Responsible for working with subject matter experts on creating and updating online (Storyline 2) classes for medical students. Partnered with subject matter experts to redesign the classes for a two-day conference. Applying adult learning theory to create and improve the engagement and effectiveness of the conference. Collaborate with professors and administrators to effectively use Learning Management System

Provided training assessment, design, implementation, evaluation, and company-wide training initiatives for the development of Marsh colleagues. Collaborated with multiple business units on implementation of new commercial programs. Resulted in successfully creating new training programs for each of six new clients.Worked with both internal and external Subject Matter Experts (SMEs) to develop effective training programs. Wrote learning objectives, designed and developed training programs for successful launch of over 20 new business programs. Led committee to create new evaluation program for the Training Department based on Kirkpatrick's Four Levels of Evaluation. Evaluation scores were added to the Department's Balanced Score Card as a measurement metric. Consulted with other Training and Development Specialists on creation of training evaluations. Created consistent format and use of evaluations for all business units. Designed and delivered training program for the largest contract at Marsh, successfully enrolling 13,000 contractors in six weeks. Worked directly with senior management on successful start-up of Commercial Call Center in Urbandale office. Trained first class of 6 Account Executives in June 2006; current department size 100 employees.Created Property and Casualty licensing program for licensing Marsh employees. Achieved 90% pass rate. Mentored new Training Specialists by providing systems training, product training, and ongoing support for new trainers. Worked directly with carriers and business units on creating training for roll-out of new carriers to Auto Home call centers. Created curriculum and delivered training to all Personal Lines call centers on new Auto Platform quoting system via classroom and WebEx presentations. Increased close percentage on sales 5% after roll-out of new platform.

Created and administered a Property and Casualty licensing classes for Massachusetts and Michigan branch offices. Achieved 93% pass rate between the two offices.Trained new sales and service agents in Personal Lines call center. Trained agents on three carriers, multiple product lines. Designed a company-wide Lotus Notes user guide. Created training, developed curriculum and conducted training for the department-wide roll-out of new workflow software. First department to successfully move to paperless workflow.Conducted needs assessments and made recommendations regarding existing Group Universal Life training program. Resulting changes to training materials showed increase in retention by 5%, and shortened training classes by two days.Facilitated monthly supervisor and coordinator meetings.

Launched the training department of the Iowa Call Center branch office. Provided support for management through floor supervision and evaluating and conducting ongoing training.Worked directly with our main call center in Virginia to investigate and implement methods for improving existing training programs.Responsible for training new employees on customer service procedures and computer system.Enhanced the effectiveness and efficacy of the training program by implementing efficiencies to training that reduced the training program by one week. Developed and wrote standard operating procedures for Quality Assurance team. Responsible for creating and maintaining Excel Quality Assurance weekly and monthly reports; acted as liaison between Quality Assurance team and supervisor.Worked directly with supervisors and management to identify areas where additional training helped improve performance.Provided coaching and feedback for both trainees and representatives to help improve job performance.Developed and facilitated workshops for new procedures.Managed and mentored the Quality Assurance team.