Meshie Carbon Email & Phone Number

Sorrento, Fl, Us

Remote

• Develop and deliver product demonstrations which display the value of our solutions• Coordinate site visits with prospects and clients• Assess training needs through interactions with operations departments• Consult on best design and execution of needed training• Design multimedia training for maximum impact on target audience• Assist with delivery of training to operations and leadership• Manage Learning Management System (LMS) for both users and coursework• Strong eLearning, Multimedia, graphic design, Adobe Captivate, and Adobe Creative cloud experience.• Knowledge of gamification, animation.• Competency working with Microsoft O365 (PowerPoint, Excel, Word) for creating and editing trainingslide decks, facilitator guides and student manuals.• Deliver virtual and live learning to a wide range of audiences• Conduct webinars to demonstrate software products.• Workflow consulting and optimization demonstrating how the product can meet the client needs.• Perform a task analysis to develop learning objectives based on an identify performance gap.• Create a design plan &/or storyboard• Utilizing a variety of instructional approaches to engage the learner and accomplish the identifiedlearning objectives• Development of internal train the trainer materials using ADDIE and Kirkpatrick learning and trainingmethods.

Orlando, Florida, United States

• Oversee timely delivery of quality technical support to our customers by the Experts.• Develop and maintain support agent development by ensuring that they use resources includingKnowledge Base, User’s Guides, training videos, and software documentation.• Maintain a report metric on team performance such as Hero, Appy, NPS, etc.• Hire support personnel as needed, and support them in their growth development .• Monitor, manage, and participate in support and direct or intervene as necessary to balance qualityand efficient resolution while securing customer satisfaction.• Introduce and implement KPI’s and metrics to establish individual and team goals.• Improve productivity by highlighting deficiencies and recommending changes in tools, training,processes, and reporting.• Ensure client issues are successfully resolved • Support NPS by ensuring the customers are offered apps and provided with a great customerexperience.• Report operational achievements and progress on a regular basis including statistical analysis andimprovement of action plans during QBR's and daily huddles.• Collaborate with development team (SWAT Team) to test software streamline issues for WAH agenttechnical issues and provide feedback.• Other duties as assigned.

Orlando, Florida, United States

Daily classroom delivery requires standing and moving around the room• Versed in providing WebEx training to agents for selected courses• Provide training for all certified courses• Work directly with internal and external clients and leadership• Manage and lead operations training staff to accomplish operations training goals as well as to identifyemerging site training certification needs.• Observe trainers and provide feedback according to Training Department standards• Collaborate with various accounts specific Quality Managers and Operations Manager to assist inidentifying training gaps and trends for agents in nesting and in first 30 days of production• Experience in systems training, call center training, and instructional design• Strong comprehension and knowledge of Health Care and Insurance products and services• Strong eLearning, Multimedia, graphic design, Adobe Captivate, and Adobe Creative cloud experience.

Orlando, Florida, United States

• Interim Operations Manager from 04/17-09/18/2015• Provide leadership and manage the unit/program/department; make decisions; solve problems; developunit procedures; develop records/files; conduct meetings; represent unit/department/program at internaland external meetings• Manage employees and team performance; provide new employee orientation; train or provideadequate training for employees; coach, counsel and motivate employees; evaluate employees;investigate complaints or performance concerns; implement disciplinary action as needed and inconsultation with appointment authority and Human Resources• Develop performance expectations, identify essential functions and knowledge, skills and abilitiesrequired; respond to questions pertaining to achieving call center metric; assign work shifts; completeposition requisition forms; form selection committees, to ensure compliance with CMS.• Approve leave and overtime; complete or review and sign time sheets;• Take escalated calls from members• Act as a liaison between the clients and the account; taking directive, new policy and procedure changesfrom the client and implement it on the account; report to the client any obstacles faced, feedback fromthe agents and analyzing the data to obtain an effective solution.• Take escalated calls from Medicare recipients who have concerns about leaving a group plan and enrollthem into Medicare Advantage, supplement or prescription drug plans.