Andrea Snouffer Email & Phone Number

Indianapolis, Indiana, United States

Indianapolis, Indiana

Indianapolis, Indiana

Brownsburg, Indiana

• Oversee the assessment of product and services, the correction of staff and product, and staff training• Responsible for defining, creating, managing, and maintaining the functional learning strategy that drives and enhances organizational capabilities • Accountable for the performance management and effective career development of personnel• Coach and develop individuals by communicating vision, setting objectives and expectations, providing coaching and feedback, and assessing and acting based on performance • Lead efforts to define, maintain, and troubleshoot curriculum assignments to support personnel needs• Consult with business partners to ensure individual training plans align with job responsibilities and compliance needs• Coordinate with department/division subject matter experts to establish training curriculums• Create metrics to set benchmarks, monitor progress, and set goals to exceed current benchmarks company wide• Lead and drive change through the implementation of policy and operational procedures• Manage the handling and monitoring of customer/client complaints and utilizes trending data to make recommendations for training and correction

Brownsburg, Indiana

• Managed the correction of staff and product by measuring the efficacy of policy and procedure, billing and operations practices, and overall satisfaction and service improvement• Conducted investigations to determine root cause of reported quality events and recommend policy, operational and course of action improvements to mitigate potential repeat events to corporate leaders and clients• Established project plans to resolve out points through the use of an error potential scales, corrective action, policy and operational improvement and implementation that align with current business goals• Maintained qualitative and quantitative data to monitor trending quality assurance incidents• Performed job analyses to determine areas for improvement to increase operational effectiveness through the revision of policy and procedure, training and certification• Implemented processes and programs company-wide with training and coaching at group and individual levels• Served as a cross-functional Subject Matter Expert (SME)• Conducted internal audits on employee knowledge and practice of established policy and procedures to promote continuous improvement and to identify training needs• Facilitated company-wide training in-services based on internal audit data• Oversaw the on boarding process to assist in the establishment of new employees by monitoring training and performance statistics

Evanston, Illinois

• Assisted in conducting G.A.P. analysis during company merger in order to develop action plan and ease upcoming transitional changes among the HR and Leadership team• Analyzed current operating state, of multiple clients and organizations, through the use of various tools and facilitation techniques (i.e. employee engagement surveys, focus groups, interviews) to identify gaps and areas of improvement• Utilized a systematic, data driven process to assess, evaluate, and recommend appropriate organizational solutions to Senior Management at a national association• Worked directly with clients to design, develop, and implement training courses to address performance gaps and ultimately increase clients’ internal capabilities• Facilitated focus groups to identify areas of training, retention, motivation, and engagement specific to the needs of the Millennial generation• Developed and implemented recruitment and selection tools (recruitment guide, structured interview guides, and orientation packets) to create an internal process for identifying high potential candidates • Performed a broad range of talent management components that encompass areas of selection, training, engagement, and coaching to attract, train, retain, and develop top talent. • Composed and presented multiple forms of communication to be administered on behalf of organizational leaders in support of company wide initiatives of change management, employee engagement, training, and 360 evaluations• Led staff in multiple projects while promoting a spirit of teamwork by empowering members to contribute in all facets of the work effort while also providing individuals opportunities to demonstrate their strengths• Promoted a work culture that emphasized continuous improvement throughout project life-cycles by frequently assessing the efficiency and effectiveness of the approaches used to improve products, services, or processes

M.A., Industrial/Organizational Psychology

B.A., Psychology

Activities and Societies: Research Assistant and Psi Chi Honors SocietyActive research assistant for 3 research assessments. Submitted two.