Muriel Espy Email & Phone Number

Greater Detroit Area

Designing and overseeing training projects within the company. Developing training strategies for specialized clients. Consulting with leadership on innovative/creative training and development tools.

Greater Detroit Area

Demonstrated ability to identify training needs, present recommendations, and deliver learning solutions to address performance gaps. Conducted efficient front-end analysis to determine the root of performance issues, designed engaging (learner-centric) and effective performance-based training that met learning objectives and developed assessments to evaluate the effectiveness of learning or performance solutions. Designed with creative attention to details. NOTABLE ACCOMPLISHMENTSDesigned and facilitated a Pega Appeals and Grievances training solution which created a 13% improvement in timeliness, 33% improvement in accuracy and an 82% increased reporting efficiency Implemented new Pega application as a process improvement to track and document internal and external customer issuesCollaborated with SMEs, internal clients, and consultants to develop learning objectives and content for designated programsIncreased Satisfaction Scores for learning solutions from 92% to 98% overall for HMO ProductChampioned the “ReThink”, lean processing initiativeDevelopment of e-learning and online assessments Demonstrates the application of adult learning instructional design methods. Highly organized and competent leadership skills, essential to delivering top quality training deliverables on time and on budget.

Demonstrated ability to identify training needs, present recommendations, and deliver learning solutions to address performance gaps. Conduct efficient front-end analysis to determine the root of performance issues, design engaging (learner-centric) and effective performance-based training that meet learning objectives, and develop assessments to evaluate the effectiveness of learning or performance solutions. Creative attention to details gained through artistic versatility and instructional design abilities. NOTABLE ACCOMPLISHMENTSDesigned and facilitated a Pega Appeals and Grievances solution that won Henry Ford Health System’s “Quality Expo’s Blue Ribbon Award for HAP/HFHS”. Project created a 13% improvement in timeliness, 33% improvement in accuracy and an 82% increased reporting efficiencyImplemented new Pega application as a process improvement to track and document internal and external customer issuesTargeted training sessions provide increase in overall Customer Service Satisfaction scoresCollaborated with SMEs, internal clients, and consultants to develop learning objectives and content for designated programsIncreased Satisfaction Scores for learning solutions from 92% to 98% overall for HMO Product

Result-oriented leader that coordinated, developed and controlled all workflow activities in the Call Center including phone monitoring, scheduling staff and redirecting phone queues to maximize call center productivity. Enthusiastically assisted with member complaints and irate callers, ensuring a focus on customer satisfaction in complaint resolution. Fostered a respect and trust between the Specialists and the management team. Interviewed and hired new hire staff for seasonal open enrollment period.NOTABLE ACCOMPLISHMENTSLead a staff of 12 Specialists plus six to eight contracted employeesRelationship building to increase rapport between Specialists and management teamEffectively decreased abandonment rate by 1% with consistent monitoring of calls

Organized and facilitated general topic, product line education, service quality and technical navigation training for Customer Service and Membership and Billing functional units of over 150 staff. Conducted and assisted with interview selection of new staff. NOTABLE ACCOMPISHMENTSDesigned and implemented “The Basics of Customer Service Excellence” soft skills training to increase member satisfaction scores with 98% outstanding evaluation scoresManaged and evaluate trainers and subject-matter-experts to facilitate new hire sessions year roundCollaborated with HAP department management to schedule and train over 800 employees on several corporate-wide initiatives Identified potential problems and disenrollment drivers to minimize service problemsDeveloped effective communication methods to keep staff informed of product and application updates