Ingrid Abrahams Email & Phone Number

Miramar, Florida, Us

Miramar, Florida, Us

MDLIVE is a leading telehealth provider of online and on-demand healthcare delivery services and software that benefit patients, physicians, hospital systems, employers, and insurance providers.Our cloud-based Virtual Medical Office software platform makes it possible for patients, medical professionals and plan administrators to collaborate seamlessly and securely via voice, video, email and mobile devices. Payers and providers can also utilize the HIPAA-compliant system to collect and share clinical data from patient medical records, lab results and in-home biometric devices for real-time risk assessments, wellness advice, diagnosis and treatment.

Jacksonville, Fl, Us

Held a senior level role accountable for supporting staff, leadership and organizational development by identifying development needs and deploying innovative programs, tools and processes to enhance overall capabilities. Areas of accountability encompassed employee relations; organizational and leadership development; performance management; workforce re-alignment oversight; retention strategies, and transition services/change management. Supported the retail payments division with 3500 employees. Managed a team of six direct reports with accountability for departmental budget.✓ Established new employee orientation training curriculum which included technical, soft skills, and compliance related courses delivered utilizing blended learning, self-study, and on-the-job training methods.✓ Developed and implemented compliance training for issuers, commercial clients, and employees including Reg E, Reg Z, GLBA, and Consumer Financial Protection Bureau (CFPB). Delivered effective payment card industry training to issuers and employees.✓ Led a global training initiative to transition the organization from Waterfall to Agile Scrum and Kanban.✓ Improved employee performance metrics by 30% through creation of a workforce development program linking learning goals to business objectives and individual performance metrics.✓ Decreased potential employee security issues 25% by developing a mandatory course outlining security protocols driven by company/payment card industry standards. ✓ Launched a standardized online client communication process that streamlined workflow process and increased efficiencies 60%. ✓ Successfully implemented eLearning courses resulting in improved efficiencies and 40% cost savings over instructor-led courses.

Jacksonville, Fl, Us

Given additional accountability for overseeing the development and management of the Prepaid B2B Products vertical within the FIS product portfolio. Managed current and future initiatives within the vertical and developed new solutions to differentiate FIS products from the competition. Defined the product roadmap to meet market requirements in support of product line strategy by spearheading the entire life cycle including profitability, pricing strategies, launch, client satisfaction, and sales success rate. ✓ Served as the Prepaid B2B Products subject matter expert, demonstrating leadership by establishing and articulating a clear vision of the product roadmap and how goals and objectives would be achieved.✓ Assisted in closing a $40M contract through RFP response, as well as platform and product demonstrations.✓ Managed product plan by ensuring changes in market, business priorities including integration needs, and technology advancements were reflected. Presented status updates at quarterly and annual stakeholder meetings.✓ Prepared and presented product plans. Identified risks and challenges, opportunities and growth strategies, business integration needs, and retirement plans. Prepared and presented product roadmap reviews and overall strategic direction.

Us

Assisted in building a strong multi-talented training team from the ground up for this start-up organization. Involved in all phases of training design, development and delivery including needs analysis, instructional design, creative development, implementation and evaluation. Training included product, pricing, sales, and customer service, as well as leadership training and train-the-trainer initiatives. ✓ Developed and implemented training courses including participant/instructor guides and instructional materials in support of products and services. Delivered payment card industry training for program support.✓ Formulated initiatives that drove and supported growth, revenue, operational efficiency, and customer satisfaction.✓ Evaluated effectiveness of training programs by designing/developing evaluation tools, questionnaires, survey forms, and testing.✓ Facilitated leadership training for new and experienced management team members including interviewing skills, change management, diversity, and employment law. ✓ Designed and implemented an Online Reference System that housed product information required to assist in on-call customer support resulting in improved accuracy and 30% reduction in average talk time.✓ Developed and delivered “Training for Non-Trainers” course to enhance skills of SMEs who were utilized for training delivery.✓ Created and implemented a call quality program that assisted in rating on call performance, evaluating learning needs, and provided training/coaching for call center employees based on identified gaps.

Us

Responsible for training, coaching and developing internal staff including management development and leadership programs. New hire training included billing products, systems training, and customer service protocols. Supported other areas and conducted call center training initiatives as needed. Maintained the Learning Library.✓ Designed, developed, and facilitated training courses for customer service/merchant and POS terminal support employees.✓ Observed, monitored, motivated and coached new associates during on the job training.✓ Facilitated management development and leadership training throughout the organization.✓ Achieved Trainer of the Year Award based on course effectiveness and high ratings on participant feedback.

Business Administration And Management, General

Business Administration And Management, General