Paula Scheider

Wrote age-appropriate curriculum for 1st and 2nd grade. Facilitated Theatre class for students 1st-5th grade. Provided one on one tutoring on homework and projects. Worked with staff, parents, teachers and the community to create 2 events during the 2022-23 school year.

• Provided onboarding orientation for all employees, New Hire training, Targeted Training (continuing education for tenured employees) as well as software training.
• Exceeded all required metrics without fail regarding individual training, performance and graduation rates.
• Utilized web-based platforms for training (Zoom, Microsoft Teams, GoToMeeting and Adobe Connect).
• Created curricula, instructions, documents and written tests for various types of training courses using Microsoft Office Suite products.
• Served on the D&I Council for our IDEA program as well as proposing and managing the Pronoun Project, inviting Ciox employees to include their preferred pronouns in email signatures and work profiles.
• Provided constant training to staff on newly developed training programs or software (Train the Trainer courses).
• Created and implemented new training initiatives such as online modules, interactive software, and online programs, assuring continuous training to employees to promote long-term excellence.
• Designed supplementary materials such as practice exams and exercises, videos and interactive videos and converted all existing material from print to digital.

• Performed ROI (Release of Information) for largest Health Information Management company in the United States.
• Logged and fulfilled requests for medical records, fulfilling 45 or more requests per day.
• Responded proactively and positively to rapid change when asked to transfer to underperforming facilities.
• Trained all ROI processes and systems to my replacement before moving into the ROI Trainer role.
• Investigated and resolved customer inquiries and complaints quickly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of HIPPA, HITECH and Oklahoma law and creating welcoming, positive experiences.

• Resolved customer complaints and addressed emergency requests and needs.
• Helped large volume of internal and external customers (40-60 calls per day) achieve satisfaction in escalated situations.
• Adhered to International, Federal and state laws as well as company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Created and fostered relationships with travel agencies to ensure customer loyalty.
• Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
• Applied strong communication and negotiation skills regarding flight delays/cancellations, weather or other travel-related issues.
• Trained temporary CSRs on software and procedures in the last month of contract between Trase Miller and American Airlines

• Designed courses for new hire, outsourced employees and tenured agents in customer service, systems & consultative sales skills.
• Developed New Hire Coach (NHC) training and certification, resulting in multiple NHCs becoming trainers, supervisors and department managers.
• Utilized Microsoft Office Suite as well as Adobe Creative in course design.
• Received recognition for designing and implementing immediate Budget Truck Reservations training in natural disaster situations.
• Proposed and authored training program for Budget Truck Outbound Team, who contacted potential customers with cancelled reservations, increasing profitability and creating new relationships.
• Developed daily assessments as well as comprehensive assessments focusing on system skills, problem solving & critical thinking.
• Created E-learning modules for offshore partners in 6 countries outside the US.
• Designed and maintained Intranet Help Document for Avis and Budget, including interactive pages for training purposes.
• Facilitated in one-on-one, classroom, large group and webinar environments.
• Targeted diverse learning modalities in development of new course content and training programs.

• Trained new hires on 14 state laws, over 40 DOS-based systems & consultative sales in an 18-week classroom-based course.
• Developed & delivered customer conflict resolution/negotiation training for land line, cellular, internet, Direct TV & DSL.
• Authored and edited training material for IBTs (Internet Based Training modules).
• Developed & delivered job aids & comprehensive quizzes.
• Met & exceeded sales objectives for training classes.
• Worked with bargained-for employees.
• Coordinated seminars for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.