• Collaborate cross-functionally to develop a company-wide training program to include employees in the field as well as in the office environment.• Design, develop, prepare and maintain training materials, including online classes and interactive training materials for employees across multiple locations.• Utilize various existing curriculum and training resources to create a comprehensive technical and non-technical program.• Compile outside resources with focus on impact of training strategies.• Review and evaluate existing curriculum and course content.• Provide input into the needed processes to deliver quality training content in multiple field locations.• Assess and plan for the design, development and delivery of curriculum.• Project Management practices with focus on progress tracking and collaboration through managing of multiple projects.• Evaluate staff training needs and coordinate appropriate programs.• Translate company requirements into courses that will prepare employees for the next step of their career path.• Evaluate effectiveness of training programs using surveys and relevant data to revise instructional methods. • Maintain employee training records and curriculum database. • Plan and coordinate internal training events as required, mange Learning & Development initiatives.• Process-driven automation & analysis in maintaining and evaluating overall outcomes.• Subject matter expert in the Learning Management System (LMS)

Delivering customer service to clients in learning data processing through the utilization of ServiceNow and SuccessFactors programs.Managing accurate submission of large scale learning data projects to meet and exceed required deadlines.• Administer data processing of learning histories in SuccessFactors. Provided one-on-one customer service to ensure all needs and service tasks were completed meeting contract requirements. • Utilized ServiceNow in tracking of tasks and managing 99% accuracy and 0% breach on service tasks completions as per service standards contract. Troubleshoot and follow up on outstanding items weekly, working closely with management to maintain and surpass service level agreements.• Manage course and curricula creation/deactivation as well as administering assignment and changes in learner profiles and requirements. • Maintaining SucccessFactors learner profiles via information submitted by management to create accurate record of learning history, curriculum changes, and all included learner profile data. • Attend all required training for keeping abreast of changes to processes and maintaining proficiency in system administration and all job related materials. • Research and work collaboratively with management and LMS teams to resolve issues directly related to processing errors and/or functionality issues.

Expert understanding of and providing client training on ServiceNow and SuccessFactors requests and processes in tracking of tasks and managing 99% accuracy and 0% breach on service tasks completions as per service standards contract. Troubleshoot and follow up on outstanding items weekly, working closely with management to maintain and surpass service level agreements.Ensuring deliverables are high quality through managing all end-to-end inputs (requests, reports, analysis) from Learning professionals and/or business areas with needs for new, modified or periodic reviews of training courses, curricula or course/curriculum assignment requests. Creating, submitting, and monitoring data requests to set up or modify training courses, curriculum, course assignments, contractor LMS access, learner metadata, instructors and scheduled training sessions in a Learning Management System (LMS).Oversee report creation and dissemination to business partners for the use in supporting changes and on-going monitoring of curriculum and learners. Run reports in the LMS and/or the Request Management System that will be used in the planning for changes or to support on-going monitoring of training courses, curriculum, course assignments, instructors, learners, and scheduled training sessions.Managing and monitoring of transaction data trackers and metrics to ensure information, not attainable by LMS and/or the Request Management System, is captured correctly and fully and processes are on track to meet deadlines. Performance of quality audits of processing requests for accuracy and identifying trouble areas, reporting on issues and supportive of corrective action as needed.Monitoring and triage of client-owned Shared Mailboxes and Collaborator Sites. Uploading, modifying, and archiving documents in a shared directory. Transferring course content into a newly formatted template for processing and compliance purposes.

Collaborated with Nationwide Hiring Managers regarding on boarding contract workers for 42 locations. Registered over 130 new hires over 9 months into various required HR and compliance programs with increased efficiency and timely on-boarding process utilizing self-identified workflow change improvements.Owned creation and management of contract personnel training files, monthly reporting and key performance indicators (KPI) metrics related to compliance and training record ensuring certifications and company requirements are kept current driving contract consistency and sustainability. Developed data tracking dashboard for learner metric reporting, capturing contract performance, and performance gaps which improved overall data collection and accuracy in performance management.Administered internal Learning Management System and SuccessFactors, leading to increased compliance completion of 350 fixed-term contractors via remote training accesses. Ensured direct success of new hires in training and company policy understanding. Managed confidential compliance covering 42 nationwide office locations including training tracking. Improved overall tracking process and data collection through utilization of Outlook calendar reminders and implementing reporting functions in data collections.Administered all contract functions with key personnel of both parent and contractor company to ensure all requirements and metric points were being met and delivered timely. On a monthly basis created and submitted complex employee data reports to National Accounts Manager ahead of scheduled deadline for timely submission.Facilitated and created virtual training for new hires via skype and software screen shares, ensuring full understanding of software processes and signing off on completions for credit. Anticipated learning and performance issues leading to creation of new guidelines and development of new training to support user understanding and fill learning need gaps.

Worked closely with Directors in HR, IT , and Compliance on various special projects as front line employee contact of HRIS implementation. Redeveloped process of new hire on boarding to ensure all new staff requirements were in place timely and available by consulting with HR staff leading to an increase in efficiencies and a smoother implementation of a new HRIS.Owned creation of materials for system updates and technical usage guides end users of HRIS including employee, member of management, and executives providing oversight on self-service transactions. Maintained human resources documents, such as organizational charts, directories, or performance management forms. Acted in backup roll for Payroll, Generalist, Recruiting, and HR Training Specialist and gained familiarity with HR Operations and full life cycle onboarding.Delivered bi-weekly new hire orientation and follow-up to ensure a smooth on-boarding process in partnership with other key functional stakeholders regarding retention, training, benefits, engagement and overall employee success support.Engaged in performance appraisals and employee data changes encompassing self-service transactions management, audits and ad hoc reporting, and staff troubleshooting and training on system utilization.Processed new hires for successful onboarding including compliance documentation, I-9, DCS and criminal history background checks; Acted as a resource to employees throughout the employee life cycle from on-boarding to termination through auditing of new hire paperwork, training, and all documentation required for accurate and efficient onboarding.Served as adviser for employees and answered questions regarding technical programs, policies and procedures with a focus on using and maintaining accurate and confidential up-to-date compliance records, audit trails, personnel policies, Relias training records, invoice processing, handbooks, and manuals.

• Consulted with AR and IT personnel on improvements to billing program and technical issues. Corrected processing issues cutting down time for billing department due to software hiccups.• Reconciled large contract accounts of over $100,000 monthly for 11 months. Increased collection of outstanding debts to bringing 5 contract accounts current and bringing down aging rates.• Collaborated with Case Managers, Outpatient Directors, and Government agencies for billing accuracy and audits of consumer services in line with Medicaid regulations. Decreased overall fraudulent billing factors to DCS, Recovery Works, and Choices by serving as a Subject Matter Expert for billing regulations.• Liaised with State Auditors, Government Finance officials and Director of Access to implement new contract billings and regulations. Successfully met tight billing deadlines of 7 days for recovery of Government reimbursement funds.

• Administered improvement changes in Standard Operating Procedures from support staff statewide. Improved collections process leading to increase in collection of outstanding consumer debt, increased efficiency and training of new staff.• Managed 15staff calendars by consulting with key staff on working hours and prioritizing responsibilities. Successfully increased turnaround time for appointments as well as time management of staff.• Implemented additional software functions for scheduling. Trained 50 support staff on utilizing of MedInformatix scheduling software.• Front line for consumer contact through face-to-face, telephone, and written correspondence.• Collected payments and ensure account accuracy as well as educating and insurance policies and coverage.• Managed scheduling and support for 3 departments and over 500 consumers.• Implemented file organization system as well as intake process of new registering consumers.

Life Skills instruction and case management services for adults with severe mental illness by ensuring clients are able to continue to live independently and maintain appropriate levels of self care. Taught clients skills required to maintain mental health symptoms related to medication management, hygiene, and health and nutrition. Maintained adequate Medicaid/Medicare records of treatment and ensure client’s State health care and income benefits remained current. Including regular chart/service audits for billing regulations.Managed client finances.Maintained upmost compliance with HIPAA and other state confidentiality requirements within EMR and various applications.

Assignment prepration, education leadership, interpretering, student tutoring, classroom organization