Business Development / Account Management

Responsible for the instructional design, development, scheduling, innovation and facilitation of healthcare software applications training material in the Quality Improvement department. Training audience targets both Health Plan staff and Corporate partners.

• New Hire on-board training for over 1,000+ employees. • Conduct a variety of instructor-led training courses for existing employees. • Build relationships with between 30-35 operations supervisors, 4 Deputy Site Managers, Business Process Analysts, Instructional Designers and the internal training team. • Responsible for instructional design and developing lesson plans.• Conduct training needs analyses to determine specific training needs for department staff using the ADDIE (Analysis, Design, Development, Implementation & Evaluation) design formula. • Work with the Project Management team across four sites and the corporate office to gather, analyze, translate and compose technical information into clear, readable materials to be used by technical and non-technical personnel.• Maintain records of program evaluation and follows up to determine applicability and relevance of course materials and/or effectiveness, efficiency and satisfaction.• Schedule personnel and coordinate training sessions for staff using Microsoft Outlook and the Learning Management System (LMS) - Skillsoft. • Collect data and discover training needs, based on new business processes and policies, and apply these into successful training delivery.• Responsible for updating weekly summary reports to deliver course data to the client. • Use computer software such as Captivate and Microsoft PowerPoint to design web-based training.

• Evaluated insurance applications for completeness and accuracy.• Verify a broad range of documentation to resolve inconsistencies and/or obtain missing information from consumers in order to retain eligibility for health insurance.• Subject Matter Expert (SME) for multiple business processes, ensuring that tasks are completed efficiently and accurately.• Aid in teaching business process courses, working directly with Serco's Technical Instructors/Course Developers.• Provide one-on-one training for new and exisiting employees on systems, procedures and tools. • Evaluate documentation for the Department of Homeland Security, Internal Revenue Service and Social Security Administration to ensure validity and compare appended documentation against existing records to reveal any inconsistencies.• Ensure compliance of security procedures are followed to maintain confidentiality of information.

• Managed five Sales Representatives, ensuring individual and store monthly quotas weremet.• Trained a staff of five employees on development information, technical training,sales strategies and marketing. • Handled and resolved all customer relations issues in a professional manner and inaccordance with company policies.• Managed merchandising planograms, met deadlines and scored 95/100% or above onall merchandising audits.• Sold new and upgraded lines of phone service to new and existing consumers andexcelled in sales of emerging products.• Managed customer proprietary information for all consumer/business accounts withSprint.• Certified ASC Service & Repair Technician for all consumer cellular devices.

• Sold new and upgrade lines of service.• Excelled in accessory and emerging products sales, in order to achieve monthly sales qoutas.• Managed customer proprietary information for all prepaid/ postpaid consumer accounts. • Handling and processing of credit or debit card transactions.• Responsible for legal documentation, such as two year service contracts, liability changes, etc.