TIPS
Shabria Fulcher
Pembroke Pines,GA
Summary
Innovative Operations Development professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success. Assessing and Developing training materials, and has extensive knowledge of Generali Global Assistance TI departments such as CSA, Trip Mate and GMMI customer service and claims. Excellent verbal and written communication skills.
Dynamic and team-oriented Operations Development Specialist with six years of experience in asset management, risk mitigation and project leadership. Innovative and driven with passion for delivering high-quality work. Detail-oriented and focused on maintaining organization and identifying opportunities for process improvements. In 2024 won the ICARE award for Artificial Intelligence Simulation project that played a major role in developing the agents to meet the requirements for our partners such as Airbnb, VRBO, Expedia, etc.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Operations Development Specialist
Generali Global Assistance
04.2024 - Current
- Reviewed and refined existing programs to improve effectiveness.
- Designed and assembled effective training resources, procedures, and documentation.
- Implemented effective safety plans and specialized activities to support educational goals.
- Promoted awareness and participation in departmental programs and services.
- Coordinated planning, organization, and execution of training sessions.
- Secured an ICARE award by introducing a cutting-edge AI role play project that boosted frontline employee capabilities.
Senior Operational Development Specialist Trainer
Trova LLC
01.2022 - Current
- Company Overview: Assigned to execute tasks at Generali Global Assistance under temp agency contract.
- Led development programs within Generali Global Assistance's CSA customer support area.
- Led instructional sessions in both digital and traditional classroom environments.
- Produced high-quality learning content tailored for diverse audiences.
- Evaluated organizational requirements to align recommendations with business goals.
- Implemented suitable teaching techniques for optimal educational outcomes.
- Monitored growth of trainees with multiple testing methods and tasks.
- Utilized eLearning tools and knowledge management platforms including SharePoint for streamlined processes.
- Provided temporary assistance to maintain workflow continuity at Generali Global Assistance.
Operational Development Specialist
Generali Global Assistance
05.2022 - 04.2024
- Developed content based on identified training needs and assessed existing initiatives.
- Developed detailed guides for instructional purposes.
- Developed business plans resulting in growth and additional income sources.
- Delivered projects within designated timelines and budgetary constraints.
- Delivered training content through diverse methods including simulations, team exercises, videos, and lectures.
- Organized and directed training sessions to enhance employee and customer engagement.
Operational Trainer
UnitedHealth Group
11.2018 - 11.2021
- Company Overview: OptumRx
- Facilitated skill development programs for Pharmacy Benefits Management.
- Supervised strategic implementation of key operational projects within deadlines.
- Utilized understanding of organizational training structures and strategies.
- Adapt delivery approaches as needed for optimal learning effectiveness
- Formulated programs and presented detailed project outlines.
Customer Service Representative
OptumRx
04.2017 - 11.2018
- Company Overview: (UnitedHealth Group)
- Handled problem-solving for complex pharmacy claims.
- Answered incoming phone calls from health care providers (i.e
- Assessed healthcare facilities to identify necessary provider support types.
- Performed adjustments for complex, closed, denied and simple claims
National/Enterprise Roadside Assistance Customer Service Advocate
Ultimate Staffing
08.2015 - 10.2016
- Company Overview: (Super number)
- Coordinated roadside assistance support for AAA members during critical situations.
- Evaluated service requirements for route calls and documented details through digital records.
- Delivered exceptional customer service within call center setting.
- (Super number)
Education
Associate Degree - Health Science and Public Affairs
Seminole State College
High School Diploma - undefined
Winter Springs High School
Skills
- Computer software/ frameworks: Extensive Knowledge in Microsoft Office Suite (Word, Excel, PowerPoint, Forms, etc) SharePoint, Knowledge Base, Articulate Studio, Articulate Storyline, E-Learning Platforms (Lessonly, We-Learn, LearnSource), Rise 360 TIPS, TCO, Knowledge Lake, VCC
- Areas of Expertise: Training and Development, Customer Service Policies and Procedures, Partnership Building, Process Implementation, Career Development, Business Processes, Effective Learning Principles, Instructional Design, Cross-Functional Training and Collaboration, System and Product Training,
Accomplishments
- Achieved an increase in NPS scores and KPI’s for GGA, Trip Mate, and Travel Assistance department by introducing AI Roleplays for policies and procedures tasks.
- Collaborated with the Operations Department in the development of AI Roleplay as well as winning an ICare Award.
- Used Microsoft Excel to develop inventory tracking, attendance tracking, new hire and existing staff training spreadsheets.
Locations
- Orlando, Orlando, FL
- Lake Mary, Lake Mary, FL
Certification
Onboarding Learning Services Trainer Certificate: August 2019
Software
TCO
Knowledge Lake
VCC
Articulate & Rise 360
Timeline
Senior Operations Development Specialist
Generali Global Assistance
04.2024 - Current
Operational Development Specialist
Generali Global Assistance
05.2022 - 04.2024
Senior Operational Development Specialist Trainer
Trova LLC
01.2022 - Current
Operational Trainer
UnitedHealth Group
11.2018 - 11.2021
Customer Service Representative
OptumRx
04.2017 - 11.2018
National/Enterprise Roadside Assistance Customer Service Advocate
Ultimate Staffing
08.2015 - 10.2016
Associate Degree - Health Science and Public Affairs
Seminole State College
High School Diploma - undefined
Winter Springs High School
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