Kyle Loyd Email & Phone Number

San Antonio, Texas Area

Facilitated learning and performance solutions for a 500+ employee organization across multiple lines of business. Evaluated existing learning solutions and presented recommendations for continuous process improvement. Led instructional efforts for front-line operations employees responsible for customer management. Provided opportunities for new hires to develop expertise across multiple business units by offering training sessions in various subjects. Collaborated with development staff to centralize all learning and instructional content to an online learning management system. Trained 100+ customer service representatives in less than 72 hours in support of Pepco during and after tropical storms.Lean Six Sigma Currently working on a Greenbelt Project

Provided expertise and customer service support to members, customers, and providers. Planned, prioritized, organized, and completed tasks requested per management.Applied knowledge/skills to a range of escalated calls.Assisted on Help Desk line for escalated and mentoring inquiries. Oversaw production line for queues to ensure proper adherence to schedules. Developed and trained new hires for production floor. Certified to take Health Advisor, Prime, UNET, HMO, POS and special handling inbound calls (member and provider)Communicated with internal and external departments to provide expertise in the building of training material

Mentored, provided one on one support, trained and evaluated front desk staff, educated staff on proper customer rapport,organized employee team building exercises, created and implemented new guest expierence, produced all in-house marketing and promotional material, managed customer VIP program