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Click here or scroll down to respond to this candidateCandidate's Name
Manager, Training - AECOM
Derry, NH Street Address
EMAIL AVAILABLE
PHONE NUMBER AVAILABLE
Work Experience
Manager, Training
AECOM
January 2017 to Present
Responsible for the development and presentation of the Operations training materials
Conduct follow-up training and refresher courses
Develop and update training materials, coordinating material content with the Operations Management staff
Responsible for the delivery of 2 week New Hire Training materials and refresher classes for Operations staff and NHDOT Staff
Conduct training classes, one-on-one training sessions, monitoring, motivating, coaching, counseling and problem solving
Worked collaboratively with QA/QC Manager to identify areas of improvement and trainings needs as they arise
Responsible for New Employee Orientation/On-boarding
Responsible for content material in all Customer Service Quick Reference Guides Director, Talent Acquistion/Customer Service and Training Focus Care, Inc
April 2015 to September 2016
Oversaw full Recruitement Cycle for all Clinical Staff
Implemented Policies and Procedures for Recruitment Team
Responsible for Training and Onboarding of all new Clinical Staff
Responsible for Project Management for all new systems
Overall Responsiblity for achieving Departmental wide Customer Service Excellence
Developed and executed Recruitment Strategies
Developed On-Boarding Program
Implemented Customer Service Procedures
Training Manager/PHS Travel Services Manager, Materials Management Partners HealthCare System, Inc
March 2008 to October 2014
Developed and oversaw system wide company and local entity based training curriculums
Responsible for networking with all Partners Healthcare entities to identify and implement supply chain training opportunities.
Worded with Leadership team to identify strategic training, and synergy with other departments to continually improve overall experience with company call in client services center
Developed/implemented and oversaw On-Boarding Program for all new employees
Worked closely with Client Services Corporate Manager to develop and implement customer service and script training for all new Customer Service staff
Established written guidelines and concepts for training and education
Provided on-going education and training using all available methods including written training materials, announcements, intranet and other on-line support
Continually made efforts to improve the overall education and training goals of Partners Healthcare Supply Chain, utilizing all available resources to ensure a quality education and training program that fulfilled training requirements
Served as training subject matter expert to entity training participants
Worked with all entity Senior Leadership for cross departmental training of new employees
Responsible for analytic reporting of Customer Service satisfaction surveys
Responsible for resolution of all service recovery issues
Oversaw day-to-day relationship of Partners Healthcare approved travel vendors
Worked with Contracts Department regarding travel related vendor contracts
Manages Partners Healthcare Preferred Hotel Program
Responsible for updating and maintaining Partners Healthcare Systems Employee Reimbursement Policy changes and training for 70,000+ employees regarding changes and implementation
Responsible for service recovery via the escalation protocol
Communicated with all Senior Leadership throughout all the Partners Healthcare entities relating to policy issues and special approval issues
Worked with Senior Leadership throughout all Partners Healthcare entities regarding special handling items
Continually worked to promote Service Excellence
Cooperates and communicates in an effective professional manner
Worked with all Partners Healthcare Development offices as liaison between Development and Supply Chain
Worked closely with Partners Healthcare Corporate Offices regarding Supply Chain issues
Met with new internal customers as well as existing customers as needed to ensure compliance with Policies and Procedures
Assisted Supply Chain Senior Leadership troubleshooting operational issues
Worked with Senior Supply Chain Leadership to contribute to the development and implementation of departmental policies and procedures
Performed other job duties as assigned by the MM Transactional Operations Director Selected Contributions:
Created Customer Service Call Center Training and Scripts
Created employee Engagement Survey
Employee Monthly Newsletter development/implementation
Company-wide Supply chain website project team
Customer Service/ Check Request/Travel Supervisor, Materials Management Partners HealthCare System, Inc
April 2002 to March 2008
Oversaw day to day work flow of Customer Service/Travel reimbursements and Check Request
Oversaw day to day operation of Check processing
Corporate AMEX Administrator
Company-wide trainer of Accounts Payable policies and procedures
Work closely with auditing team to insure the proper and timely reimbursement of invoices and reimbursements
Supervise auditing of Travel and Entertainment Employee Reimbursements
Work closely with A/P Manager to reconcile accounts at month end
Enforce Check Request and T&E Policy
Oversaw timely payment of all invoices to vendors
Work with Internal Auditors and Finance Controllers to implement and oversee compliance of Accounts Payable policies
Train new Accounts Payable staff
Oversaw large volume call in center for Partners Healthcare Customer Service
Oversaw a staff of 13
Accounts Payable Supervisor
Cambridge Technology Partners
1999 to 2002
Accounts Payable Lead (1997-1999)
Oversaw day to day work flow of employee reimbursements
Worked with Travel Supervisor to implement T&E Policy
Researched and Resolved Customer Service Issues
Processed daily Check Run
Corporate AMEX administrator
Worked with internal auditors to identify reports that were out of company policy
Worked with Internal Auditors to streamline internal audit form
Responsible for timely payment of vendor invoices
Responsible for distributing Accounts Payable mail
Research vendor complaints
Training of all A/P temps
Responsible for coordinating weekly team meetings Education
CCMS Customer Service Call in Center
Skills
Microsoft Office Suite, Call Center IVR System, (10+ years) |
