Brindaven Thomas Email & Phone Number

Lehi, Utah, United States

Sandy, Utah, United States

Worked closely with Operations leaders to create and maintain new hire training, continuing education and maintenance of internal knowledgebase. Design and develop training programs for various departments, including sales, customer service, and management, utilizing a variety of delivery methods such as classroom instruction and e-learning. Conduct training needs assessments to identify knowledge gaps and develop training objectives that align with business goals. Collaborate with subject matter experts to create and maintain training materials, including presentations, job aids, and e-learning modules. Utilize various training technologies, such as learning management systems (LMS), virtual classroom software, and e-learning authoring tools, to create and deliver training programs. Evaluate training effectiveness using various assessment methods, including post-training surveys and on-the-job observations, and modify training programs accordingly.

Sandy, Utah

Developed and implemented training programs for employees, agents, and claims processors, including onboarding, product training, compliance, and professional development Conducted needs assessments and analyzed training effectiveness to continuously improve training programs Worked with subject matter experts to create engaging and effective training materials, including e-learning, instructor-led training, and job aids Coordinated training logistics, including scheduling, registration, and delivery. Managed and maintained the learning management system (LMS) to ensure accurate tracking and reporting of training data.

United States

Conducted quality assurance evaluations of calls and interactions.Identified areas for improvement and provided feedback and coaching to agents and supervisors. Analyzed data and prepared reports to identify trends and patterns. Participated in team meetings to discuss performance and provide recommendations for improvement. Collaborated with supervisors to implement corrective actions and best practices. Trained new quality assurance associates on company policies, procedures, and quality standards. Troubleshoot recording or screen capture errors to retrieve and provide calls in compliance with client requirements. Compile calls viable for use in the training and production environments for education purposes. Track all incoming and outgoing calls requests with the correct disposition. Provide client services with results daily and progress of current workload to ensure turnaround timeframes are met based on compliance requirements. Create daily tickets with all requests provided to the client either through the NICE portal and/or client shared resources. Partner with Training, Operations, Quality, Business Enterprise Team and NICE contacts to ensure all aspects of this process are successfully completed.

Greater Salt Lake City Area

Leading the transformation of the training environment through interactive and engaging training exercises based on specific client driven curriculum. Designated lead for projects and training related to the Medicare Sales and Service industry, including project planning, assignments, curriculum development and organizing. Conducted onboard training for new associates. Provided in-depth training for billing, enrollment, claims, eligibility and pharmacy for new hire associates as well as upskilling of existing agents. Carried out training on specialized outbound campaigns to improve companies rating within a federal guideline. Reviewed and updated curriculum based on findings during the teaching process as well as feedback from our frontline agents, additional facilitators and Operations teams.

Salt Lake County, Utah, United States

Provided exceptional customer service to clients seeking information about their health insurance coverage and benefits Collaborated with internal departments to resolve complex customer issues related to billing, claims, and coverage Maintained accurate customer records and documentation to ensure efficient processing of claims Conducted research on healthcare regulations and policies to stay up to date on industry changes and updates. Assisted with training new customer support specialists and provided ongoing support to team members.

Fort Mill, South Carolina, United States

Trained and coached new team members on front end procedures and customer service skillsScheduled team members and ensured adequate coverage during peak hours. Conducted performance evaluations and provided feedback to team members. Resolved customer complaints in a professional and courteous manner. Managed cash handling procedures and ensured that cash handling policies were followed. Maintained a clean and organized front end area. Processed returns and exchanges for customers. Answered customer inquiries and resolved customer complaints in a professional and courteous manner.