Randi Handy
Napa,CA
Summary
Hardworking Training Coordinator well-versed in handling all support functions and managing communication between trainers and participants. Skilled in identifying knowledgeable trainers with subject matter expertise. Offering 18 years of coordination experience.
Overview
36
36
years of professional experience
Work History
Training Coordinator
Managed Health Network
01.2006 - 08.2023
- Regularly coordinated and scheduled approximately 20 - 30 client workshops as requested from Commercial, EAP book of business.
- Search trainer network and select most appropriate according to topic expertise and demographics.
- Supply client and trainer with all training materials (PPT, handouts, evaluations, leaders guide, web links).
- Process trainer invoices for payment.
- Order office supplies for department.
- Other duties as assigned.
Intake Specialist
Managed Health Network
07.2004 - 12.2005
- Managed over 50 incoming calls daily from members and clinical providers regarding mental health benefits and eligibility.
- Made appropriate referrals to mental health clinicians and entered information into system.
- Enhanced office productivity by handling high volume of callers per day.
- Provided compassionate support to members during intake process, offering reassurance and understanding in times of crises, trauma and distress.
- Resolve variety of customer service issues re: quality assurance, provider relations, billing and claims.
- Demonstrate skills to handle members and providers in difficult situations to yield positive results.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process
Telemarketer
InfoCision
08.2003 - 07.2004
- Managed high volume of calls daily while maintaining professionalism and efficiency.
- Delivered scripted sales talks to customers reached via automatic dialing systems.
- Consistently achieved "Top Performance" status on monthly basis securing high dollar donations for following organizations: March of Dimes, NRA, Political Government Entities, St. Jude's Hospital.
Intake Specialist
Managed Health Network
02.2003 - 06.2003
- Enhanced office productivity by handling high volume of callers per day.
- Made appropriate referrals to mental health clinicians and entered information into system.
- Provided compassionate support to members during intake process, offering reassurance and understanding in times of crises, trauma and distress.
- Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within Intake Specialist role.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into required systems.
Receptionist/Intake CSR
Managed Health Network
09.2002 - 02.2003
- Cross-trained and provided backup support for main receptionist for breaks and lunch.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained well-organized reception area with updated materials, contributing to welcoming environment for visitors.
- Helped maintain office security by monitoring visitor access and issuing badges as needed.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Routed incoming mail and messages to relevant personnel without delay.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Answer incoming calls from members and clinical providers re: mental health benefits and eligibility.
- Manage member demographics, preliminary clinical information and benefit data on computer system..
- Demonstrate skills to handle members and providers in difficult situations to yield positive results.
Insurance Underwriter
Compass Insurance
11.1999 - 05.2002
- Maintained compliance with industry regulations and company guidelines during all underwriting activities.
- Review customer insurance applications and supporting documents with meticulous attention to detail to ensure accuracy and completeness.
- Review changes to customer policies for accuracy.
- Review policies and endorsements to identify errors, omissions or discrepancies to ensure agreement with application, quote, proposal, and/or binder for accuracy.
- Rate new business accounts and renewal accounts as assigned.
- Issues policies and endorsements; binds coverage and coordinates binders/evidence of coverage.
- Coordinates preparation of policy delivery with all related documents to customer in timely manner.
- Provide prompt and courteous service.
Customer Service Representative
Ramallah, Inc. Wholesale
08.1994 - 11.1999
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled customer inquiries and suggestions courteously and professionally.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Created and consistently updated on a weekly basis fifteen product binders for the sales representatives so they would have up to date information and promotional items to present during sales calls.
Switchboard Operator/Receptionist
Dickenson, Peatman & Fogarty Law Firm
04.1987 - 07.1994
- Contributed to professional atmosphere by courteously greeting callers and providing helpful assistance.
- Provided reliable support to front desk staff, facilitating seamless coordination of daily operations.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller's needs.
- Supported company initiatives by participating in cross-training opportunities, expanding skill set beyond switchboard operation duties.
- Answered and directed over 50 calls per day on one ring and engaged customers with friendly, professional demeanor.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Received incoming calls and paged individuals and departments over PA system as needed.
- Maintained well-organized reception area with updated materials, contributing to welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, filing, and faxing documents.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Routed incoming mail and messages to relevant personnel without delay.
- Kept reception area clean and neat to give visitors positive first impression.
Education
Vintage High School
Napa, CA06.1982
Skills
- Materials Organization
- Schedule Coordination
- Multitasking Abilities
- Attention to Detail
- Multiline Phone
- Data Entry
References
References available upon request.
Timeline
Training Coordinator
Managed Health Network
01.2006 - 08.2023
Intake Specialist
Managed Health Network
07.2004 - 12.2005
Telemarketer
InfoCision
08.2003 - 07.2004
Intake Specialist
Managed Health Network
02.2003 - 06.2003
Receptionist/Intake CSR
Managed Health Network
09.2002 - 02.2003
Insurance Underwriter
Compass Insurance
11.1999 - 05.2002
Customer Service Representative
Ramallah, Inc. Wholesale
08.1994 - 11.1999
Switchboard Operator/Receptionist
Dickenson, Peatman & Fogarty Law Firm
04.1987 - 07.1994
Vintage High School
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