Paula Trafford Email and Phone Number

• Successfully created technical training within a live classroom, workshops, and e-learning opportunities.• Designed, developed, and implemented broader curriculum/seminars as a subject matter expert for projects.• Consistently evaluated existing and planned training programs; analyzed and validated impact vs objectives and modified course content, presentation methods, and utilization based on course evaluations and expertise.• Led training and implementation process of new system or system enhancements.• Leveraged solid insurance and communications acumen to facilitate commercial workshops across multiple regions.• Proactively identified training and development needs of agents; formulated and implemented plans to meet those needs.• Served on multiple commercial lines projects to support small market team onboarding and BOP fundamental classes.

• Successfully coordinated, assessed, and delivered complex training programs; reviewed course content, presentation methods, utilization, and effectiveness.• Conducted needs assessments, analyzed the target audience, and performed gap analysis.• Analyzed training and systems issues and escalated to the Development Center for expeditious resolution.• Supported the new system implementation and roll-out process across the region.

• Served as a Corporate Trainer providing comprehensive agent training on the Harleysville systems and products.• Analyzed, applied, and interpreted rating manuals, statistical plans, and processing manuals/bulletins.• Supported underwriters in consistent achievement of premium goals.• Advocated for the agent and partnered with departments to resolve agent issues.• Maintained acceptable productivity levels established by senior leadership.

• Increased ASR quality and production and achieved zero ASR layoffs.• Organized and conducted dual-format training courses in one-on-one and live classroom formats.• Successfully supervised quality with ASRs and 7 different branches in the CNA footprint; improved ASR quality from 40% to 94% within the first 12 months.• Drafted and developed new branch roles for 7 CNA branches.