Ryan Brison
Rockaway,NJ
Summary
Experienced Training Consultant with 3+ years of expertise in crafting and implementing impactful training programs. Collaborative leader adept at working with cross-functional teams to identify training needs, develop tailored solutions, and drive performance enhancements. Proficient in Microsoft Office, DNA, and state-of-the-art training tools for efficient materials, reports, and databases.
Beyond training, I've nurtured a strong network of professionals, showcasing my ability to foster valuable relationships. Proficiency in software for diverse training needs underscores my strategic acumen.
Passionate about embracing fresh challenges in entertainment media. Ready to leverage 5-7 years of corporate instruction excellence to spearhead transformative training programs and lead organizational growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Training Specialist Consultant
Fiserv
08.2022 - Current
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Implemented cross-training to improve depth of skill sets within team.
- Recorded videos and wrote instructions to facilitate online and remote training programs.
- Train clients with a class of 15-25 members.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Compiled training handbook and related course materials.
- Selected, developed and delivered classroom and online training materials to meet program needs.
- Produced training manuals, presentations and resources for enhanced learning.
- Facilitated high-quality training program delivery to external stakeholders.
- Worked with central management to identify, plan, align, and address training needs.
Specialist, Trainer
ConnectiveRx
04.2022 - 08.2022
- Tasked to create,plan, and organize onboarding procedures and conduct refresher training for existing employees and leadership.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Created training programs and instructional materials to further educate personnel.
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Maintained records on attendance and participation.
Senior Claims Processor
ConnectiveRx
12.2018 - 03.2021
- ConnectiveRx works with biopharmaceutical manufacturers to commercialize and maximize benefits of branded and specialty medications through tech- enabled services to accelerate therapy and improve medication adherence/ access
- Lead special projects for trainings on quality assurance to develop efficient and compliant Inventory Quality Control methods for detailed accuracy of reported inventory management
- Develop Standard Operating Procedures to ensure agents remain in legal compliance processing 225 weekly claims
- Monitor production counts during daily assigned intervals to identify trends and provide solutions to upper management team creating a more cohesive teamwork environment
- Perform and document results of all quality control checks on all operational products and services, including but not limited to, benefit verification cases, patient assistance cases, software support calls/emails, data entry, drug safety and pharmacovigilance monitoring and reporting, etc
- Submit daily, weekly, monthly and quarterly reports to internal and external clients as requested
- Make recommendations for changes to Training, Work Instructions, Forms
- Policies, Product/Service Specifications, and workflows for program improvement
- Travel with Call Center Manager to Pittsburg, PA to assist with new staff hire trainings on operational guidance
- Report to Corporate
- Vice President any escalation resolutions and patient solutions delivering fast effective world-class customer service.
Customer Care Associate
12.2018 - 04.2019
- Assisted pharmacies, physicians, and patients during the coordination of benefits process authorization to process a claim within the pharmacy’s adjudication system
- Provided Pharmacy Concierge Service to assist with claim rejections and process any system errors to ensure overall customer success
- Triaged all incoming phone calls to efficiently deliver one call resolutions along with excellent customer service
- Worked with Director to create forms to gather pertinent information needed to secure successful adjudication
- Monitored daily claims to identify potential claims issue resolution before prescription abandonment
- Called insurance plans to follow-up on submitted prior authorizations when applicable
- Followed all applicable government regulations including HIPAA.
Senior Advocacy Coordinator
Capital One
01.2018 - 04.2018
- Capital One Financial Corporation is a Bank Holding Company specializing in credit cards, auto loans, banking, and savings accounts
- Worked with Small
- Business Customers to mitigate complaints working cross-departmentally to research and resolve customer complaints and/or systems breakdowns on the first call
- Ranked #1 Sr
- Advocate in 2018
- Performed cursory assessment of the nature of customer’s complaint and provide feedback
- Troubleshoot issues in order to implement a resolution to de-escalate calls
- Flagged potential regulatory compliance violations or potential risk events
- Page 4 of 7
- Maintained advanced knowledge of Small Business products and services to identify opportunities in servicing processes to offer and sell relationship- building solutions as part of a seamless integrated conversation
- Provided regular feedback from our Customers to Management Team to simplify future engagement experiences
- Partnered with Branch Associates and other bank departments to fulfill client requests.
Senior Loss Mitigation Specialist
Citi
05.2015 - 01.2017
- Area
- Citi, is the leading global bank that serves more than 200 million customer accounts doing business in more than 160 countries
- Completed all inquires internal and external to ensure compliance goals are met and recommend case resolutions for delinquent accounts according to company guidelines
- Rank Top 20 Associate that collected over $500k in claims in 2 months
- Sorted and distributed incoming inquiries of financial hardship related correspondence for member inquiries
- Researched account activity and work with branch personnel to validate suspicious activity and prevent losses
- Logged incidents and entered cases into the case management system
- Escalated fraud activity to appropriate branch personnel, business partners and senior management
- Assisted in coaching /training team members to provide knowledge and expertise on servicing policies and guidelines, provide account solutions, and overall team operations
- Supported the Center Manager to ensure the team/ office was performing at a high level
- Recommended solutions for delinquent accounts that are compliant within guidelines
- Assisted in coaching /training team members to provide knowledge and expertise on servicing policies and guidelines, provide account solutions, and overall management of the Team and operations
- Supported the Center Manager to ensure the entire team/office is performing at a high level and meeting individual and Center goals.
Senior Collector Student Loan
JPMorgan Chase & Co, JPMorgan Chase
01.2014 - 05.2015
- Co
- Is an American multinational investment bank and financial services holding company headquartered in New York City
- JPMorgan Chase is ranked by S&P Global as the largest bank in the United
- States and the sixth-largest bank in the world by total assets, with total assets of US$2.687 trillion
- Delivered payment solutions to student loan clients, while providing superior customer service
- Attended monthly call calibrations to ensure quality is being met or exceeding company standards
- Shared best-demonstrated practices with my peers
- Completed daily audit to create a secure environment to avoid any privacy violations
- Performed various administrative functions for assigned accounts including the recording of address changes and purging of deceased borrower.
Assistant Manager
Bank of America
03.2013 - 10.2013
- (BoA) is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services
- BoA serves approximately 56 million U.S
- Consumers, small businesses, wealth management, corporate and investment banking and trading
- Created an efficient and effective Customer Service Solutions Process for all team members
- Coached team members on professional conduct to create a customer-friendly and safe work environment
- Compiled statistical data to, ensuring adequate feedback on staff and operations
- Managed center schedule meetings and appointments
- Produced reports, presentations and briefs
- Traveled with Business Banker to attend business meetings within the market
- Acted as the point of contact between the manager and internal/external clients
- Handle all escalated situations diffusing as applicable.
Mtg Collections Team Lead
01.2012 - 03.2013
- Lead a team of 20+ associates to rank within the top 10 percentile with the market
- Completed Staff Training and Development that ensured Legal Compliance with collections policies and procedures
- Managed projects to increase call flow, quality scores, and boost associate morale
- Assisted with ensuring the department web portal was user friendly and delivered accurate information.
Inside Sales Team Lead
01.2011 - 01.2012
- Supervised a team of 15+associates creating projects to increase team staff morale through Leadership Coaching
- Identified department trends by analyzing data statistics
- Conducted monthly audits to ensure Operational Excellence with quality and performance.
Department Trainer
09.2007 - 01.2011
- Managed and created efficient scheduling to arrange weekly facilitation and training on company regulations, policies, and procedures
- Ensured all associate feedback and compliance understanding was met by conducting surprise pulse checks
- Communicated and ensured completion of required education courses were completed within a scheduled deadline.
- Trained and mentored 20+ new personnel hired to fulfill various roles
Education
Associate of Science - Film/Cinema/Video Studies
Polk State College Collegiate High School
Lakeland, FLSkills
- Educational Materials
- Employee Performance Reviews
- Active Listening
- Schedule Management
- New Employee Orientation
- Logistics Coordination
- Innovative Training Approaches
- Performance Measurement
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
Designing a Training Program:
Setting Goals, Objectives, and
Mediums
Instructional Design Essentials:
Models of ID
Instructional Design: Needs Analysis
Developing Your Emotional
Intelligence
The Future of Workplace Learning
Additional Information
- Honors-Awards Best Actor Best Original Concept-Web Series
Affiliations
- Toastmasters
Timeline
Training Specialist Consultant
Fiserv
08.2022 - Current
Specialist, Trainer
ConnectiveRx
04.2022 - 08.2022
Senior Claims Processor
ConnectiveRx
12.2018 - 03.2021
Customer Care Associate
12.2018 - 04.2019
Senior Advocacy Coordinator
Capital One
01.2018 - 04.2018
Senior Loss Mitigation Specialist
Citi
05.2015 - 01.2017
Senior Collector Student Loan
JPMorgan Chase & Co, JPMorgan Chase
01.2014 - 05.2015
Assistant Manager
Bank of America
03.2013 - 10.2013
Mtg Collections Team Lead
01.2012 - 03.2013
Inside Sales Team Lead
01.2011 - 01.2012
Department Trainer
09.2007 - 01.2011
Associate of Science - Film/Cinema/Video Studies
Polk State College Collegiate High School
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