Andrea Baxter Email & Phone Number

Dallas-Fort Worth Metroplex

Plano, Texas

In this role, I created and delivered educational content for new hire training and updated current employee training modules to increase service and agent productivity at a dental support organization serving over 350 offices nationwide. I developed recurrent training curriculum, and updated training manuals, policies, and procedures, while keeping them current with system changes, guidelines, and/or procedures. I also compiled metrics to measure participation in and effectiveness of education and training programs.Key Accomplishments:✰ Developed an annual training and education plan, created and maintained training materials, and conducted all training courses, increasing quality assurance scores by 3%.✰ Engaged with employees to understand educational needs, providing recommendations for applications to align with organizational goals.✰ Implemented metrics to track QA performance at the site, team, and individual level, providing management with detailed insight into program success factors.✰ Performed in depth analysis of QA data, adjusting training curriculum and creating recurrent training based off QA trends.✰ Conducted training sessions on skills development and provided coaching to agents, improving QA results for all agents.✰ Coordinated and facilitated call and e-mail calibration sessions for call center staff, increasing staff knowledge and customer satisfaction scores.

Plano, Texas, United States

For this position, I facilitated new hire and recurrent training courses, including creating training presentations and guides, and designing and maintaining new policies and procedures, training manuals, curriculum, and coaching sessions. Additionally, I liaised with vendors and internal stakeholders to ensure accurate and effective training content, and delivered instructor-led classroom training to agents based on feedback.Key Accomplishments:✰ Onboarded and trained over 40 hew hires per year, leading all classroom instruction to endure delivery of information was consistent with company objectives.✰ Decreased classroom training time by 40% from 15 business days to 8-9 business days.✰ Partnered with management team to shape ongoing strategy for training program, establishing new courses and materials to meet the growing needs of employees.✰ Supervised, coached, and evaluated new hires, counseling where needed to address areas of improvement.✰ Supported operational teams in learning and development through automation, targeted learning systems, and analytic insight.

Plano, Texas, United States

At ZeOmega, I provided end-to-end project management for learning and development initiatives, including new hire orientation, technical, and career development trainings for company developing population healthcare management software. I supported the learning and development cycle from concept to delivery and evaluation. Also, I evaluated and made recommendations on training material and methodology. Key Accomplishments:✰ Increased client satisfaction by 90%, assuring staff were better educated/trained on software and processes.✰ Developed new training program for new hires, revising method and delivery of training material to increase employee engagement and satisfaction with training program.✰ Identified and sourced internal and external learning and development programs to address training needs, including implementation of Captivate and BizLibrary Learning and Management System (LMS).✰ Served as development advisor in the area of strategic talent management, development, and career development, consulting with leadership on new programs and initiatives to impact employee success.✰ Identified and validated learning needs, development, and delivery of appropriate solutions, incorporating evaluation and feedback to facilitate continuous improvement of company standards.

Plano, Texas, United States

For this position, I served as the liaison between clients and the technical support team to provide service and product troubleshooting by evaluating and researching client issues. I triaged user queries via chat, email, and phone, and routed them to the appropriate team members. I mobilized resources internally to meet customer needs, prioritized incoming requests, and sustained customer satisfaction and loyalty. I also tracked key milestones, project risks, issues, and deliverables, and managed stakeholder expectations.Key Accomplishments:✰ Built strong client relations, maintaining partnerships with same clients over 5-year period in the position.✰ Consistently held an issue/ticket closure rate of 95%, delivering on client expectations for swift product solutions.✰ Gathered requirements and prepared scenarios in care management application, supporting sales and demo team in proof of concept efforts.✰ Engaged with customers through detailed questions and carefully listened to fully comprehend product issue, accurately identifying best avenue for resolving the problem. ✰ Researched customer problems and concerns, increasing personal knowledge and familiarity with supported product to provide highest level of support possible.