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.
• 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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.
• 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.
• 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.