Ciara S. Email & Phone Number

Arlington, Virginia, Us

-Establish and manage a training program for 24/7 Global Support teams -Lead development and delivery of projects including New Hire Onboarding and product enhancements-Partner with tech support management for planning of training offerings -Assist with quality assurance reviews of call, email and chat interactions -Monitor linkage between curriculum and improved job performance

Arlington, Virginia, Us

-Provided support for in house established LMS, Adobe Connect and Zoom to students and faculty of over 70 university partnerships-Troubleshot student and faculty issues via phone, chat and email business channels-Collaborated with other departments as needed for root cause and final resolution of student and faculty issues

Baltimore, Md, Us

-Worked on IBM's UCM project team supporting training needs for The Center for Program Integrity (CPI) within CMS -Partnered with project members to gather business and system requirements from Executive Sponsors, Stakeholders and end users-Developed and maintained materials for communications and training on system enhancements -Delivered virtual training and demo sessions to userbase including CMS, MACs and UPICs -Quality review of learning materials including release notes, training plans, guides and video tutorials -Coordination and participation in User Acceptance Testing for select software releases-Provided technical support to presenters and participants during live sessions-Assist with maintenance and testing of data within training environments

Columbia, Maryland, Us

- Operated as Training Project Manager for Clinical, Compliance, Leadership, Divisional Ops and Recruitment Business Lines - Consulted with Executive Sponsors and Stakeholders to conduct training needs analysis- Collaborated with SMEs to create learning objectives and conceptualize scenarios- Designed and developed materials for synchronous and asynchronous training courses - Partnered with project members and LMS administrators to pilot/test courses- Assisted in the establishment of instructional design and development standards for all existing and future training programs- Onboard, mentor and coach Instructional Designers, Training Specialists and Program Managers

Columbia, Md, Us

- Traveled to Cigna (subsidiaries and vendor offices included) locations to facilitate classroom sessions - Designed, developed and updated curriculum for classroom, virtual and web based settings- Collaborated with Executive members to plan and manage departmental initiatives that involved training components

Bloomfield, Ct, Us

-Mentored and evaluated performance of department Trainers -Completed training products using the ADDIE model -Led design, development and delivery of synchronous and asynchronous training offerings for internal departments and vendors -Provided project management support for company wide training initiatives-Development and maintenance of knowledge database including Policy & Procedures, job aids, Standard Operating Procedures, memos and technical guides -Coached employees on system workflows and company policies and procedures-Performed various LMS Administrator functions including course testing, uploads, enrollments, catalog maintenance and system troubleshooting *Transitioned to GP Strategies as part of organizational change

Bloomfield, Ct, Us

-Promoted to position to perform quality auditing of various functions throughout the company -Developed employees performance by providing feedback and coaching on job functions and needed competencies-Served as a backup for duties handled by the Team Leads of Quality Assurance such as reporting for Executive dashboards and work assignments -Collaborated with Executive Leadership to support process and performance needs for department initiatives such as CMS HEDIS and Five-Star Quality Rating projects-Analyzed and improved workflow processes for the Customer Service department-Once promoted to Quality Data Analyst II, 50% of workload supported the Enterprise Training department by designing and developing instructor led and web based trainings -Facilitated classroom and virtual trainings for various departments