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 approval/denial of customer credit requestsActed as shadow lead for new hires, provided side by side trainingResource Management CoordinatorResponsible for ensuring staffing needs were in line with required service level goalsUpdated and maintained 300+ agent schedules on a daily basis

•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.