Experience

Lumeris

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Sr. Health Plan Training Specialist

  • Feb 2019 - Present

• Health Plan Training Specialist

  • Jan 2018 - Present



Citi

• Mexico
• IT Services and IT Consulting
• 100 - 200 Employee

• Vice President, Business Trainer 3

  • May 2016 - Present

  Lead Trainer for Citi Learning North America - Mortgages

• Assistant Vice President - Business Trainer 2, Citi Learning NA Consumer

  • Jul 2011 - Present

  In-class facilitation for Contact Center employees in support of Citi's consumer and small business banking clients. Knowledgeable in Rainbow/Eclipse/RSM, Citibank Workstation (CWS), Back Office Systems including BOS/BABO. Oversee 19 employees per class and provide coaching and feedback to improve client satisfaction measures before delivering employee to operations business partners.

• Business Trainer 2

  • Dec 2010 - Dec 2013

  Design and develop high quality instructor led curriculum based on the ADDIE model, including participant materials and facilitator guides, in support of Citi’s Global Customer Service Center servicing Citi employees on a global scale. Design and develop self-paced curriculum to be used by participants when classroom instruction is not expedient or required. Brainshark Certified Author – June 2012 Maintain training curriculum updates as required to support the Global Customer… Show more Design and develop high quality instructor led curriculum based on the ADDIE model, including participant materials and facilitator guides, in support of Citi’s Global Customer Service Center servicing Citi employees on a global scale. Design and develop self-paced curriculum to be used by participants when classroom instruction is not expedient or required. Brainshark Certified Author – June 2012 Maintain training curriculum updates as required to support the Global Customer Service Center needs. Deliver training curriculum via classroom and virtual training sessions, including core and advanced modules. Evaluate and document learner proficiency. Provide coaching/feedback to learners.



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Learning Specialist

  • Jan 2014 - Aug 2014

  Contract employee to support Citi's Helpdesk as it transitions to IBM. Maintain training curriculum updates as required to support the Global Customer Service Center needs and transition curriculum to IBM formats. Deliver training curriculum via classroom and virtual training sessions, including core and advanced modules during the transition process. Perform monitors to evaluate and document learner proficiency. Provide coaching/feedback to learners. Contract employee to support Citi's Helpdesk as it transitions to IBM. Maintain training curriculum updates as required to support the Global Customer Service Center needs and transition curriculum to IBM formats. Deliver training curriculum via classroom and virtual training sessions, including core and advanced modules during the transition process. Perform monitors to evaluate and document learner proficiency. Provide coaching/feedback to learners.



Technisource

• United States
• Information Technology & Services
• 400 - 500 Employee

• Infrastructure Tech Analyst

  • Jun 2008 - Dec 2010

  Contract position to Citigroup Customer service phone representative, providing Citigroup associates with technical support for software or hardware, remote access or mobile wireless related issues and perform password resets for Active Directory and Mainframe accounts. Maintain acceptable service levels based on call monitoring analysis – Ranked # 2 of 35 for quality. Perform quality evaluations on recorded calls to assure help desk associate compliance to quality… Show more Contract position to Citigroup Customer service phone representative, providing Citigroup associates with technical support for software or hardware, remote access or mobile wireless related issues and perform password resets for Active Directory and Mainframe accounts. Maintain acceptable service levels based on call monitoring analysis – Ranked # 2 of 35 for quality. Perform quality evaluations on recorded calls to assure help desk associate compliance to quality guidelines Show less Contract position to Citigroup Customer service phone representative, providing Citigroup associates with technical support for software or hardware, remote access or mobile wireless related issues and perform password resets for Active Directory and Mainframe accounts. Maintain acceptable service levels based on call monitoring analysis – Ranked # 2 of 35 for quality. Perform quality evaluations on recorded calls to assure help desk associate compliance to quality… Show more Contract position to Citigroup Customer service phone representative, providing Citigroup associates with technical support for software or hardware, remote access or mobile wireless related issues and perform password resets for Active Directory and Mainframe accounts. Maintain acceptable service levels based on call monitoring analysis – Ranked # 2 of 35 for quality. Perform quality evaluations on recorded calls to assure help desk associate compliance to quality guidelines Show less



Valero Energy Corporation

• United States
• Oil and Gas
• 500 - 600 Employee

• Retail Sales Manager

  • Feb 2007 - Apr 2008

  Achieve company profit. Maintain adequate inventory levels. Manage hourly staff of 6 customer service representatives, providing coaching and feedback for performance improvement. Achieve company profit. Maintain adequate inventory levels. Manage hourly staff of 6 customer service representatives, providing coaching and feedback for performance improvement.



Metzeler Automotive Profile Systems

• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Sr. Quality Engineer / Quality Manager

  • May 2003 - Jun 2006

  People manager for 7 salaried staff and 40 hourly employees. Set policies and document technical procedures to meet customer requirements and company objectives to improve quality measures and metrics, based on risk analysis. Certification for ISO:9001 2000 (certified auditor) ASQ CQE Certified Quality Engineer Train new hire employees in basic statistics and quality metrics.

• Program Engineer/Project Manager

  • Oct 1998 - May 2003

  Responsible for the overall project timeline and deliverables. People Manager for the Product Launch Team, including Product Engineers, Process Engineers, Quality Engineers and managers for hourly staff. Launch new products for 1999 Jeep Grand Cherokee Platform with ZERO formal customer complaints Direct all Advanced Product Quality Planning activities Develop timeline for delivery / setup of 40+ pieces of equipment via “critical path” timeline management (Timeline… Show more Responsible for the overall project timeline and deliverables. People Manager for the Product Launch Team, including Product Engineers, Process Engineers, Quality Engineers and managers for hourly staff. Launch new products for 1999 Jeep Grand Cherokee Platform with ZERO formal customer complaints Direct all Advanced Product Quality Planning activities Develop timeline for delivery / setup of 40+ pieces of equipment via “critical path” timeline management (Timeline Software) Meet all customer deadlines for Prototype and Production submissions. Manage Run at Rate to demonstrate capacity to meet customer volumes Direct customer interface related to Form, Fit, Function and Appearance Manage $6M Capital Project and $3M Tooling Project on time and within budget Participate in Lean Kaizen activities for work cell development and work load balancing based on Takt time. Complete cost analysis on new products and engineering changes, and complete “Request for Quote” worksheet for the corporate quoting process Develop process flow and standard labor hours Complete transfer of equipment / processes from another Metzeler facility using “critical path” timeline management (Microsoft Project)



Schlegel / BTR

• Quality Assurance Engineer

  • May 1987 - Oct 1998

  Responsible for overseeing product quality and process improvements in Extrusion, CTL and injection molding processes. Report quality metrics for all assigned products. Implement SPC in production areas as assigned Represent company and support customer issues in their assembly plants Root Cause analysis on non-conforming product FMEA Responsible for overseeing product quality and process improvements in Extrusion, CTL and injection molding processes. Report quality metrics for all assigned products. Implement SPC in production areas as assigned Represent company and support customer issues in their assembly plants Root Cause analysis on non-conforming product FMEA