Ashley Pesek Email and Phone Number

• Supervisor of 14 Medicare Call & Claim Coaches • Knowledge Mentor • Participant and co-leader of AZ Medicare Leadership Connection Meetings• Create, improve, and maintain KnowledgeXchange• Increased KCS Progression through KCS Progression Profiles & Presentation• Coordinate & promote adoption and sustainment of Knowledge-Centered Service

• Point of Contact & Liaison to Client, Claim and Call leaders around Facilitator needs• Design & Maintenance of Emerging, Intermediate, Mastery, & Training Assistant curriculum• Curated & Delivered SME/Training Assistant workshops.• Onboarding for new Facilitation Lead• Manage SharePoint site for public resources• Designed & Maintains Iris site with public and private resources• GSP curriculum on Virtual Capabilities• Ongoing Observations of trainings for all Facilitators in Claim, Call and Client.• Supporting coaching sessions to improve Facilitation Skills• Monthly/Bi-Monthly Trainer All-In meetings to support Facilitation Academy Core Concepts• Knowledge of Adult learning methods and principles, such as ADDIE model and Design Thinking

• Virtually facilitated classes that ranged from 4 to 24 learners• Facilitated a multitude of products including One Guide, Medicare Advantage Arizona, Proclaim, Digital Operations, and Quality Performance Coaching (QPC)• Partnered with Coaching to improve retention of course material by learners• Collaborated with peers and curriculum designers to create and adapt Digital Operation curriculum• Expedited curriculum creation for Digital Operation Up-trainings • Mentored new Trainers by helping to set up classes and onboarding for new hires• Created over 100 articles for KnowledgeXchange• RTS for new hires in OJT

• Inbound Calls for Proclaim, Choice Fund, & Digital Operations• Assisted real time chat support to triage with advocates for live calls• Collaborated with training to SME multiple classes• Escalated lead- handled supervisor calls• Outbound Calls

• Hiring/Recruitment.• Set and monitored customer service targets and employee productivity.• Developed training modules to help develop Shift Managers• Inventory Management• Tracked shift targets.

• Oversaw a team of 7 Shift managers and 64 crew.• Hiring/Recruitment• Scheduling of crew and shift managers• Set and monitored customer service targets and employee productivity.• Developed training modules to help develop Shift Managers• Inventory Management• Tracked shift targets. • Reduced turnover and boosted employee morale by implementing motivational strategies.• Partnered with community leaders to leverage marketing opportunities