• Provide training specifically for but not limited to Microsoft Teams, Microsoft SharePoint, Microsoft OneDrive, Microsoft Office 365 apps• Develop curriculum to train associates on use of Microsoft Suite• Effectively train on Microsoft Suite, including review and maintenance of a curriculum outline/design and documentation• Design and develop training programs including but not limited to job aids, presentations, quick reference guides and more• Work effectively within training team to achieve a cohesive overall training program• Work with agency leaders and corporate operational leads to target training to meet user needs and develop implementation strategies that conform to corporate goals and best practices• Work with delivery managers and analysts to improve workflows and document those changes• Proven business experience including developing/implementing change management activities• Evaluate, recommend, and assist in implementation and development of tools and performance measures to facilitate on-going associate performance and business process improvements• Analyze training programs by examining learner's satisfaction levels, proficiency testing, and job performance and use the results to improve current procedures• Perform duties in support of data integrity, technology, innovation, and staff development as requested• Work collaboratively with project team members within and outside department to ensure highest possible efficiency and effectiveness• Develop and manage relationships with key vendors• Provide leadership and mentoring to staff members

• Work with stakeholders to develop and monitor new product and solutions support training curriculum and roadmaps for new products• Work with worldwide service enablement, development teams, contact centers and service providers to organize and host train the trainer sessions• Design and develop e-learning assets and instructor-led course curriculum• Work with SMEs to develop training content• Revise learning modules, course materials and content as necessary to improve the overall learning experience• Provide consultative services and act as a liaison with cross-functional work teams, key stakeholders, and SMEs to develop course specifications and gather course content• Assist in development of effective and sustainable learning assets, curriculum, and programs, leveraging the latest course authoring technologies• Expand scenario exercises to reinforce the learning experience• Develop online training simulations and interactions

• Update and deliver learning platforms by assessing, evaluating, and/or designing, and aligning potential solutions to keep offerings relevant and timely • Customize curriculum based on business unit need, creating multiple levels of technical training• Deliver virtual and instructor-led learning sessions• Create training material in written form and as learning videos/skill paths• Created and delivered weekly new hire technical training • Evaluate effectiveness of training programs through comparison metrics (Excel and Power BI) making changes as needed to ensure desired learning results are achieved• Reported metrics to leadership groups within the organization• Collaborate with management and stakeholders to grasp overall goals and achieve understanding of company’s needs and values• Strengthen company adoption campaign to boost interest and utilization of Office 365 focusing on collaboration applications such as Microsoft Teams, OneDrive, and SharePoint• Build relationships with architects creating learning roadmaps to anticipate content updates or new training offerings• Serve as liaison between end users, software engineers and technical support staff

• Created and delivered Amisys and Provider Pricing curriculum for Configuration Department and Health Plans• Created and delivered SQL and Microsoft Excel curriculum for Configuration Testing analysts and Health Plan analysts• Evaluate effectiveness of training programs by auditing analyst configuration and coordinate training initiatives (ServiceNow) to identify and create corrective actions• Develop and incorporate organizational best practices into business application training• Maintain training resources and support sites (SharePoint)• Documentation team lead converting Health Plan work processes into Visio workflows for PEGA development