Lauren Irving
Training Associate III at Policygenius Inc.- Claim this Profile
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Bio
Credentials
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Investments I: Fundamentals of Performance Evaluation
CourseraApr, 2023- Nov, 2024 -
Project Initiation and Planning
CourseraApr, 2023- Nov, 2024 -
Financial Accounting: Advanced Topics
CourseraMar, 2023- Nov, 2024 -
Empathy and Data in Risk Management
CourseraFeb, 2023- Nov, 2024 -
Financial Accounting: Foundations
CourseraFeb, 2023- Nov, 2024 -
Empathy, Data, and Risk
CourseraJan, 2023- Nov, 2024 -
Instructional Design Foundations and Applications
CourseraJan, 2023- Nov, 2024 -
Firm Level Economics: Markets and Allocations
CourseraDec, 2022- Nov, 2024 -
Managing the Organization
CourseraDec, 2022- Nov, 2024 -
Designing the Organization
CourseraNov, 2022- Nov, 2024 -
Firm Level Economics: Consumer and Producer Behavior
CourseraNov, 2022- Nov, 2024 -
Exploring and Producing Data for Business Decision Making
CourseraSep, 2022- Nov, 2024 -
Inferential and Predictive Statistics for Business
CourseraSep, 2022- Nov, 2024 -
Leading Teams: Building Effective Team Cultures
CourseraSep, 2022- Nov, 2024 -
Leading Teams: Developing as a Leader
CourseraAug, 2022- Nov, 2024 -
Learn from Home: Jira Administration Part 1
AtlassianJul, 2020- Nov, 2024 -
Learn from Home: Jira Administration Part 2
AtlassianJul, 2020- Nov, 2024 -
Learn from Home: Jira and Confluence Together!
AtlassianJul, 2020- Nov, 2024 -
Learn from Home: Jira Essentials
AtlassianJun, 2020- Nov, 2024 -
Learn from Home: Jira Essentials with Agile Mindset
AtlassianJun, 2020- Nov, 2024 -
Insurance Agent (Insurance Producer), Life
North Carolina Department of InsuranceNov, 2020- Nov, 2024 -
Insurance Agent, Accident, Health, Life, Variable Life & Variable Annuities
North Carolina Department of InsuranceMay, 2022- Nov, 2024
Experience
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Policygenius
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United States
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Insurance
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300 - 400 Employee
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Training Associate III
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Feb 2023 - Present
Life Operations learning and development specialist focused on onboarding and upskilling Operations employees.
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Customer Engagement Associate II and III
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Sep 2021 - Feb 2023
• Built and maintain new learning and development plan, framework, tracking system for all training resources, participants and special projects using ARSCI model and Excel, with regular reports to stakeholders. • Reduced trainer-led hours between 40-53% per training week using redeveloped self-guided training. • Developed and implemented cross-training of a two-team merger in 60 days while onboarding 10 new employees with content developed in Lessonly, Articulate Rise 360, Google Suite, and Microsoft Office. • Averaging 87 cases worked per day via email, SMS, secure message, and calls, including escalation team cases. • Facilitate individual/small/large group learning experiences including structured, AMA and drop-in sessions.• Created calendaring systems to track each training week to allow for faster and uniform scheduling for all participants. • Assist Team Leads with performance management of under performers through call listening and feedback, including direct coaching for the employee, and collaboration with the Team Lead. One employee went from an average of 8 cases/5 calls/day to 40 cases/30 calls/day in 90 days, the expected team metric. •Tracked trainer qualifications and time in production to highlight training impacts on performance and clearly define which individuals were qualified to lead a session. • Collaborated with other principals and managers across Life Operations to coordinate cross-team project implementations. Show less
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Customer Success Associate I
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Nov 2020 - Sep 2021
• Implemented tracking and quality assurance protocols to ensure documents were released to clients accurately as AIG launched their new DocFast delivery platform. Updated existing training documentation and wrote new documents to support new employees and rectify gaps in training resources for all team members. • Offered daily coaching and guidance to team members for accurate and timely handling of cases.• Created new and audited existing training and documentation better support for the team. • Discovered and analyzed internal and external roadblocks which were escalated to leadership as well as external players to increase efficiency and improve customer satisfaction. Show less
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Little River Computer Service
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Hillsborough NC
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Owner
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Apr 2001 - Aug 2003
• Provided technical support for clients, including IBM, GSK, and Blue Cross Blue Shield. • Spearheaded on-site account management, contract negotiation, quoting, and staff instruction. • Established local site policies on system use and service for clients. • Developed classes and documentation for internal and external users. • Corporate Accounting, Billing, and Accounts Payable and Receivable. • Provided technical support for clients, including IBM, GSK, and Blue Cross Blue Shield. • Spearheaded on-site account management, contract negotiation, quoting, and staff instruction. • Established local site policies on system use and service for clients. • Developed classes and documentation for internal and external users. • Corporate Accounting, Billing, and Accounts Payable and Receivable.
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Sherrill McLeod Consulting
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Chapel HIll NC
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Senior System Engineer
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Oct 2000 - Apr 2001
• Provided technical support for clients, including IBM, GSK, BCBS NC, AATCC, and PSNC. • Spearheaded on-site account management, contract negotiation, quoting, and staff instruction. • Established local site policies on system use and service for clients. • Developed classes and documentation for internal and external users. • Created systems and forms for tracking all types of client work for better billing accuracy. • Provided technical support for clients, including IBM, GSK, BCBS NC, AATCC, and PSNC. • Spearheaded on-site account management, contract negotiation, quoting, and staff instruction. • Established local site policies on system use and service for clients. • Developed classes and documentation for internal and external users. • Created systems and forms for tracking all types of client work for better billing accuracy.
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Merant Interactive Services / The Marathon Group
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Morrisville, NC
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System Engineer
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Aug 1998 - Oct 2000
• Provided technical support for clients, including IBM, GSK, and Blue Cross Blue Shield. • Spearheaded on-site account management, contract negotiation, quoting, and staff instruction. • Established local site policies on system use and service for clients. • Developed classes and documentation for internal and external users. • Created systems and forms for tracking all types of client work for better billing accuracy. • Provided technical support for clients, including IBM, GSK, and Blue Cross Blue Shield. • Spearheaded on-site account management, contract negotiation, quoting, and staff instruction. • Established local site policies on system use and service for clients. • Developed classes and documentation for internal and external users. • Created systems and forms for tracking all types of client work for better billing accuracy.
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Binghamton University
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Higher Education
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700 & Above Employee
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Lead Systems Analyst
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Dec 1996 - May 1998
• Provided one-on-one technical support for University faculty and staff. • Developed and taught computer workshops to faculty, staff, and students. • Provided first and second level Help Desk support. • Provided one-on-one technical support for University faculty and staff. • Developed and taught computer workshops to faculty, staff, and students. • Provided first and second level Help Desk support.
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Education
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2022 - 2024
University of Illinois Urbana-Champaign
Master of Business Administration - MBA, Business Administration, Management and Operations -
1992 - 1995
Binghamton University
Bachelor of Arts - BA, Film/Cinema/Video Studies
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