Facilitate training• Facilitate job specific new hire and soft skills training programs using proven techniques to increase retention and engage and motivate participants • Facilitate ongoing training to introduce new products or services, teach new workflows or processes, and refresh or develop advanced skillsConduct training needs assessment• Work in collaboration with management, subject matter experts, project managers, and instructional designers to identify job specific learning and performance needs • Assess performance of participants to measure the development and ability to apply skills and knowledge• Perform ongoing evaluations of training program effectiveness, creating and implementing work plans to address any needs identifiedDevelop training content and tools• Updated existing and create new course content based on business needs and ongoing evaluation of training program effectiveness• Create job aides and other training tools to address ongoing needs and incorporate these tools into existing programs where appropriateCalibrate with Internal Monitoring • Work with Internal Monitoring to determine training needs based on audit feedback and calibration• Identify potential gaps in training process through audit

Medicare (Health Care Insurance) Call Center environment - Provided daily supervision of call center employees. Utilize effective leadership skills, encourage employees to be customer service focused, demonstrating good public relations for internal and external customers.- Supervise staff to perform job responsibilities and tasks in a manner that will help the call center team achieve benchmark service levels for call abandonment rate, hold time, wait times and customer service.- Provided initial, on-going training of employees. Assess employee level of knowledge for deficiencies.- Ensured employees have a thorough understanding of job expectations.- Work directly with HR staff to determine appropriate disciplinary & reward actions as needed.-Track and monitored attendance, performance and conduct related issues for core team members.- Monitor & updated Call Center Staffs timesheets, and timecards in accordance with Cigna policies.- Conducted daily huddles with the team. Meet formally as needed.- Monitored Call Center data & statistics. Prepare daily, weekly and monthly reports for up channel to Corporate Staff.- Handled Escalated calls and resolved any high risk grievances- Manage Staff Schedules to ensure efficient/effective use of resources is maintained.- Responsible for call monitoring. Work closely with Practice Managers to ensure call center effectiveness is maintained, and internal Customer needs are met.- Trained New Hire staff and Temporary staff and also designed my own coaching platform to ensure my team stayed Customer Focused and developed per errors and Internal Monitoring calibrations. - Maintained up to date training manuals, call center guidelines, work flow sheets & contact listings

•Provided effective communication to patient/family, team members, physicians, and other health care professionals to ensure coordination of services; provides appropriate referrals as necessary•Participated in planning and implementing specialized procedures and duties assisting the RN. •Under the direction of the RN, assists in identifying the patient’s physical, psychosocial, and environmental needs as evidenced by documentation, clinical record, case conference, and team report•Accepts clinical assignments that are consistent with education and competence to care for patientsI also assisted in many procedures working with many different specialist. Conducted Nerve Conduction Studies and test, assisted radiologist/Cardiologist with Nuclear Stress Test, and also assisted and performed Colon screenings (colonoscopy) with Gastro Surgeons.

•Pre-screen and source applicants for Radio commercials sales and Business Sale onsite remotes.•Assist with sending out and preparing contracts for clients and applicants.•Manage all aspects of the recruiting and onboarding process for major clients nationwide.•Assemble and execute on major marketing campaigns.•Participate in and help develop social media presence on Black Planet and MySpace. •Research potential business opportunities, including new markets and requests for proposal.•Gather data and information for bid proposals.•Connect interviews, check references, and verify sources for the "Doug Banks morning Show" news updates every hour. •Maintain and report on statistical sales data.•Assist with sales contests and tracking goals