Summary
Overview
Work History
Education
Skills
Certification
References
Volunteer Experience
Timeline
Accomplishments
Work Availability
Work Preference
Quote
Software
Languages
Motorcyle Camping/Travel
Interests
BusinessAnalyst
Peggy S. Hockensmith

Peggy S. Hockensmith

Gettysburg,PA

Summary

Compassionate and dedicated leader with over 15 years of experience collaborating with business partners and customers. Highly motivated to contribute to team success through attention to detail and exceptional organizational skills. Strong background in training and development, prepared to drive impactful learning initiatives. Expertise in implementing effective training programs, fostering team collaboration, and adapting to changing needs. Excellent communication, leadership, and problem-solving skills make me a reliable and adaptable asset to any organization.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Operational Training Manager

UnitedHealthcare
12.2008 - Current
  • Oversee facilitation of classroom and virtual delivery within multiple skill sets and varied audiences
  • Analyze, address, and communicate performance metrics during and post-class at individual, class, and national levels, using data to drive improvement
  • Set team direction, resolve problems, promote engagement, and provide guidance to team members
  • Evaluate learner readiness and tailor training solutions to business needs in collaboration with business colleagues and business partners
  • Select and communicate appropriate training methodologies to drive adoption
  • Influence and provide input to forecasting and planning activities
  • Stay current on policy and procedure changes, ensuring training staff adherence
  • Implement change and work as a team player to achieve goals
  • Built strategic partnerships to improve learner experience and identified training solutions
  • Other Roles at UnitedHealthcare: Customer Care Professional, OJT Coach for New Hire Classes, Senior Operational Trainer, Training Supervisor
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Ability to learn quickly and adapt to new situations.

Customer Service/Telesales Representative

The Boyd’s Collection, Ltd.
01.2007 - 01.2008
  • Managed 187 accounts in Wisconsin and Wyoming
  • Provided support to retailers and sales agencies in Ontario, Canada
  • Assisted retailers with ordering merchandise via telephone or email
  • Met monthly sales goals and handled data entry of retailer orders
  • Researched prospective retail dealerships in Wisconsin/Wyoming

Customer Service/Bookkeeper

The Horse Tack Company
04.2006 - 10.2007
  • Maintained and processed invoices, deposits, and money logs.
  • Managed accounts payable activities, maintaining vendor relationships and positive cash flow.
  • Monitored incoming payments from clients, ensuring prompt application of funds against outstanding invoices.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Received incoming shipments, compared contents against associated records and transmitted to proper department.
  • Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.

Assistant Retail Supervisor

Casual Corner Annex
Gettysburg, PA
04.2004 - 04.2006
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
  • Maintained visual standards by executing merchandise displays according to company guidelines and seasonal trends.
  • Collaborated with store management to develop and implement promotional campaigns that drove foot traffic and revenue growth.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.

Store Manager

Things Remembered
Harrisburg, PA
10.2001 - 10.2003
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Maintained proper product levels and inventory controls for merchandise and organized kiosk to facilitate effective ordering and stock rotation.
  • Rotated merchandise and displays to feature new products and promotions.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.

Education

Non-Credit courses - Medical Terminology, Anatomy and Physiology, ICD-9 and CPT coding

Harrisburg Community College
Gettysburg, PA
01.2008

Associate in Specialized Business Degree -

York Technical Institute
York, PA
01.1997

Skills

  • New hire on-boarding
  • New Employee Training
  • Program Optimization
  • Adaptive Learning
  • Relationship Building
  • Virtual Training
  • Team direction
  • Adult Learning Theories
  • Change Management
  • Coaching and Mentoring

Certification

  • Behavioral Analytics, Mattersight
  • Cisco – WebEx

References

Available upon request.

Volunteer Experience

County Captain, PA Breast Cancer Coalition, 07/01/2024 to Present

  • To represent the PBCC at events in their County including PBCC photo exhibit openings, Grassroots Partners events, and other community events.
  • To connect women recently diagnosed with breast cancer in their community with the PBCC so that we can send them a Friends Like Me Care Package.
  • To attend the PBCC Conference each October to network with other County Captains.

Timeline

Operational Training Manager

UnitedHealthcare
12.2008 - Current

Customer Service/Telesales Representative

The Boyd’s Collection, Ltd.
01.2007 - 01.2008

Customer Service/Bookkeeper

The Horse Tack Company
04.2006 - 10.2007

Assistant Retail Supervisor

Casual Corner Annex
04.2004 - 04.2006

Store Manager

Things Remembered
10.2001 - 10.2003

Associate in Specialized Business Degree -

York Technical Institute

Non-Credit courses - Medical Terminology, Anatomy and Physiology, ICD-9 and CPT coding

Harrisburg Community College

Accomplishments

  • Supervised team of nine staff members.
  • Utilized AI to identify trends to implement improvement for learner experience and satisfaction.
  • Collaborated with team of six to drive improvement with employee engagement results, NPS, and QVC.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceCompany CultureFlexible work hoursPersonal development programsWork from home optionPaid time off401k match4-day work weekCareer advancementHealthcare benefitsPaid sick leaveTeam Building / Company RetreatsStock Options / Equity / Profit Sharing

Quote

Never let yesterday use up too much of today.
Will Rogers

Software

Microsoft Word

Microsoft Excel

Outlook

Microsoft PowerPoint

Microsoft CoPilot

Microsoft Teams

Languages

English
Native or Bilingual
French
Elementary

Motorcyle Camping/Travel

Motorcycle camping allows you to explore remote areas and enjoy the freedom of the open road. It combines the thrill of motorcycling with the tranquility of camping.   Since motorcycles have limited storage space, you need to pack efficiently. This often means bringing only essential items and opting for lightweight, compact gear.  

Interests

Camping

Motorcycle Travel

Indoor Plants

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Peggy S. Hockensmith