)
PNC Insurance
02.2018 - 11.2018
Insurance Professional- Sales and Service III (Associate)
PNC Insurance
05.2017 - 02.2018
Technical Support Agent
IBEX Global
12.2014 - 04.2017
St. Mary’s University
Master of Arts from Educational Leadership
The University of Texas At Austin
Bachelor of Arts from Mathematics