- Electronics and Circuit Building
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Reading
- Looking at the stars and learning about constellations
- Volunteering at elderly care facilities
Roy Hodnett
Whitethorn,California
Summary
Technically proficient training and development specialist with expertise in website troubleshooting, customer technical support, and team coaching. Skilled in delivering comprehensive training programs, real-time coaching, and SOP documentation to enhance agent performance. Adept at resolving complex technical issues and ensuring accuracy in learning materials. Passionate about fostering a collaborative and knowledgeable workforce to drive company growth and efficiency.
Overview
7
7
years of professional experience
Work History
Training & Development Team Instructor
UnitedHealthcare
08.2023 - Current
- - Deliver appropriate coaching & support for the HCWHYS program.
- - Facilitate training classes to assist agents with future growth.
- - Submit consistent updates to PACT for various SOPs to confirm learning content is accurate and up to date.
- - Provide training support to agents (e.g., parking lot items, additional copies of training materials, etc.).
- - Provide real-time on-the-job training to assist agents with live scenarios in production environments.
Web Portal SRS
UnitedHealthcare
03.2022 - 08.2023
- - Assisted Web Portal agents with locating SOPs in Knowledge Central.
- - Advised supervisors of agent coaching when necessary.
- - Worked escalated, multi-team issues via email and took escalated calls when needed.
Sr. Customer Service Representative - Web Portal
UnitedHealthcare
10.2021 - 03.2022
- - Assisted Brokers/Employers with login, navigation, quoting, renewal, and technical issues on UHCeS, UeS, and EES, as well as the Allsavers website.
Sr. Sales Representative - Verizon
Verizon
09.2018 - 10.2021
- - Developed & Implemented Sales Strategies for store growth
- - Trained & Mentored Junior Team Members
- - Kept Training & Sales processes up to date with changing industry standards
- - Tracked Individual and Store Sales goals and provided guidance for improvements
Education
General Studies -
Hampton Christian High School
06.2005
Skills
- Client Relations
- Customer Service
- Customer Support
- Conflict Management
- Account Management
- Excellent Communication Skills
- Team Management
- Training & Development
- SOP Documentation & Updates
- Real-Time Coaching & Support
- Strong communication skills
- Public speaking
- Class instruction
- Lesson planning
Accomplishments
- Documented and resolved uhceservices SOP conflict by working with the uhceservices Operations team & DCSM which led to our uhceservices One Source being finalized and created
- Working with the PACT team to design a new email related process for Web Portal inquiries
- Multiple time Simply Great Service Award winner
Interests
Timeline
Training & Development Team Instructor
UnitedHealthcare
08.2023 - Current
Web Portal SRS
UnitedHealthcare
03.2022 - 08.2023
Sr. Customer Service Representative - Web Portal
UnitedHealthcare
10.2021 - 03.2022
Sr. Sales Representative - Verizon
Verizon
09.2018 - 10.2021
General Studies -
Hampton Christian High School
Awards
Simply Great Service (December 2021), Calmer of Storms (January 2022), Service Hero Nomination (2023 & 2024)
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