Drew Smith Email & Phone Number

Franklin, Tn

• Director of customer knowledge base with over 150+ articles, videos, e-learning courses and recorded webinars that serves 7000+ hotels.• Creator and director of employee onboarding program that has helped welcome 50+ employees to Quore since 2018. • Designed e-learning program to offer more engaging training content to customers. • Responsible for the development, implementation, and evaluation of training materials.• Evaluates data and makes tactical updates to training materials based off how content is being consumed. • Mentors team members to facilitate classroom trainings with in-house practice sessions focused on delivery, course curriculum, and engaging the audience.• Works with CEO, Vice Presidents and other key stakeholders to ensure training programs are timely, relevant, and engaging to learners.

Franklin, Tn

• Worked directly with VP of Product and VP of Development to plan for product enhancements and new releases. • Directed the creation of Quore's 120+ article, multi-lingual knowledge base.• Designed the internal knowledge base for Customer Success.• Project lead on restructuring of customer onboarding experience. • Analyze client trends in order to improve how we deliver our new user and existing user product content.• Responsible for updating release notes.• Led content team.

Franklin

• Worked with CEO and VP of Business Development to ensure customers were onboarded, supported and retained. • Responsible for escalating customer issues to VP of Development.• Designed and managed live training webinar and training video creation process.• Analyzed call and email data and reported weekly to leadership team.• Managed Customer Support and Training team.• Responsible for hiring in Support and Training.• Worked with CEO and hiring managers to onboard new employees. • Managed phone coverage for business hours and on call.• Assisted on phones and email support when necessary.

Franklin, Tn

• Worked with CEO and hiring managers to onboard new employees. • Worked with enterprise clients to ensure their teams with engaged with the product through live webinars and on-site training.• Designed training materials including manuals, videos, user guides and communication to clients about new features and enhancements.• Identified client areas of improvement in order increase system usage and meet company goals.• Planned and developed creative ways to help our clients streamline their day-to-day operations.• Worked closely with our demo properties to ensure they have the resources in place to utilize the system.• Responsible for training the Quore staff before an enhancement or new feature is released.

Franklin, Tennessee

• Worked with CEO and Director of Customer Experience to onboard new employees.• Handled inbound client support and outbound satisfaction calls.• Designed training materials for the software.• A member of the implementation team which included preparing and shipping the necessary equipment to the clients for system rollouts.• Conducted introduction and training webinars for clients.• Oversaw several projects, one being the conversion of training videos from English to Spanish.• Trained new hires in the Client Services department.

Brentwood, Tenn,

Processed applications for providers wanting to join the Windsor Health Plan network. Presented the following information to our Medical Advisory Committee for the provider's approval or denial into our plan: medical license, DEA, medical school, work history, current malpractice insurance, claims history and hospital privileges. Made sure all demographic information is correct, such as date of birth, social security number, office location, etc. Trained new credentialing assistants and assisted providers with questions about credentialing.

Brentwood, Tenn.

Retrieved re-credentialing applications from providers by telephone, fax and email. Made follow-up calls after mailing applications to providers that were up for 36-month re-appointment. Helped train new customer service representatives on how the credentialing process worked.

Nashville, Tenn.

Assisted Windsor Medicare Extra members with benefits. Answered questions on claims, locating doctors, transportation to a doctor's appointment, benefit changes, enrollment and billing. Also helped members with grievance and appeals paperwork. Served as transportation benefit administrator in 2009. Trained new employees on how to take calls and how to use our computer systems.