Kenneth Smith Email & Phone Number

Fort Collins, Colorado

As the lead trainer I onboard and train effective sales and care agents through in-class training, implementing training improvement initiatives, conducting gap analysis, overseeing the on-the-job training/mentor process for new hires, developing training material, and supervising the new hires throughout the training process.• Increased sales over previous sales teams through effective system and soft skills training.• Increased new hire training retention from 60% to 90% and contributing to the lowest attrition rate of any site through the utilization of already existing resources that support and motivate employees while improving on new hire socialization.• Trained and deployed agents for a new line of business consisting of full circle care agents responsible for service, sales, technical support, and retention and putting them into action on a limited timeline with limited resources leading to full corporate deployment.• Designed and delivered complex billing training for the new line of business which was adopted by the client company• Introduced, trained, and supervised a Sales Training Assistant.

While performing the duties of a casualty claims representative including litigation management, claim investigations, and settlement negotiations I was an integral contributor to the specialty claims department training development and delivery resulting in more knowledgeable employees, increased performance and efficiency, and reducing costs of the department via process improvement initiatives. • Working with the branch claims office representatives, quality assurance, and specialty claims leadership team, I established the early contact settlement strategy and guidelines as well as developed the early contact settlement process guide which saves the specialty claims department upwards of $8.5 million year over year• Provided classroom training for claims representatives in the areas of new claim systems, critical thinking, and settlement negotiations• As the Inclusion Team Champion, provided inclusion and diversity seminars to front-line, supervisory, and management employees for the specialty claims department championing the Farmers Insurance culture and ensuring the maintenance of a cooperative, inclusive, and diverse workforce

Overland Park, Ks

Supervisor and on-the-job trainer for a team of up to five pharmacy technicians and maintained responsibility over the pharmaceutical inventory, insurance claim processing investigations, HIPPA compliance, compounding medication, and day-to-day operations of the technician staff.• Provided on-the-job training to a brand-new team of five inexperienced pharmacy technicians ensuring their success in accurately processing and filling prescriptions, providing retail customer service, and managing the legal requirements of their position• Created a process schedule which ensured the necessary pharmacy maintenance requirements were completed in a timely manner each day without interfering with the overall customer service and medication processing priorities of the pharmacy• Quickly attained the position of supervisor as the Senior Certified Pharmacy Technician in my first year as a technician while the same role took on average five years for other technicians to achieve

Independently conducted various human capital consulting activities beginning with a job analysis covering the clinical, business, and administrative positions while simultaneously performing human resource administrative tasks supporting the overall needs of the human resource department for a facility of 150+ employees.• Interim Human Resource Director during the Director’s maternity leave providing conflict resolution and performance management counseling• Created and aligned the performance management system, interview tools, pay grades, and job descriptions with the overall organizational personal goals for the entire business, administrative, and clinical staff including executive positions• Developed, delivered, and analyzed job satisfaction and employee satisfaction survey’s

M.S., Industrial/Organizational Psychology, 3.94

Activities and Societies: Psi Chi Honors Society, Secretary I/O Club, Public Relations Officer Graduate Student Psychological Association.

B.A., Psychology

Research Assistant and Independent studies involving cognitive dissonance, memory, and gender stereotypes.