Daniel Ankney Email & Phone Number

Silver Spring, MD

• Trained staff to utilized EPIC System using clear and effective communication
• Created and maintained training calendars and reports.
• Effectively utilized prepared training materials as a guide to answer questions from classroom and online users.
• Responsible for gaining knowledge of groups workflow to ensure the information is included in the training content
• Administer end user proficiency assessments
• Reviewed and provided feedback on all Epic training materials to enhance learning opportunities

• EPIC Training -Contract Position with Johns Hopkins Hospital
• Work with members of the project and training team to assist in developing and maintaining the training program
• Responsible for gaining knowledge of groups workflow, both clinical and non-clinical to ensure the information is included in the training content
• Responsible for training end-users in the classroom environment
• Administers end user proficiency assessments
• Communicate training environment issues or curriculum updates to the instructional designers

Delivered soft skills & systems training for over 300 contact center employeesDeveloped assessments to ensure efficiency in methods, procedures & systemsCoordinated with Quality team to ensure quality metrics were supported.Coached and developed new and tenured trainersCoached and supervised training participants.Finance OperationsResponsible for.

• Responsible for approval/denial of customer credit requests
• Acted as shadow lead for new hires, provided side by side training

• Responsible for ensuring staffing needs were in line with required service level goals
• Updated and maintained 300+ agent schedules on a daily basis

Responsible for handling high volume inbound callsMet and exceeded productivity and quality metricsActed as Transition Assistant, preparing new agents to take incoming calls.