Melissa Maddock Email & Phone Number

Phoenix, Arizona Area

London, England, Gb

In this role, I am responsible for developing and executing comprehensive departmental strategies to effectively onboard new hires and continuously enhance the professional development of all employees. I am dedicated to designing and managing robust training and development initiatives that focus on improving the skills of both associates and leaders, bridging any training gaps, and ultimately elevating the overall effectiveness of the organization.

Us

Lead training strategy and deployment for programs in the respective division of Optum Heath Training Operations. Ensured successful deployment of all training and directed the work and development of Client Training Managers. Partnered cross-functionally with business leaders to ensure that training initiatives align with goals for the company as a whole. -Responsible for oversight, strategic direction and implementation across a number of projects-Designed, developed leadership materials, job aids on departmental SOP-Created and implemented a quarterly training plan to support team and organizational performance improvements

Instructed classroom and virtual training as an independent contractor for company specific subject matter. Delivered/Designed course content for a variety of classroom and online offerings with subjects ranging from customer service and sales training to management coaching and situational leadership. Partnered with leaders (SME) to analyze current training offerings and assess their impact on learner performance. Participated in facilitator evaluations and provide feedback on content delivery to customize content based on needs of trainees. Listed are a few selected organizations and projects I have personally worked on: Liberty Mutual Insurance - Personal Markets Trainer/Consultant delivered Achieve Global PPS/PSS® for sales and service agents.Blue Cross/Blue Shield FEP Program-Call Center Trainer trained call center support staff (product and systems) for open season enrollment which included coaching and monitoring customer service reps. Coaches Institute-Telephone Sales TrainerTrained and coached call center sales (telesales) team to increase inbound sales and out bound targeted cold calling. Kansas Corporate Credit Union-Sales TrainerTrained and coached inside/outside sales team to expand sales, reduce call length, and have more control, with added self-confidence to overcome resistance with prospects and current clients.

Trained new call center employees during the initial new hire training, using the training guidelines outlined by the client, as well as the continual education of employees to improve their skills and ensure that they are current on any changes during the project. Consulted with business leaders to evaluate programs effectiveness to corroborate alignment with operational objectives. -Taught technical components for navigation through software, and tested/tracked to measure progress. -Coached/monitored team in developing their skills and provided feedback to establish procedures to maintain an 85% call standard in performing the job.

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Delivery of training programs to licensed health specialists and non-clinical coordinators in clinical management systems, utilization management, referral management and clinical case management.

Boston, Ma, Us

Delivered "Professional Prospecting/Professional Selling Skills"®/Achieve Global training programs to new sales and service agents. Training delivery included ILT and virtual classroom environments. -Conducted formal training program assessments (Kirkpatrick’s evaluation model) and coaching to identify gaps between learning objectives and learning outcomes for new agents.-Created individual development plans based on formal assessments and manager feedback. -Revised/updated training curriculum materials for web-based and instructor-led training.

New Braunfels, Texas, Us

Pasadena, California, Us

Carlsbad, Ca, Us

Carlsbad, Ca, Us

Us

Business/Corporate Communications

Business/Corporate Communications