Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Sheryl Hall

Charlotte,NC

Summary

Dynamic training facilitator with a proven track record at GoHealth, excelling in employee training and performance evaluation. Skilled in leveraging data analytics to enhance agent ROI and implementing quality assurance protocols. Adept at fostering collaboration and applying adult learning principles to drive impactful training outcomes.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Training Facilitator

GoHealth
Charlotte, NC
01.2024 - Current
  • Conduct professional training sessions tailored for insurance agents at all experience levels.
  • Implement training exercises to gauge proficiency of licensed and unlicensed agents.
  • Contribute to enterprise-wide skill-building initiatives.
  • Facilitate continuous agent assistance with ongoing training and interactive sessions.
  • Utilize data analytics to enhance agent performance and ROI.
  • Support creation of educational resources.

QA Training Specialist

GoHealth
Charlotte, NC
10.2020 - 12.2023
  • Helped develop a quality assurance scorecard.
  • Taught leaders and agents to effectively use scorecards.
  • Leveraged Evaluagent and CallMiner platforms to grade calls.
  • Instructed new quality assurance analysts in utilizing Five9, CallMiner and Evaluagent for call evaluation.
  • Delivered virtual instructor-led training sessions via video conferencing technology.
  • Ensured compliance with industry-specific training requirements and certifications.

Insurance Benefits Specialist

Alight Solutions
Charlotte, NC
10.2018 - 07.2020
  • Achieved complete resolution of all incoming service needs.
  • Maintained thorough documentation of service requests.
  • Assisted in enrolling employees in medical benefits, as well as providing resolutions to specific problems dealing with their benefits.
  • Assisted employees with benefits enrollment and changes, providing guidance on plan options and implications.
  • Reviewed employee enrollments to verify accuracy, inputting information into company database.
  • Explained the impact of life events such as marriage or divorce on benefits enrollment status.

Wellness Consultant

Joint Chiropractic Care and Wellness Center
Charlotte, NC
07.2017 - 01.2018
  • Evaluated patient charts to formulate treatment plans.
  • Fostered a collaborative environment to support team goals.
  • Assisted clients with identifying and pursuing different health and wellness objectives.
  • Maintained accurate records of all client interactions using an electronic database system.
  • Implemented quality assurance protocols to ensure high standards of service delivery were maintained at all times.
  • Responded promptly and professionally to customer inquiries via email or telephone.

Education

Bachelor of Science -

Winthrop University
Rock Hill, SC
05.1997

Skills

  • Facilitation skills
  • Performance evaluation
  • Quality assurance
  • Employee training
  • Trainer coaching
  • Adult learning principles
  • New hire on-boarding
  • Assessment techniques

Certification

  • Certified Walk-me Builder Level I

References

References available upon request.

Timeline

Training Facilitator

GoHealth
01.2024 - Current

QA Training Specialist

GoHealth
10.2020 - 12.2023

Insurance Benefits Specialist

Alight Solutions
10.2018 - 07.2020

Wellness Consultant

Joint Chiropractic Care and Wellness Center
07.2017 - 01.2018

Bachelor of Science -

Winthrop University

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Sheryl Hall