Tyler Carter
Redding,CA
Summary
Edge Certified Learning Facilitator with 10 year in the learning and healthcare industry. Skilled people leader with a passion for coaching and development to build high performing teams.
Overview
10
10
years of professional experience
Work History
Learning Facilitator
Blue Shield of CA
11.2022 - Current
- Facilitated numerous classes of new hires as well as up trainings for multiple lines of business producing high preforming agents
- Updated courseware for multiple lines of business
- Facilitated classes with up to 20+ learners at a time
- Developed and utilized effective facilitation techniques to ensure successful outcomes
- Maintained records in a progress report for every class and every learner
- Provide real time feedback to learners
- Provider feedback to peers
- Mentored new facilitators in and out of class
- Edge 1.0 certified
- Exceptional learning effectiveness score:
- Completed Leadership Foundations program
Interim Operations Supervisor
Blue Shield of CA
01.2022 - 11.2022
- Led a team of 15 to be successful Concierge Customer Care agents
- Provided them with feedback to improve their quality of work as well as being their support at work and outside of work to help have a health work life balance
- Reduced process lags and trained team members on best practices and protocols
- Recruited, interviewed and hired talented professionals who each brought wealth of experience and exemplary skills to team
- Assessed team proficiencies, identifying and targeting areas for improvement
- Delivered fast, friendly and knowledgeable service for routine questions and service complains
- Promptly respond to customer inquiries and resolve complaints
- De-escalated customer issues with proven conflict mediation on problem solving abilities
Interim Lead
Blue Shield of CA
06.2018 - 12.2021
- Assisted in Leading a team of 15 to be successful Concierge Customer Care agents
- Provided them with feedback to improve their quality of work as well as being their support with at work and outside of work to help have a health work life balance
- Apart of the new hire process, scheduling and creating interviews
- Assisted in department wide recognition parties
- Quality Audits monthly
Concierge Customer Care Senior
Blue Shield of CA
11.2015 - 04.2018
- Apart of a team of 18 that provided excellent customer service to our members
- Answering multi-lined phone calls assisting our members with various topics such as: physician changes, billing questions, making payments, benefit quotes, ETC
- Cross trained in multiple lines of business
- Large Group
- Core
- Premier
- Employees
- ITS Host Claims
- COB Adjustments
- Trader Joes Executive Team
- Presentations to Department
- Trader Joes Teach Back
- Updating COB Teach Back
- Providence and St Jude Teach Back
Customer Care Representative FEP
Blue Shield of CA
07.2014 - 11.2015
- Apart of a team of 18 that provided customer service to our members
- Answering multi-lined phone calls assisting our members with various topics such as: physician changes, billing questions, making payments, benefit quotes, ETC
- Cross trained in multiple lines of business
- Large Group
- Core
- Premier
- Employees
Education
High school Diploma -
Central Valley High School
01.2014
Skills
- Schedule Management
- Recruiting and Hiring
- Multi-LOBs knowledge
- Ability to Work Under Deadline
- Quality Assurance
- Excellent Communication
- Supervisory Skills
- LOA Knowledge
- HIPAA Compliance
- Critical Thinking
- Proficient in Excel and Microsoft Word
- Adaptive Learning
Timeline
Learning Facilitator
Blue Shield of CA
11.2022 - Current
Interim Operations Supervisor
Blue Shield of CA
01.2022 - 11.2022
Interim Lead
Blue Shield of CA
06.2018 - 12.2021
Concierge Customer Care Senior
Blue Shield of CA
11.2015 - 04.2018
Customer Care Representative FEP
Blue Shield of CA
07.2014 - 11.2015
High school Diploma -
Central Valley High School
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