Renita C. Ralph
Summary
Experienced Training Specialist with a 20-year record of success in Customer Service Training programs. Focused on maximizing employee performance, team productivity, and quality assurance with effective training programs. Accustomed to collaborating with managers and focusing on unique requirements and skill sets.
Overview
23
23
years of professional experience
Work History
Unified Case Management (UCM) Training Specialist
TISTA Science and Technology Corporation
08.2021 - Current
- Collaborate with cross-functional teams, including business partners, developers, and upper management, to develop comprehensive training materials aligned with contractual goals and mission objectives.
- Develop and implement a comprehensive training program that includes training manuals, computer tutorials, reference materials, and other learning resources for a team of 100 employees.
- Implement regular updates to training materials based on feedback from participants, resulting in an 80% improvement in satisfaction ratings.
- Develop and deliver comprehensive training programs for 500+ employees, resulting in a 20% increase in overall productivity.
- Develop and deliver interactive training sessions to enhance employee skills, resulting in an increase in productivity metrics.
- Collaborate with management to identify training gaps and implement customized training programs.
- Coordinate administrative functions necessary to deliver and document training programs.
- Conduct comprehensive assessments of training and development needs for organizations, departments, and individuals, resulting in the identification of key skill gaps and training opportunities.
Training Supervisor
MAXIMUS
04.2020 - 08.2021
- Collaborated with department heads to assess training needs and develop customized training plans, resulting in a 10% increase in employee satisfaction with training initiatives.
- Implemented a performance tracking system within the Learning Management System, allowing supervisors to identify skill gaps and provide targeted coaching, leading to a 10% improvement in employee performance metrics.
- Managed a team of 10 trainers and training personnel, providing coaching and feedback that led to a 20% improvement in customer satisfaction scores.
- Overseen the development of training schedules with training staff based on the evaluation of the needs of staff, new hires, and subcontractor personnel and in coordination with management.
- Managed training schedules and resources efficiently in multiple locations, resulting in a 10% reduction in training costs while maintaining high-quality training delivery.
- Streamlined and automated the onboarding process for new hires, reducing onboarding set-up time by 25%.
- Utilized adult learning methodologies and practices to design and deliver comprehensive training programs for new hires, resulting in a 30% increase in employee retention.
- Implemented comprehensive virtual training programs, resulting in a below-average attrition rate of 17%, below the company's average.
- Conducted comprehensive analysis of training programs, identifying key areas for improvement and recommended solutions to upper management resulting in a 10% increase in employee retention.
- Updated employees with the latest policies, procedures, and compliance standards.
- Monitored and analyzed training reports within the Learning Management System (LMS) to ensure a 100% completion rate for initial and annual training requirements.
- Developed detailed training reports for management review, including data on training completion rates, feedback scores, and performance improvements, providing valuable insights for decision-making.
Training Specialist
MAXIMUS
04.2017 - 04.2020
- Analyzed training data to identify skill gaps and developed targeted training programs, resulting in a 25% improvement in employee performance metrics.
- Served as a subject matter expert on learning initiatives, providing guidance to HR, Talent Strategist, and LOB leaders on best practices for implementing effective training programs, leading to a 10% improvement in employee performance metrics.
- Managed and coordinated multiple learning projects simultaneously, ensuring timely completion and delivery of training materials to over 500 employees.
- Implemented a quality assurance process for all training deliverables, ensuring compliance with organizational standards and enhancing the overall quality of training materials. This resulted in a 10% reduction in errors or inconsistencies within the training content.
- Utilized interactive learning techniques, such as role-playing and simulations, to enhance the training experience, leading to a 25% decrease in onboarding time for new hires.
- Maintained accurate and up-to-date records of students' attendance, leaves, scores, and overall performance in a database, resulting in improved tracking and monitoring of student progress.
- Managed the documentation process for all training sessions, ensuring accurate record-keeping and compliance with regulatory requirements. Achieved a 95% accuracy rate in maintaining training records.
- Trained and guided up to 60 newly hired personnel per session, equipping them with the necessary skills and knowledge to excel in their respective roles.
- Created engaging and interactive lesson plans, instructional materials, and written practice tests for training courses.
Training Specialist
Portfolio Recovery Associates
12.2016 - 04.2017
- Trained and mentored 10 new collection representatives on the Fair Debt Collection Practices Act (FDCPA), collection software, and collection techniques, resulting in a 30% decrease in compliance issues.
- Identified and analyzed key productivity gaps within the organization, resulting in a comprehensive report that outlined potential improvements.
- Conducted weekly coaching and mentoring sessions, resulting in a 10% improvement in overall customer service skills.
- Documented training participation and evaluated learning outcomes for each participant, resulting in a 90% completion rate and improvement in employee performance.
- Conducted skill assessments through one-on-one training sessions, identifying areas of strength and weakness for each individual participant.
Human Resources Development Training Specialist II
Sprint Communications
01.2001 - 02.2016
- · Developed and implemented a comprehensive training program for all operational employees, including new hire orientation, ongoing educational programs, process change training, leadership development, and peer mentoring.
- Conducted engaging and interactive training sessions for audiences of 21 or more employees, resulting in an 85% increase in employee knowledge retention.
- Conducted side-by-side evaluations and remote quality monitoring of customer service representatives, identifying areas for improvement and increasing overall service quality by 15%.
- Recommended changes to training program materials based on evaluation results, resulting in a 10% increase in participant satisfaction scores.
- Maintained comprehensive personnel records and statistical data, ensuring accuracy and compliance with all relevant regulations.
- Established clear expectations and guidelines for employee behavior through the development of an updated company policies and procedures manual, reducing disciplinary issues by 30%.
Education
Some College (No Degree) - Human Resources Management
University of Maryland Global Campus
Upper Marlboro, MDSkills
- Courseware Development
- Team-Building Activities
- Adult Learning Theories
- Classroom Expertise
- Coaching and Development
- Training Manuals and Materials
- Employee Performance Reviews
- Instructional Techniques
Affiliations
Langevin Technical Trainer Workshop Langevin Instructional Design for New DesignersLangevin Learning Services Professional Certification for Instructors/Facilitators
Timeline
Unified Case Management (UCM) Training Specialist
TISTA Science and Technology Corporation
08.2021 - Current
Training Supervisor
MAXIMUS
04.2020 - 08.2021
Training Specialist
MAXIMUS
04.2017 - 04.2020
Training Specialist
Portfolio Recovery Associates
12.2016 - 04.2017
Human Resources Development Training Specialist II
Sprint Communications
01.2001 - 02.2016
Some College (No Degree) - Human Resources Management
University of Maryland Global Campus
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