Pamela Johnson

Work History

Senior Learning and Development Specialist

OptumHealth

05.2022 - Current

Developed and facilitated learning programs to ensure the professional development of employees.
Conducted assessments, surveys and interviews to identify training needs and develop appropriate courses.
Created lesson plans, course materials, job aids, presentations, videos and other resources for learning activities.
Designed online learning modules using authoring tools such as Articulate Storyline 360.
Organized virtual workshops and webinars to enhance staff knowledge on specific topics.
Managed the Learning Management System including user profiles, course catalogs and reporting functions.
Provided technical support for users of the LMS system.
Collaborated with subject matter experts to create content for e-learning courses.

Supervisor of Member Engagement

LIBERTY Dental Plan

06.2019 - 05.2022

Directed and supervised team of 15 employees in daily operations.
Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Tracked progress on projects and provided timely feedback to staff members.
Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
Monitored employee productivity levels on a regular basis to identify areas of improvement.
Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
Implemented cost-cutting measures without compromising quality of services offered.
Reviewed reports from subordinate staff members before submitting them to senior management.
Collaborated with other departments to coordinate workflow processes between teams.
Participated in conferences related to industry trends or organizational developments.
Monitored employee productivity to provide constructive feedback and coaching.
Complied with company policies, objectives and communication goals.
Established and enforced clear goals to keep employees working collaboratively.

Senior Educational Specialist

EXL Service

Tampa, FL

05.2018 - 06.2019

Developed and implemented specialized procedures for customer service operations.
Generated reports to track performance metrics of team members.
Researched and analyzed customer feedback to identify areas of improvement.
Created training materials for new hires on the company's procedures and policies.
Assisted in developing strategies to increase customer satisfaction levels.
Analyzed data from customer surveys to identify trends in customer behavior.
Collaborated with marketing teams to develop promotional campaigns.
Coordinated and managed various programs or projects to achieve established objectives.
Identified opportunities to enhance specialization resulting in increased efficiency.
Facilitated productive clinical and technical customer relationships through intentional external communications.
Maintained positive working relationship with fellow staff and management.
Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Worked closely with human resources to support employee management and organizational planning.

CSC Supervisor PAC Coordinators

Care Centrix

Tampa, Florida

07.2014 - 05.2018

Directed and supervised team of 15 employees in daily operations.
Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Tracked progress on projects and provided timely feedback to staff members.
Resolved customer complaints in a timely manner while ensuring customer satisfaction.
Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
Monitored employee productivity levels on a regular basis to identify areas of improvement.
Evaluated employee performance through periodic reviews and documented results accordingly.
Reviewed reports from subordinate staff members before submitting them to senior management.
Collaborated with other departments to coordinate workflow processes between teams.
Participated in conferences related to industry trends or organizational developments.
Monitored employee productivity to provide constructive feedback and coaching.
Complied with company policies, objectives and communication goals.
Coordinated employee schedules according to shift changes and availability.
Established and enforced clear goals to keep employees working collaboratively.
Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
Responded to employee concerns or complaints by coordinating with human resources team to solve issues.

New Customer Enrollment Manager

CCS Medical

Clearwater, Florida

08.2005 - 07.2014

Conducted interviews and hiring for new agents.
Developed and implemented strategies to increase employee retention rates.
Managed the recruitment of potential agents through marketing campaigns.
Coordinated with supervisors regarding agents performance and production.
Provided guidance to agent on requirements, policies, procedures, and deadlines.
Prepared reports on program performance metrics, and agents feedback data.

Summary

Overview

Work History

Senior Learning and Development Specialist

Supervisor of Member Engagement

Senior Educational Specialist

CSC Supervisor PAC Coordinators

New Customer Enrollment Manager

Education

High School Diploma -

Some College (No Degree) - Communications

Skills

Timeline

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