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As the customer service /instructional designer, a few of my roles and achievements are mentioned below:( Collaborating with business partners on training initiatives for the redesign of the curriculum for seven lines of business. ( Lead ID initiative on the implementation of mobile consumer application featuring intuitive biometric technology. ( Developing training for the Affordable Care Act (ACA), small group, large group, and national accounts. ( Partnering with learning consultants, technology consultants, subject-matter experts, operation experts, and instructional design support team to identify audience, training requirements and instructional design strategy. ( Developing business partner agreements and instructional development reports that align with business partner needs. ( Managing curriculum development process for training systems/applications, digital/mobile technology, federal/regulatory mandates, member benefits and vendor training curriculum for central, northeast and west regions. ( Enhancing learner’s performance through the development of skills checks, role activities, drill activities, simulations, and gamification learning experiences.

Leading and maintaining a highly skilled team of Customer Service Representatives. ( Having answers ready for the most common questions customers are likely to ask. ( Take the time to find out a customers' expectations by getting feedback from callers. ( Completing all administrative duties related to the customer service department. ( Analyzing customer transactions, correcting records and adjusting errors. ( Building and maintaining relationships with key customers and members of staff. ( Using feedback forms, surveys and questionnaires to find out what customers think. ( Going the extra mile to make customers and potential customers feel valued. ( Always saying ‘thank you’ to a customer at the end of a conversation. ( Dealing with customer enquiries by email, post and in person.to get informationImproved on timely delivery of products and services by 70%•Derived strategies that solved the issues of delay in deliveries by 80%.Resolved the issue of poor customer service and satisfaction by bringing up creative strategy and ways of attending to customers which was found to improve clients/staff relationship by 75%.