Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Paige Newlin

Cape Charles,VA

Summary

Talented Training and Development professional versed in developing and implementing evolving training programs to improve performance. Success driving participation by leveraging employee incentives, employing engaging training methods, and implementing team leadership to meet customer needs. Considered valuable asset to any team.

Overview

9
9
years of professional experience

Work History

Technical Trainer

Microsoft + Nuance
Remote
08.2023 - Current
  • Closely working with three Operation Managers assigned to escalated quality issue clinics to resolve customer dissatisfaction
  • Performing deep dive into escalation clinics' documentations to evaluate problematic errors made by QDS
  • Creating educational content for distribution to struggling QDS and holding Train-The-Trainer sessions for BPO trainers regarding the errors occurring within the escalation clinics' documentations
  • Providing training recommendations to Operation Managers and BPO training team to extend further understanding throughout all QDS assigned to the escalation clinics to regain customer satisfaction/avoiding TFC successfully
  • Creating a 'General Instructions Breakdown' guide to be distributed to all BPO vendors and their QDS to provide a greater understanding of the common terms found throughout DAX customers' clinician Instructions, resulting in fewer formatting errors in documentations
  • Engaging project with Synergy team to provide Trainer experience into transitioning clinician Instructions to be clear and understanding to all QDS
  • Designing several forms of training content regarding new DAX Studio updates/AI drafts and leading several training presentations for all BPO and Microsoft Operations employees.

DAX Trainer

Microsoft + Nuance
Remote
08.2021 - 08.2023
  • Perform quality auditing services to new Quality Documentation Specialists (QDS) prior to graduating training and entering Operations as an independent QDS
  • Multi-tasking with training 10 to 30 QDS trainees simultaneously
  • Hosting 1:1 meetings with trainees to further explain documentation errors and encourage documentation growth
  • Creation of content for training services including proficiency in PowerPoint, Excel, Microsoft Word, SharePoint, Microsoft Forms, and Kahoot! quizzes to test trainee knowledge
  • Hosting training refresher presentations to improve QDS knowledge and understanding of documentation skills and expectations of customer and company quality standards
  • Collection of data from training presentations in SmartSheet
  • Management of scheduling hundreds of Quality Documentation Specialists via Microsoft Bookings for the necessary refresher session topic within an accommodation to scheduled shifts in Operations
  • Responsible for creating Microsoft Bookings services, assignment of service staffing, intake and confirmation of customer name, email, and personal information to ensure accurate delivery of appointment invitation
  • Management of responding to emails, SmartSheet submissions, Teams messages, and Microsoft Forms regarding requests for scheduling and rescheduling submissions for QDS training refresher sessions
  • Assignment of presenting teams of fellow trainer peers for training refresher sessions while accommodating trainer and QDS scheduling conflicts
  • Gathering data from training team submission following training refresher sessions
  • Counseling fellow team members on the importance of data accuracy, content explanations, and file locations
  • Engaging with fellow team members when company expectations are not met, providing further instruction and guidance on reaching this compliance
  • Exposure and ability to professionally provide solutions to incidents that require quick response to immediate requests to ensure benefit to both the customer and company.

Quality Documentation Specialist

Microsoft + Nuance
Remote
10.2019 - 08.2021
  • Responsible for creating accurate, high quality, medical, legal documents with medical translations, proper grammar, and punctuation per recorded ambient medical visits between patients and providers
  • Multi-tasking in a fast-paced environment
  • Adapting efficiently and effectively to provider requests
  • Performing quality audits for new employee documentation prior to electronic health record (EHR) submission
  • Proficiency in multiple electronic health record programs
  • Provide documentation services to multiple providers each day, requiring rapid adaptation and compliance with provider preferences resulting in customer satisfaction.

Manager/Personal Trainer

Demopolis Fitness Center
Demopolis, Alabama
06.2016 - 06.2019
  • Responsible for taking payments, signing up new members, and assisting members per request in the facility
  • Managing the monthly direct deposit finances for the gym
  • Training clients throughout the day with workouts designed for individual goals
  • Researching upgraded machinery for facility to present to owner to continuously improve the business
  • Answering phone calls for membership information, phone payments, and any other questions
  • Arranging all promotions held
  • Running all social medias for Demopolis Fitness Center, answering questions and promoting the business
  • Developing good people skills and interacting with each member that comes in.

Patient Technician

Davita Dialysis
Demopolis, Alabama
11.2015 - 06.2016
  • Multi-tasking in a fast-paced clinic
  • Participating in the dialysis treatment for up to ten patients every three to four-hour rotation
  • Completing medical charting throughout treatments
  • Assisting in the preparation of treatments alongside registered nurses
  • Developing professionalism, patience, and bed-side manner while caring for patient needs and concerns
  • Answering phone calls to confirm, cancel, and reschedule appointments.

Medical Assistant

Southernmost Foot and Ankle Specialists
Key West, Florida
11.2014 - 08.2015
  • Participating in the healing process of wound care, fractures, and sprains
  • Training in taking and developing x-rays
  • Completing medical histories of each patient
  • Assisting in minor in-office surgeries
  • Developing professional relationships with both co-workers and patients
  • Multi-tasking in a fast-paced office
  • Answering phone calls to schedule patients' appointments.

Education

Certified Project Manager -

IAP Career College
02-2024

Certified Personal Trainer -

National Academy of Sports Medicine
09.2016

Bachelor of Science in Kinesiology-Exercise Science -

Longwood University
05.2014

Skills

  • Excellent computer skills with proficiency in Microsoft Word, PowerPoint, Excel, Forms, Bookings, SharePoint, Outlook, Teams, and SmartSheets
  • Ability to work efficiently in a fast-paced environment
  • Very organized, motivated, and able to professionally communicate in high-stress situations
  • Successful team leader, organizing and delegating tasks to achieve deliverables, exceeding expectations

References

Available upon request

Timeline

Technical Trainer

Microsoft + Nuance
08.2023 - Current

DAX Trainer

Microsoft + Nuance
08.2021 - 08.2023

Quality Documentation Specialist

Microsoft + Nuance
10.2019 - 08.2021

Manager/Personal Trainer

Demopolis Fitness Center
06.2016 - 06.2019

Patient Technician

Davita Dialysis
11.2015 - 06.2016

Medical Assistant

Southernmost Foot and Ankle Specialists
11.2014 - 08.2015

Certified Project Manager -

IAP Career College

Certified Personal Trainer -

National Academy of Sports Medicine

Bachelor of Science in Kinesiology-Exercise Science -

Longwood University

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Paige Newlin