Subject matter expert for Kaiser Permanente MSCC Project, Trainer for Chime Kaiser MSCC• Certified Business Instructor for Alight Project, AON Project, and Deloitt NY Labor System Project.• Responsible for tracking and reporting attendance/attrition for new hires.• Facilitate all-inclusive product knowledge training in virtual and traditional environments.• Classroom and individual delivery, instruction, and coaching and assessment scoring for agents asrequired by the client. Provide chat nesting support for production agents and managerial staff.• Service Delivery Manager and Service Delivery Consultant

Communicated with managers to identify training needs.• Produced a comprehensive development plan for teams and individuals.• Managed, designed, developed, coordinated and conducted various training programs.• Responsible for increasing productivity by teaching new skills and product knowledge.

Responsible for coordinating and assigning online training activities.• Evaluated training needs to adjust existing programs and create new training programs.• Monitored training costs and created expense reports for management and leadership.• Performed weekly call monitoring, scoring, and individual coaching to increase quality and productivity.

Facilitated classroom style training on products, sales and customers service techniques,enhancements, etc. for new and tenured associates.• Developed and maintained training tools, including worksheets, templates, databases and reports.• Facilitated role play sessions and managed testing and performance for new hires in training.• Monitored trainees’ knowledge before and after training to help determine follow-up training required.• Utilized established curriculum and assist in developing new educational materials.• Developed classroom management to maintain a positive learning environment.• Subject matter expert for call handling and trainee assistance.• Maintained perspective on system functionality, call flow, content, quality, and opportunities.• Collaborated with stakeholders to develop and maintain a strategic training plans to supportperformance objectives and addresses identified gaps in skills and competencies.• Conducted call monitoring observations for new hires and tenured team members.• Provided individual coaching and motivation to trainees on progress and performance.Ensured seamless transition to the Call Center production floor.• Identified and analyzed employee performance challenges, determined on-going training needs, andimplemented solutions.• Managed various aspects of the training program including planning, design, development,implementation, delivery and evaluation.• Coached and reinforced front-line employees and leadership in applying learned skills.• Ensured training effectiveness by leveraging adult learning and instructional design methodologies.

Responsible for leasing apartments to prospects, answering calls, maintaining emails, submitting workorder requests, planning resident activities, managing state and city inspections, assisting residentswith day to day issues, collecting payments, marketing and advertising, maintenance of residentialproperty and office space. 43% Closing Ratio.

Responsible for taking provider and member calls to assist with patient benefit details and claiminformation for previously submitted claims, to provide benefit details to upcoming appointments andemergency visits, processing correspondence, and analyzing provider contracts.• Fair Housing knowledge.• Trained new hires on product knowledge, soft skills, and phone readiness.• Responsible for tracking attendance and payroll for new hires while in the training environment.