Summary
Overview
Work History
Education
Skills
Member of Black Hills Leadership Development Board of Directors
References
Timeline
Generic

Shanda Brafford

Rapid City,South Dakota

Summary

Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

Overview

26
26
years of professional experience

Work History

Technical Instructor

TruStage
Rapid City, SD
10.2015 - Current
  • Conducted classroom training sessions for both small and large groups.
  • Delivered hands-on training to ensure proper application of newly acquired skills.
  • Assessed student performance through examinations, quizzes, and other evaluation methods.
  • Maintained detailed records of student progress and attendance throughout course duration.
  • Collaborated with other instructors to develop new teaching strategies and techniques.
  • Utilized various multimedia tools such as video presentations, slideshows., for effective instruction delivery.
  • Researched current trends in technology education to stay up-to-date with industry developments.
  • Adapted teaching style according to the changing needs of learners while ensuring efficient learning outcomes.
  • Worked with leadership to assess training requirements.
  • Devised and implemented course updates to answer to changing company needs.
  • Gave constructive feedback to students to improve learning and progress against course objectives.

I am currently a Technical Instructor on the Learning and Development team. I have onboarded onshore and offshore representatives. I was initially hired as a front-line representative on the Preplanning Insurance Claims Team. I became a team trainer. I assisted with hiring, facilitated the creation of onboarding training, as well as professional development. I was promoted to Supervisor of the Claims Team, as well as interim Supervisor for additional customer service teams. I was then promoted to manager of the Claims Team, as well as the New Business team. I've typically had anywhere from 4 to 35 direct reports.
I've collaborated with key stakeholders on a variety of intakes and projects, including the acquisition of Assurant to Trustage, migration from our legacy admin system, and recent business strategies to improve our customer reach.

Assistant Manager - Customer Service

Perkins Restaurant & Bakery
Rapid City, SD
09.1998 - 10.2017
  • Coordinated with other departments to ensure customer satisfaction.
  • Trained and supervised customer service staff on policies, procedures, and best practices.
  • Resolved escalated complaints from customers in a timely manner.
  • Developed strategies to increase customer loyalty and retention rates.
  • Analyzed customer data to identify trends and opportunities for improvement.
  • Performed daily audits of customer accounts for accuracy and completeness.
  • Conducted regular performance reviews with team members to ensure quality standards are met.
  • Developed training materials for new employees related to customer service protocols.
  • Ensured compliance with all applicable laws, regulations, and company policies.
  • Established relationships with key stakeholders within the organization.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delegated work to staff, setting priorities and goals.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.

Education

High School Diploma -

Amercian Home Schooling
Chicago, IL
06-1997

Skills

  • Performance monitoring
  • Cross-functional coordination
  • Quality assurance and control
  • Work flow planning
  • Policies and procedures implementation
  • Delegation
  • Employee relations and conflict resolution
  • Project planning and development
  • High-pressure environments

Member of Black Hills Leadership Development Board of Directors

I am volunteer for and on the Black Hills Leadership Board of Directors. Black Hills Leadership Development to be a resource for leadership growth and cultivation in the Black Hills Area by providing development opportunities through educational forums and strategic collaborations.

References

References available upon request.

Timeline

Technical Instructor

TruStage
10.2015 - Current

Assistant Manager - Customer Service

Perkins Restaurant & Bakery
09.1998 - 10.2017

High School Diploma -

Amercian Home Schooling
Shanda Brafford