Insurance Instructor

• Sep 2018 - Present

• Host Pre-Licensing Education classes via webcast and in various locations throughout the USA. • Host Pre-Licensing Education classes via webcast and in various locations throughout the USA.

Training and Development Consultant

• Mar 2014 - Present

- Designing, refining, reviewing and updating clients training curriculums. - Conducting "Train the Trainer" sessions for clients with an existing training staff, conducting the training for clients without an internal training staff. - Specializing in Medicare, ACA, AHIP, Sales, Customer Service and Pre-licensing courses for students preparing to take the state exam for an insurance license (multiple states) - Designing, refining, reviewing and updating clients training curriculums. - Conducting "Train the Trainer" sessions for clients with an existing training staff, conducting the training for clients without an internal training staff. - Specializing in Medicare, ACA, AHIP, Sales, Customer Service and Pre-licensing courses for students preparing to take the state exam for an insurance license (multiple states)

Director of Education and Licensing

• Apr 2016 - Aug 2017

• Host Pre-Licensing Education classes in various locations throughout the USA. • Recruit, hire and train team of qualified instructors throughout the USA. • Prepare and approve annual master PLE schedule for training. • Research and secure provider status in various states (where applicable) or secure a provider (School/instructor) within the state for valid instruction to meet state requirements for pre-licensing education. • Research and secure the best possible “training package” to continually improve pass rates while keeping cost low. • Research licensing information by state to keep accurate information on state licensing data sheets for easy reference; frequent the DOI website through the candidate handbook and solid partnerships with contacts within the state or testing providers. • Research testing and Fingerprinting providers by state to stay updated on any changes in the process from season to season. • Secure training space in all locations staying within budget and negotiate agreements • Ensure all branding is updated to reflect directional signs, welcome, agenda (with updated materials annually by state.) • Ensure all classroom supplies are ordered. • Check in with instructors on weekly challenges and successes; give direction and praise. • Host open weekly communication with Program Manager in regards to class size and quality. • Host annual summary meeting after season over with all instructors to gather feedback and work on improving the program through the off season. Show less

Customer Service Supervisor

• Jan 2015 - Apr 2016

- Managed team of 15-25 Customer Service Reps in exceeding department expectations through bi-weekly and monthly meetings to discuss individual performance. Also maintained metrics by integrating group coaching sessions to ensure consistent feedback despite higher call volumes. - Worked with department leadership team on yearly phone quality upgrades. Once in place, developed excel score sheets for Customer Service that tracked all relevant metrics. - Leader of an action team focused on improving efficiency throughout the department. Monitored interactions and developed trainings to enhance the representative’s awareness of their average handle time, department service level and answer rate. Also worked with director and workforce group to oversee representative’s paid time off and company holidays. - Partnered with Customer Service Manager to lead a project to develop a Customer Service Certification process. This was a new process to ensure all CSRs have a consistent knowledge level of our program to improve customer satisfaction while enhancing career development within department. - Led multiple projects designed to increase customer engagement including Quality Guidelines redesign, contributed to New Hire Training and development of funnel technique to ensure efficient conversations with customers. - Served as project lead for redesigning the Customer Service scorecard. This resulted in enhancements to the scorecard which allowed for improved tracking of performance and reduced effort to compile metrics. - Conceptualized and outlined and mapped out an internal online training program for internal career advancement that was the basis for our internal online education program. Show less

Lead Trainer/Senior Supervisor

• 2008 - Dec 2014

• Instructor for Life, Health/Accident license training, Siebel, Medicare, enrollment and proprietary systems. (25-65 students per class and over 70% pass rate on the Prometric state exam). • Create and instruct classes/training for existing agent improvement and continuing education. • Alert management to developing trends on the sales floor with proposed corrective action. • Responsible for monitoring and coaching 200+ sales floor agents. • Supervise sales floor and enrollment areas, answer questions, monitor and coach agents and supervisors as needed in order to ensure smooth operation of enrollment and sales floor. • Investigate and correct MAPD application errors before they become CMS violations. • Maintain expert level knowledge in Medicare/AHIP/HIPAA/CMS/ACA policies and changes. • Research and resolve complaints to CMS, application errors, and hold calibration sessions for client. Show less

Independent sales representative

• 2008 - 2009

Department Manager/On Air Talent

• 2007 - 2009

Credit Manager

• 2007 - 2008

Wholesale Supervisor

• 2000 - 2006