Zascha Hamilton
Phoenix,AZ
Summary
Dynamic Instructional Designer and Training Specialist with over 9 years of experience in crafting and delivering engaging eLearning and instructor-led training solutions. Expertise in leveraging tools such as Articulate Storyline and Camtasia to develop interactive content that significantly enhances learner engagement and retention. Proven track record of collaborating with cross-functional teams and stakeholders to ensure training programs align with business objectives, enhance compliance, and drive operational efficiency. Recognized for implementing innovative instructional strategies that promote performance improvement and facilitate ongoing professional development.
Overview
10
10
years of professional experience
Work History
Senior Service Advocate
CVS Caremark /Aetna
Phoenix, AZ
09.2025 - Current
- Facilitated collaboration among diverse teams to enhance customer satisfaction and retention through effective problem-solving.
- Developed engaging training content for new hires, focusing on improving onboarding effectiveness and maintaining high service standards.
- Interpreted customer feedback data to highlight trends that inform strategic improvements in service operations.
- Managed escalated case resolutions in collaboration with healthcare providers, prioritizing timely service access for members.
- Developed and implemented tracking systems for customer interactions, improving data analysis capabilities.
- Led efforts to enhance client satisfaction through streamlined internal processes.
Senior Professional Trainer & Instructional Designer
Select Source International @ Gainwell Technologies
Minneapolis, MN
10.2024 - 04.2025
- Designed and delivered engaging training programs for diverse audiences across multiple departments.
- Conducted needs assessments to identify skill gaps and tailor instructional materials accordingly.
- Utilized blended learning techniques, including e-learning, classroom, and hands-on training.
- Evaluated training effectiveness through assessments, feedback, and performance metrics.
- Created clear, comprehensive training manuals, guides, and e-learning modules.
- Collaborated with department heads to align training with organizational goals.
- Tracked and reported training attendance, progress, and outcomes.
- Managed LMS (Learning Management System) to deploy and monitor online courses.
Instructional Designer & Trainer
Catalyst Solutions @ Denver Health
05.2023 - 04.2024
- Created comprehensive training materials aimed at improving accuracy and adherence to healthcare regulations within call center environments.
- Engaged with subject matter experts and program managers to create effective training materials that support organizational learning objectives.
- Created engaging e-learning modules aimed at enhancing retention and accelerating time-to-proficiency for remote and in-person onboarding.
- Created and launched comprehensive training programs for agents, focusing on healthcare compliance claims processing and EMR/EHR systems to elevate overall competency.
- Conducted in-depth analysis of call metrics with quality assurance and operations teams to identify strategies for optimizing average handle time and increasing first-call resolution rates.
- Designed and implemented training sessions focused on HIPAA compliance and insurance verification to optimize call center operations and service quality.
Instructional Designer
Bright Healthcare
09.2022 - 03.2023
- Created and facilitated extensive training initiatives to enhance skills and knowledge among teams of over 50 employees across multiple departments.
- Coordinated efforts with various departments to ensure training programs supported company goals, leading to improved onboarding processes.
- Developed e-learning modules and interactive workshops utilizing Articulate, Adobe Creative Suite, and Camtasia software.
- Designed and implemented standard operating procedures (SOPs) and training manuals aimed at improving knowledge retention and reducing error rates.
- Identified and tailored training content based on comprehensive assessments of surveys, performance metrics, and stakeholder feedback to enhance effectiveness.
- Established post-training evaluation mechanisms and KPI tracking to monitor program success and inform continuous improvement strategies.
- Facilitated shift to virtual training amidst organizational restructuring, successfully sustaining engagement and completion rates exceeding 90%.
Training Specialist | Instructional Designer
TriWest Healthcare Alliance
Phoenix, AZ
07.2016 - 09.2022
- Designed and developed comprehensive training modules, job aids, and knowledge checks that significantly improved staff efficiency, knowledge retention, and on-the-job performance.
- Conducted regular meetings with stakeholders, subject matter experts (SMEs), and program managers to align training initiatives with organizational goals and ensure project milestones were met.
- Created and implemented interactive e-learning modules using Articulate Storyline, Camtasia, and similar tools, resulting in increased learner engagement and improved performance metrics.
- Facilitated cross-departmental workshops to promote collaboration, drive knowledge sharing, and enhance employee engagement company-wide.
- Developed customized training programs targeting specific performance gaps, improving compliance rates and deepening staff understanding of key processes and policies by 80%.
Education
Bachelor of Arts - Instructional Design
University of Arizona – Global Campus
Online05-2026
Associate of Arts - General Studies
Chandler – Gilbert Community College
Chandler, Arizona01-2013
Skills
- Skilled in using Articulate tools
- Skilled in Microsoft Teams communication tools
- Experience with Adobe Creative Cloud (Illustrator & Photoshop)
- Proficient with Adobe Captivate & Presenter
- Experienced with Camtasia, Canva & Vyond
- Skilled in ADDIE, SAM, Kirkpatrick & Blooms Taxonomy models
- Expert with Microsoft Office Suite (PPT, Excel, Word, Co-pilot)
- Seasoned LMS content curator and manager
- Experienced E-Learning and curriculum developer
- Strong Verbal, Written, and Presentation Communication
- Stakeholder Partnership & Strategic Relationship Management Across Business Units
Timeline
Senior Service Advocate
CVS Caremark /Aetna
09.2025 - Current
Senior Professional Trainer & Instructional Designer
Select Source International @ Gainwell Technologies
10.2024 - 04.2025
Instructional Designer & Trainer
Catalyst Solutions @ Denver Health
05.2023 - 04.2024
Instructional Designer
Bright Healthcare
09.2022 - 03.2023
Training Specialist | Instructional Designer
TriWest Healthcare Alliance
07.2016 - 09.2022
Bachelor of Arts - Instructional Design
University of Arizona – Global Campus
Associate of Arts - General Studies
Chandler – Gilbert Community College
Personal Information
Title: Instructional Designer | Training Specialist