Experience

American Auto Shield

• United States
• Vehicle Repair and Maintenance
• 200 - 300 Employee

• Customer Service Training Supervisor

  • Jul 2021 - Oct 2023

  United States

• Corporate Trainer II

  • Mar 2021 - Jul 2021

  United States



Ascensus

• United States
• Financial Services
• 700 & Above Employee

• Training and QA Specialist

  • Aug 2018 - Mar 2021

  Tucson, Arizona

• SSRP Client Services Manager

  • Sep 2019 - Feb 2021

  Tucson, Arizona Area



Sequential Technology International

• United States
• Telecommunications
• 400 - 500 Employee

• Training Manager

  • Dec 2017 - May 2018

  Tucson, Arizona

• Trainer III

  • Dec 2016 - Dec 2017

  Tucson, Arizona Previously Synchronoss Technologies. - Assisted with interviewing Training Candidates to fill open training positions. - Re-design and Re-write existing Training Syllabus, Training Courses, Training Guides, and Assessments to modernize with ATD and Training Industry standards. - Propose the launch of an LMS (Learning Management System) to streamline work flow and produce more effective, organized, and timely workflow. - Draft and propose SOP (Standard Operating Procedures) for… Show more Previously Synchronoss Technologies. - Assisted with interviewing Training Candidates to fill open training positions. - Re-design and Re-write existing Training Syllabus, Training Courses, Training Guides, and Assessments to modernize with ATD and Training Industry standards. - Propose the launch of an LMS (Learning Management System) to streamline work flow and produce more effective, organized, and timely workflow. - Draft and propose SOP (Standard Operating Procedures) for proper procedure of training interactions, transition from training, trainer set up and staging, training room machine maintenance, and evaluations communications. - On boarded and provided Train the Trainer sessions for both guest and new Trainers. - Maintained optimal flexibility for new hire and existing employee training. - Delivered multiple sessions of Train the Trainer program written by myself and approved by leadership. - Developed and launched the first STI Employee Recognition Committee for ongoing recognition of employees. - Completed international travel to both Kingston, Jamaica and Montreal, Quebec, Canada for training facilitation. - Started on boarding and ramp up of new Trainers, Leaders, and Agents while working directly with our business partners in leadership. - Communicated best practices and skills to match Training Industry standards. Including providing links to resources to help with ongoing education and skills required for daily job duties. - Completed transition of business from Synchronoss to STI IN December 2016.



Synchronoss Technologies

• United States
• Telecommunications
• 700 & Above Employee

• Operations Trainer III

  • May 2016 - Dec 2016

  Tucson, Arizona Area • Continue to Train new hires for open positions supporting At&T lines of business. • Partner with Operations leadership to ensure ongoing updates are documented and communicated in training. • Maintain professional example as leadership role for new and existing employees. • Set up and facilitate T3 sessions for on boarding new Trainers. • Maintain flexibility in cross trained programs and lines of business to support training need. • Propose Training Syllabus and Instructional… Show more • Continue to Train new hires for open positions supporting At&T lines of business. • Partner with Operations leadership to ensure ongoing updates are documented and communicated in training. • Maintain professional example as leadership role for new and existing employees. • Set up and facilitate T3 sessions for on boarding new Trainers. • Maintain flexibility in cross trained programs and lines of business to support training need. • Propose Training Syllabus and Instructional Design opportunities for overall improvement of new hire and recursive training. • Develop and launch agent growth for training and assistance in training.

• Operations Trainer I

  • Feb 2015 - Dec 2016

  Tucson, Arizona Area • Train new hires for open positions supporting AT&T lines of business. • Deliver updated or recursive training to existing staff. • Monitor new hire attendance in training and communicate as needed. • Meet performance goals for training statistics between class attendance and attrition. • Formalize team building with ongoing Training / Operations meetings for pre and post training strategy. • Propose new and creative training strategies for best results to support business… Show more • Train new hires for open positions supporting AT&T lines of business. • Deliver updated or recursive training to existing staff. • Monitor new hire attendance in training and communicate as needed. • Meet performance goals for training statistics between class attendance and attrition. • Formalize team building with ongoing Training / Operations meetings for pre and post training strategy. • Propose new and creative training strategies for best results to support business needs. • Propose need for virtual training in appropriate environment to support business needs and save revenue for maximum utilization of Trainer talent and delivery. • Maintain ongoing training room machine and equipment maintenance with technical updates, software updates and proper machine maintenance for optimal training and operational environment. • Maintain flexible work schedule to support Operations schedules communicated during recruitment. • Inventory training room supplies and order in a timely manner as needed. • Partner with Operations leadership to ensure ongoing updates are documented and communicated in training. • Maintain professional example as leadership role for new and existing employees. • Promoted to Trainer III in May 2016



VXI Global Solutions, LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Trainer

  • May 2014 - Nov 2014

  Tucson, AZ While preparing the launch of a new location in Tucson, AZ, VXI hired many employees to open their new center to help support sales in DirecTV products and services. • Prepare for new site launch in Tucson. • Cross training for sales of DirecTV products and services. • Deliver new hire training to all new hires. • Continue ongoing training support during "nesting" of new hires post classroom delivery. • Monitor calls of each new hire and provide feedback. • Report daily… Show more While preparing the launch of a new location in Tucson, AZ, VXI hired many employees to open their new center to help support sales in DirecTV products and services. • Prepare for new site launch in Tucson. • Cross training for sales of DirecTV products and services. • Deliver new hire training to all new hires. • Continue ongoing training support during "nesting" of new hires post classroom delivery. • Monitor calls of each new hire and provide feedback. • Report daily class attendance and attrition. • Put BEST! DirecTV training into practice. Continue support alongside Operations teams in ongoing team huddles. • Support Operations team with handling phone calls as needed. Show less



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Training Delivery Supervisor

  • Aug 2012 - May 2014

  Tucson, AZ Part of an award winning team, our OptumRx Learning organization is recognized by ASTD Best in Training award four times in a row. Inspiring Trainers each day to welcome new hires and existing employees to strive to be their best and practice the United culture. Recipient of Total Trainer Certification on September 20th, 2013 offered by The Training Clinic, Costa Mesa, CA. • Opened new Tucson site and set up 7 training rooms for full new hire ramp season. • Hire team members to fill… Show more Part of an award winning team, our OptumRx Learning organization is recognized by ASTD Best in Training award four times in a row. Inspiring Trainers each day to welcome new hires and existing employees to strive to be their best and practice the United culture. Recipient of Total Trainer Certification on September 20th, 2013 offered by The Training Clinic, Costa Mesa, CA. • Opened new Tucson site and set up 7 training rooms for full new hire ramp season. • Hire team members to fill open requisitions for Training staff. • Build annual performance goals for each team member and groom to growth path desired. • Conduct bi-weekly One on One sessions to engage in open dialogue and communication. • Report metrics weekly through appropriate sites for training tracking and recording purposes • Track and record all training activities in SharePoint training calendar and completion tracker. • Distribute Daily Training Report to all leadership staff each day. • Cover for Training Supervisors out of the office as needed. • Maintain ASTD memberships and support the team’s participation in Training activities and local events. • Monitor team’s schedule adherence and enforce attendance policy. • Coordinate ongoing training projects and new hire classes in conjunction with trainer availability. • Inventory training room supplies and order in a timely manner as needed. • Maintain training room computers and replace as needed (ie: IT help desk tickets) • Create and implement team building activities and exercises for strong team efficiency and quality. Monitor team’s schedule adherence • Positive behavior throughout challenging situations. • Flexibility within a constant changing environment. Show less



Synchronoss Technologies

• United States
• Telecommunications
• 700 & Above Employee

• Team Lead

  • Aug 2011 - Aug 2012

  Tucson, AZ • Built a strong team environment while measuring behavior, ongoing data infrastructure, launching coaching sessions and clear communication. • Positive behavior throughout challenging situations. • Flexibility within a constant changing environment. • Trained, coached and mentored staff to ensure smooth adoption of new program. • Providing assistance when experiencing heavy call volume. • Researching additional information to assist answering questions from agents… Show more • Built a strong team environment while measuring behavior, ongoing data infrastructure, launching coaching sessions and clear communication. • Positive behavior throughout challenging situations. • Flexibility within a constant changing environment. • Trained, coached and mentored staff to ensure smooth adoption of new program. • Providing assistance when experiencing heavy call volume. • Researching additional information to assist answering questions from agents. • Ongoing recorded call review and feedback in each coaching session. • Implemented innovative programs to increase employee loyalty and reduce turnover. Show less



FirstScript /Coventry Healthcare

• Associate Service Center Trainer

  • Jul 2006 - May 2011

  Investigate and build new Training Materials based on accounts for Call Center. • Train incoming New Employees on specific accounts they were hired for in a classroom setting. • Conduct New Employee overviews with Human Resources Create ongoing training sessions regarding Leadership, HIPAA Compliance, Dress Code, etc. • Drive Quality Assurance Calibration sessions for Managers. • Listening and scoring the calls. • Assist in building new QA scoring documents… Show more Investigate and build new Training Materials based on accounts for Call Center. • Train incoming New Employees on specific accounts they were hired for in a classroom setting. • Conduct New Employee overviews with Human Resources Create ongoing training sessions regarding Leadership, HIPAA Compliance, Dress Code, etc. • Drive Quality Assurance Calibration sessions for Managers. • Listening and scoring the calls. • Assist in building new QA scoring documents. • Apply the use of recognition programs to the Call Center. • Assisted with hiring and self-trained 50 agents for launch of new client in 1 1/2 months while only Trainer on staff. Show less



Coventry Healthcare - First Script

• Service Center Trainer

  • Jun 2006 - Apr 2011

  Promotion achieved after necessary completion of additional tasks of the current



Medical Security Card Company (MSC), LLC

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Operations Supervisor

  • Dec 2005 - Jun 2006

  to Service Operations team for implementing call procedures, personnel issues, escalated calls, team building, positive reinforcement and always providing internal positive service. • Monitor Lucent Supervisor application. • Viewing all calls taking place within the Service Operations team. • Monitor attendance within the Service Operations team. • Continuously staying involved and engaged with Service Operations team to keep morale at a positive level… Show more to Service Operations team for implementing call procedures, personnel issues, escalated calls, team building, positive reinforcement and always providing internal positive service. • Monitor Lucent Supervisor application. • Viewing all calls taking place within the Service Operations team. • Monitor attendance within the Service Operations team. • Continuously staying involved and engaged with Service Operations team to keep morale at a positive level. • Follow up with Service Operations team regarding new process updates. • Developed and rolled out new policies. • Worked directly with Director of Operations to achieve successful training to contracted outsource.

• Quality Assurance Coordinator

  • Oct 2004 - Jun 2006

  Multi Task with Supervisor duties as well as conducting Quality Assurance procedures. • Submitting monthly reports in Quality Assurance to all Managers and Directors regarding team performance. • Coaching and providing feedback on Quality Assurance to Service Operations team agents. • Awarding appropriate team members with excellence awards as they have succeeded continuous advancement in the Black Belt Program.

• Lead Trainer

  • Apr 2002 - Dec 2005

  Train new employees to ensure knowledge of CRM, CTI, RxCMS (applications), CMS guidelines, and Outlook and Internet usage policies. • Ensure that all Service Operations Trainers are updated on new procedures and training guidelines as dictated by Service Operations Lead Team. • Trained current staff on CTI, Pricing Model/Pricing Model II and new call flow. • Created updated new employee training materials, documents for outsourced calls and ongoing training for… Show more Train new employees to ensure knowledge of CRM, CTI, RxCMS (applications), CMS guidelines, and Outlook and Internet usage policies. • Ensure that all Service Operations Trainers are updated on new procedures and training guidelines as dictated by Service Operations Lead Team. • Trained current staff on CTI, Pricing Model/Pricing Model II and new call flow. • Created updated new employee training materials, documents for outsourced calls and ongoing training for Service Operations team. • Oversee call floor in absence of Supervisors and conduct learning sessions during departmental meetings. • Maintain ongoing training of HIPAA compliance for employees. • Host Plan Sponsors, Marketing Services and IT while answering calls to provide a perspective regarding the call processes, performance and completion. • Answer inbound calls from customers and assist with pharmacy locations, and information regarding the savings card. • Chosen by the Service Operations Director to attend Stephen Covey's Leadership Skills Conference.