My primary function is to design and develop learning experiences and resources to support product knowledge across the organization. Current projects include helping to establish a learning governance framework for our organization, along with promoting professional development within our L&D community through a series of skill-based workshops. Also, I recently led a multi-team learning strategy for our recent Voluntary Benefits product launch, with a focus on scalable, schedule-agnostic, on-demand learning modules. For that work, I was awarded a President's Award - but the real reward was working with stakeholders in amping up their teams' excitement for these comprehensive, customer-focused products!

I redesigned Underwriting medical training e-learning modules with a more interactive twist. My goal was to provide a fun learning experience that made the learner forget they were learning!

In this role, I led the charge on overseeing the development and implementation of learning on two multimillion dollar initiatives: new telephony (Five9) and a new CRM (Microsoft Dynamics 365). In addition, I began a revision of our customer service training, based on a flipped learning model and designed an all-inclusive facilitator guide for our training specialists. I also completed performance evaluations of our trainers and recommended professional development resources in conjunction with these reviews.

Responsible for training customer service representatives and claim analysts, I set out to change our passive learning approach to a more active learning model, incorporating ways to involve the learners in their learning and implementing opportunities for social learning. I created learning materials in support of this model and developed a virtual learning curriculum for customer service.

I customized our contracted vendor's web enrollment pages based on individual client needs, reviewing their plan documents to program enrollment benefits and rules accordingly. On a weekly basis, I processed client eligibility files and communicated regularly with client contacts regarding file issues, enrollment questions, and eligibility discrepancies. I would walk several clients through their open enrollment process each year, which involved setting up their new enrollment pages, facilitating client contact meetings to gather new requirements, and processing open enrollment files on a tight timeline. I provided demos of our system to prospective clients and developed learning aids to guide client contacts and their employees through the enrollment process. In this role, I was awarded our organization's Making a Difference award for the work I did to prevent them from leaving us as a web enrollment client.

When faced with life changes, I saw this role as an opportunity to re-enter the insurance field, with the goal of advancing my career and realigning myself with a role in which I could help others learn. In addition to providing and analyzing production reports and processing monthly New York Surcharge fees, I took advantage of multiple opportunities to learn as much as I could, such as paying dental claims, creating self-serve learning to boost employee writing skills, and assisting the preprocessing team with their tasks when faced with a backlog.

I spent this magical time homeschooling my two incredible children, as well as facilitating English and Spanish classes to homeschool co-ops in the area.