Timothy Gibson
Summary
5+ years working in the Healthcare industry, 10+ working in the insurance industry Medicare Sales Trainer and Medicaid Customer Service Trainer Call Center Supervisor of People and Processes Customer Service Calls for Customers and Providers Proven background training and managing Customer Service Representatives who were sitting in foreign countries and Proven background in “Train the Trainer” Degree in Healthcare Management; Currently working on my Paralegal Certification Demonstrated ability to work through different technology platforms in classroom and virtual Managed the 24 /7 medical emergency travel agency on-site that was utilized to book medical evacuations and repatriations with airlines worldwide Awarded Employee of the Quarter 2022 at Arthur J. Gallagher Company Employee of the month, 2 times at AIG Results-driven Training and Development Specialist known for productivity and efficient completion of tasks. Possess specialized skills in instructional design, employee engagement strategies, and performance management. Excel in communication, teamwork, and adaptability, ensuring effective training outcomes and workforce development.
Overview
21
21
years of professional experience
Work History
Civil Litigation Paralegal
QPWB
01.2025 - Current
- Document Preparation; Legal Research, Case Management, Client Interaction, and Trial Preparation
- I report to One Houston Firm Partners acting as a personal assistant when needed.
- Core Competencies Specific to Legal Work
- Legal Research & Writing: Skilled in using Westlaw to gather case law, statutes, and regulatory information, producing concise and accurate case briefs
- Document Drafting: Practical academic experience drafting legal correspondence, memoranda, and conventional legal forms following legal standards
- Attention to Detail: Meticulous preparation and review of legal documents to ensure accuracy and compliance with legal standards
- Client Communication: Experienced in engaging with individuals of varying ages and backgrounds; capable of adapting tone and approach to meet individual needs
Leadership Management Position (Temporary)(Covid Position)
Source Point Mortgage
01.2020 - Current
- Responsible for supervising daily performance of call center agents.
- Coach and develop team members in all aspects of performance including but not limited to metrics and behaviors related to the customer experience.
- Draft and conduct performance evaluations, may assist in the employment decision, set performance goals and objectives.
- Manage employee issues regarding attendance, performance, conduct, and deliver appropriate corrective action as needed.
- Communicate policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Documents all coaching/development sessions, utilizing designated tools, in a timely manner.
- Interacts with cross-functional support groups in order to manage the day-to-day operations.
- Utilization of Kronos and Five9
Call Center Trainer
Tactis
01.2023 - 01.2024
- Develops and manages eLearning Design utilizing an ED APP system
- Facilitates end user training and applied adult learning methods to both design and delivery.
- Facilitates training of new hires using functional, specific, and various programmatic materials (Learner Guides, Facilitator guides, etc.)
- Facilitates Customer Service Courses
Benefits Advocate Center Senior Trainer and Department Supervisor
Gallagher
01.2021 - 01.2023
- Worked closely with HR Departments from other companies to train on their HRIS systems. Managed Vendor expectations and deadlines
- Worked closely with Quality and Audit department. I performed the function for 4 months as a fill in for an employee who was on maternity leave
- Develops and manages eLearning Design utilizing Articulate, Camtasia, Captivate, and BrainShark.
- Facilitates end user training and apply adult learning methods to both design and delivery.
- Modified existing instructional materials and/or develops new instructional materials.
- LMS Administrator and Share Point Administrator
- Facilitates learning via classroom instruction and webinars; incorporate a variety of presentation methods and applications to accommodate adult learning styles (ILT and VILT) for employees and outside Vendors
- Facilitates training of new hires using functional, specific, and various programmatic materials (Learner Guides, Facilitator guides, etc.)
- Partner with Learning and Development Director, and departments, to deliver and meet training departmental objectives
- Provide instruction through delivery of training programs that consistently exceed customer expectations as indicated in trainer/program evaluations
- Responsible for the design, delivery, and facilitation of training programs
Medicare Sales Trainer
E-Telequote
01.2020 - 01.2021
- New Hires Sales Training and Medicare Sales Training
- During Open Enrollment – trained and managed a team of Sales Agents.
- Identified knowledge, skill and performance gaps; create training solutions for consistent field training; organized outside training services, managed cost effectiveness and service quality; partnered closely with all levels of management to evaluate training programs.
- Determined best practices for delivering training including internal staff, Conference Manager, and e-learning; work with staff, subject matter experts and clients to develop applied courses with pre- and post-class activities for long-term learning.
- Life and Health License for Texas
Group Retirement Trainer - Death Benefits Claims
AIG Retirement Services
Houston, USA
01.2018 - 01.2019
- Worked with the Subject Matter expert (SME) to put that knowledge on paper creating training material.
- Designed, developed and integrated training through a variety of media including instructor-led training, eLearning platforms, knowledge management systems, online performance support tools and learning management systems.
- Life Policies and Annuities
Associate Manager – Learning and Development
UST Global
Remote
01.2018 - 12.2018
- Provided training for two curriculums: 1) UAT testing analysis, including validation and management of requirements; and 2) the functions, operations, and adoption of requirements claims tools.
- The trainings included end user as well as 'Train-the-Trainer' sessions.
- Created and updated the training materials that were used in the sessions for our claims product.
- Managed 2 temporary trainers.
- Trained the Trainer for my assigned client on a custom built out claims system.
New Hire Trainer
Amerigroup / Anthem
Houston, USA
01.2016 - 01.2018
- Customer Service Calls for Medicaid and Provider Claim Calls
- Developed and delivered new hire training curriculum as well as develop and deliver on-going training and education programs to ensure the staff maintains and grows the necessary skills and knowledge to achieve the service strategy.
- As a member of the Training Team in Operations Development provided training to all business units while maintaining good working relationships.
- Specific duties included training, mentoring, coaching, and developing new hires and existing employees.
- Worked with Macess and Facets and Salesforce Service.
- Managed the new hire process including scheduling of class, guests, and assessments.
Instructional Designer/Facilitator
AIG Benefit Solutions
01.2014 - 01.2015
- Partnered with subject matter experts to develop and maintain training materials (reference guides, facilitator guides, etc.) that integrate adult learning theory.
- Used solid instructional design and competency-based evaluation methodologies.
- Designed, developed and integrated training through a variety of media including instructor-led training, eLearning platforms, knowledge management systems, online performance support tools and learning management systems.
- Developed planning documents, content outlines, story boards and delivery plans.
- Uploaded to the LMS (Talent Connection).
- Facilitated end user training and apply adult learning methods to both design and delivery.
- Modified existing instructional materials and/or develops new instructional materials.
- Conducted review of materials with appropriate parties, such as subject matter experts, design team and create logical learning units/objects as appropriate; designs or builds assets (such as demonstrations, exercises, role plays, self-assessment tests, job aids).
- Created interactive engaging learning.
- Collaborated with other training team members to establish best practices, templates, design documents, storyboards and internal processes.
- Sales training.
- Property and Casualty License for Texas.
- Worked with Supplemental Policies.
Training Specialist and Manager of 24/7 Emergency Travel Center
Travel Guard an AIG Company
01.2005 - 01.2014
- Promoted from Supervisor of Emergency Travel Department to Corporate Trainer.
- Customer and Vendor interaction.
- Managed, administered, developed, organized, created, and conducted training and development of educational programs for adult learners.
- Participated in on-boarding, Orientation and the Mentoring process.
- I provided sales training for Relocation products and Travel Insurance products.
- Managed the 24/7 emergency travel agency that was on-site.
- Managed the 24/7 medical emergency travel agency that was on-site. Utilized to book medical evacuations and repatriations with airlines worldwide.
- Identified knowledge, skill and performance gaps; create training solutions for consistent field training; organized outside training services, managed cost effectiveness and service quality; partnered closely with all levels of management to evaluate training programs.
- Determined best practices for delivering training including internal staff, Conference Manager, and e-learning; work with staff, subject matter experts and clients to develop applied courses with pre and post class activities for long-term learning; organize and administer Corporate-sponsored trailing programs.
- Integrated tenets of diversity and inclusion into all elements learning strategy, and materials to reach all employees of our organization.
- Balanced the main concerns of the company with those of internal and external clients.
- Sales training.
- Managed the new hire process including scheduling of class, guests, and assessments.
Education
Degree - Healthcare Management
Southern New Hampshire University
01.2019
Skills
- Legal Research & Writing
- Corporate law
- LexisNexis proficiency
- LexisNexis
- Trusts and Estates Law
- Marital settlement agreements
- Document Drafting
- Attention to Detail
- Client Communication
Timeline
Civil Litigation Paralegal
QPWB
01.2025 - Current
Call Center Trainer
Tactis
01.2023 - 01.2024
Benefits Advocate Center Senior Trainer and Department Supervisor
Gallagher
01.2021 - 01.2023
Leadership Management Position (Temporary)(Covid Position)
Source Point Mortgage
01.2020 - Current
Medicare Sales Trainer
E-Telequote
01.2020 - 01.2021
Group Retirement Trainer - Death Benefits Claims
AIG Retirement Services
01.2018 - 01.2019
Associate Manager – Learning and Development
UST Global
01.2018 - 12.2018
New Hire Trainer
Amerigroup / Anthem
01.2016 - 01.2018
Instructional Designer/Facilitator
AIG Benefit Solutions
01.2014 - 01.2015
Training Specialist and Manager of 24/7 Emergency Travel Center
Travel Guard an AIG Company
01.2005 - 01.2014
Degree - Healthcare Management
Southern New Hampshire University