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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLECore StrengthsStellar Consultant and Business Partner; Supervision of Employees & Operations; Sales; Relationship Building; Problem Solver; Productive Coach & Mentor; Performance Improvement; Research & Needs Analysis; Project Management Professional ExperienceDealer-FX Inc. September 2022 - August 2023Process Consultant Traveled 75% in assigned territory training Dealership Service personnel on Dealer-FXs 1 Platform solution to drive ROI, CSI and retention. Addressed technical roadblocks consisting of network issues, setup concerns, and technical issues onsite and virtually.RingCentral, Inc. November 2021 - September 2022Training Specialist, Customer Training Remote Facilitated world-class virtual training for RingCentral MVP (Cloud-Based Message, Video, and Phone System) customers on all aspects of the tool. Built and maintained solid cross-functional relationships internally and externally. IngenioRx (Anthem Pharmacy Benefit Mgr) December 2018 - September 2021 Training Specialist Atlanta, GA Trained frontline non-clinical pharmacy associates to assist Medicaid and Commercial customers with all aspects of their benefits virtually via WebEx and MS Teams. Partnered with call center management and training personnel on training scope, key performance drivers and performance improvement.B C Forward April 2018 - December 2018Training Consultant (Contract) Remote Trained new, temporary, and existing Anthem employees to successfully process prior authorization requests via phone and fax using multiple systems (COS, Facets, Oracle LMS, and PAHub) for Medicaid and Commercial lines of business virtually via Adobe Connect. Genpact April 2013 - April 2017Training Specialist (Contract) Atlanta, GA Trained new, temporary, and existing Anthem employees to assist members with plan benefits, selecting providers, and processing payments using multiple systems. Trained various lines of business: Healthy Indiana Plan-Medicaid (HIP), Enrollment and Billing for the Exchanges (Affordable Care Act), Financial Operations, and Medicare Supplement. Systems trained included BPM, Client Console, Facets, ESI/eSD, ISG, Oracle LMS, Client Console, Virtual Merchant, and Web Interchange. Evaluated the effectiveness of training KPIs and maintained 90% or higher on all surveys. HP Enterprise Services (HPES) May 2010 July 2012 Business Analyst II, GA MMIS ICD-10 Tucker, GA, Dec 2011 July 2012 Coordinated interaction with the Department of Community Health (DCH) staff and HPES business units to define, understand, and achieve goals related to the GA MMIS (Georgia Medicaid Management Information System) ICD-10 implementation project. Analyzed business and user needs and documented customer specifications for the Reference functional area of the GA MMIS to ensure acceptable cost controls. L & D Delivery Trainer I Tucker, GA. May 2010 Nov 2011 Trained DCH, HPES, and other authorized users on the GA MMIS. Conducted needs analysis for training effectiveness and prepared internal training status reports and session evaluations and surveys.Ryla, Inc. Nov 2008 Feb 2009 & Jun 2009 Feb 2010 AT&T Certified Trainer Kennesaw, GA Trained Business Care representatives for AT&T Mobility Services. Provided floor support and managed escalated manager calls. 3 Sisters Creative Specialty Foods, LLC Feb 2007 Jun 2008 Managing Partner East Point, GA One of three creators of a unique frozen confection called POP! responsible for achieving sales targets, monthly and quarterly KPIs, and relationship building. Responsible for the day-to-day operations of this 3 Sisters DBA - Simply Fabulous Desserts and Treats kiosk at Hartsfield-Jackson Atlanta International Airport performing all human resource functions to staff and train personnel. Premiere Services, LLC Sep 2005 Jan 2007Senior Consultant Atlanta, GA Marketed an online hiring management system that provided: online applications, electronic assessments and applicant tracking capabilities. Executed programs to decrease employee turnover and increase customer satisfaction and sales goals for concessionaires at the Hartsfield-Jackson Atlanta International Airport. Comcast Cable, Inc. Sep 2004 Aug 2005Customer Care Instructor - Decatur, GA Trained new hires to assist customers with product education, account inquiries, troubleshooting equipment, and escalated calls in a 400-employee regional call center. Contributed to curriculum design, created training documentation, performed reporting functions, conducted refresher training, and partnered with call center management and other business units.FedEx Express Corporation Nov 1988 Nov 2003Multiple positions held: Senior Operations Instructor (Aug1998 Nov 2003); Operations Manager (Aug 1995 Aug 1998); Senior Customer Representative(Dec 1989 Aug 1995); Service Agent (Nov 1988 Dec 1989) Designed, developed, coordinated, and instructed a broad range of skills training programs for 1800 management, staff, and hourly employees for FedEx SE District. Developed training schedules to ensure corporate, departmental, and client needs were met in a timely and cost-efficient manner by maintaining a training compliance at or above 99.8% for the districts 1800 employees. Interceded with customers in face-to-face settings to improve or resolve shipping concerns, facilitating client retention. Coached under-achieving pick-up and delivery couriers (25-30) to improve maximum efficiency and provided ongoing training to maintain optimal productivity. EducationM.Ed., Adult Education and Training Specialization American InterContinental University, OnlineB.S., Business Administration, Management Information Systems Option Louisiana Tech University, Ruston, LA |
