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
USAA
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 Global
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
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