Leigha Green Email & Phone Number

Facilitate all new hires and up skills training virtually for various Patient Assistant Center departments. Analyze and develop training programs, supporting new trainees as they learn new skills, knowledge, and service they provide patients.Spearheaded a new soft skills training initiative focusing on the patient experience, improving average quality scores by 16% in 2 months.Developed and facilitated training sessions for tenured agents, incorporating updates on HIPAA compliance, appointment communication, and scheduling policies for urological conditions to ensure efficient patient assistance.Analyzed and updated the new hire curriculum to streamline onboarding processes, enhancing training effectiveness for new employees.

Bryan, Texas, United States

● Leveraged Learning Management Systems such as Rise360 and Google Classroom to improve the transfer of knowledge and skills by developing and delivering the curriculum for the Asynchronous part-time training project, increasing training KPIs from 76% to 85% overall within 3 months.● Collaborated with senior leadership on the development and expansion of the executive resolution team, resulting in a triple increase in workforce and productivity. Achieving more than 2 million dollars in monthly revenue savings due to successfully resolving fraudulent activity.● Directed the undertaking of a new leadership engagement framework focusing on DEI initiatives and numerous resources available to trainers across the US, including an overhauled event scheduling system and information transfer protocol, custom spreadsheets, on-the-job messaging software, and team-building meetings, resulting in an increase in employee engagement by 20% in 4 months.● Executed more than 100 various presentations and classroom facilitation using Zoom and Google Suite ranging in size from 10-30 learners preparing new and existing employees to be successful in their roles.● Determined learner capabilities and needs by experiencing the learner’s environment, connecting with learners and leaders closest to the role, and evaluating data based on their contacts.● Analyzed data to identify areas for improvement, and conducted one-on-one meetings with learners based on multiple adult learning theories and techniques in order to provide actionable feedback, and increase customer satisfaction andproductivity.

College Station-Bryan Area

● Traveled across the United States to develop over 150 employees for the launch of a new call center. Coaching new agents and managers on handling customer contacts increasing our productivity by 25% within 6 months.● Managed the Quality Assurance process to ensure calls and requests are monitored and scored within the SLA each month for each operations team.● Coordinated with the training team to ensure all corporate program-specific expectations were understood and communicated to HR, Learning Development, and Operations teams.● Reviewed inbound/outbound calls, Tracking Center notes, emails, chats, and other customer-facing channels with an ear/eye for ensuring the customer experience is nothing short of amazing.● Provided feedback and coaching to customer-facing associates in a positive and supportive manner, while driving higher levels of accuracy and performance.