Tynese Cunningham

Helped launch 3 new program ramps within the last year as Lead CLS Trainer. Conducted new hire orientations and training sessions, and trained current employees on new equipment, process and procedures.

• Coordinated and assisted facilitation of the Washington Gas program launch to include 5 waves of new hire training as Lead CLS Trainer
• Evaluated training material for new Dominion Energy program ramp prior to Wave 1
• Successfully aided in facilitating Hiscox ramp which increased headcount by 30% within 3 months
• Conducted the Fiserve/MCTR launch, training class of 80 people with a 100% retention success rate, with only one days notice
• Collaborates with key LMS and management creating content development for new program initiatives utilizing adult learning principles
• Implements process improvement planning and designing program agendas for new hire training programs

• Utilizing effective time management, concurrently performs as lead Virtual Trainer Facilitator, successfully conducting all remote engagement new hire 5-week training courses and leads the QA department as QA Specialist
• Consistently exceeds trainer site performance metrics including: Compliance avg -142%; Throughput avg -90%, TRQ avg- 80% and Nesting Attainment avg- 154%; TOF avg- 96.95%
• Evaluates, revises and/or develops training material for fundamental learning and skill development for new hire training & nesting programs as well as upskill development
• As an experienced team leader, have aided agency wide agent metrics achieving SLA metrics of 95% consistently - exceeding organizational goals by 10%
• Through cross functional collaboration have partnered to create brand recognition and drive asset recruitment

• Provides cross functional direction and recommendations to agents' agency wide, achieving SLA metrics of 95%, consistently exceeding organizational goals by 10%
• Develops and implements new processes using data mining for improved efficiency, sales effectiveness and customer care
• Conducts refresher courses, coaching's and quality monitoring for compliance and sales effectiveness program wide
• Leads bi-weekly calibration of quality assurance practices agency wide ensuring alignment across quality platforms
• Creates and delivers daily reports for department heads and monthly for chief officers of agent's overall performance, compliance and sales effectiveness trends
• Validates training material and process change documentation for quality assurance
• Monitors agent calls for compliance; workforce averaging 130 agents
• Routinely provides coaching and feedback to agents
• Collaborates with IT on issues/bugs and provides necessary supporting documentation for both work-at-home and brick & mortar agents
• Provides technical assistance and support for incoming queries and issues related to policy, administration guidelines and resource management

• Consistently ranked as a lead sales performer exceeding KPI goals; achieving & exceeding the expected 21% success rate in client service experience and closing
• Routinely performed quality assessments as an Apprentice to management
• Managed customer expectation through product education while identifying and creating additional cross selling opportunities
• Expertly developed customer relationships through skilled rapport building
• Determined client needs and financial positioning to formulate the best protection plan for identified budgets
• Assisted less experienced agents with company procedures and policies
• Earned a coveted spot as an Apprentice to management, January 2019
• Served as an Ambassador to a group of agents in training
• Achieved Top Performer Award November 2018
• Chosen as a top agent to present to president and stakeholders in Madison, WI at the CUNA Forum -November 2018
• Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns

• Executed an average of 250 prospecting calls per day with a 1-3% closure rate, 2nd highest closure rate on team
• Optimized customer experience through rapport building while identifying sales opportunities; performed in the top 1% of agents on team
• Reputation for exceptional proficiency at developing plans for health and life insurance by calculating, quoting and writing policies for coverage

• Developed and implemented marketing, public relations, media relations, community relations and promotional programs for the U.S
• Army's largest base hospital
• Improved public approval ratings from 'Acceptable' to 'High Rate' (industries highest rating) in 18 months
• Worked collaboratively to develop long and short-range plans for products resulting in a 5% increased of population serviced in 18 months
• Communicated the mission by writing articles for Fort Bragg's Paraglide newspaper (distribution 30,000); and the Army Medicine Mercury (distribution worldwide)
• Exceeded performance standards earning performance evaluation ratings of 'Excellent'
• Achievements
• Selected and served as an Arbinger facilitator responsible for equipping the organization's employees with practical strategies to integrate and implement an outward mindset approach creating a more productive organization
• Certificate of Appreciation - for outstanding support and expert coordination during Retiree Appreciation Day, 2015
• Certificate of Achievement - for outstanding support and overwhelming success of Womack Day, 2015

• Program coordinator responsible for educating company employees on heart disease, cancer, diabetes prevention, stress management and dozens more health-related subjects
• Executed classroom training and individual consultation on over 20 wellness topics
• Created in-depth presentations using PowerPoint and graphs
• Promptly and efficiently performed administrator duties in support of clinical operations

• Top requested health educator for over 50 training seminars on topics such as metabolic syndrome, cardiovascular disease, diabetes and cancer
• Facilitated lifestyle seminars in classroom settings and utilized distance learning tools to conduct training webinars for companies across the country
• Health educator at health fairs conducting healthcare screenings to include blood pressure, body fat and BMI readings, lipid profile and blood glucose readings
• Seminars lead to in improved and healthier lifestyle behaviors resulting in reduced company healthcare costs

• Created #1 personal training studio in the county
• Researched, planned, developed, analyzed, and evaluated communication, marketing and retention marketing plans
• Developed strategic plans and forecasting for cyclical changes in the industry
• Negotiated and ensured procurement of contract agreements with suppliers and contractors for facility readiness
• Reviewed office expenditures to maintain compliance within budgetary requirements
• Compiled and analyzed date reports of member progress through periodic evaluations
• Achievements
• Escalated revenue by 15% each quarter within first two years
• Increased membership by 3% each month within first two years
• Minority Business Award for Outstanding Leadership, 2006 & 2007