Sheila Calhoun Email & Phone Number

Jacksonville, FL, US

Boston, Massachusetts, US

• Ensured the successful on-boarding and adoption of Cogito AI software for contact center professionals.
• Mastered Cogito software and maintained a deep understanding of client use cases to plan and implement programs improving client usage and end-user experience.
• Created change management and enablement solutions for user groups.
• Delivered in-person and remote training sessions for Cogito AI clients/users to all levels of the client organization.
• Facilitated courses for new product features, tools, and ad hoc refresher needs
• Developed relationships with key client team members to ensure solutions maintain their best practices.

Seattle, WA, US

Consulted on Instructional design and delivery of onboarding training programs for licensed and unlicensed insurance sales agents at Assurance IQ.

Chicago, Illinois, US

• Led and mapped-out onboarding training plans and programs for licensed insurance agents, ensuring agent proficiency on systems, federal regulations, company processes and policies.
• Facilitated Instructor-Led-Training (ILT) for licensed agents on Medicare/Medicaid/Low Income Subsidy knowledge, sales, internal systems, new hire onboarding, and continuing education.
• Managed completion of eLearning, online assessments, and carrier appointment requirements.
• Maintained licensing and CMS compliance for 30-50 agents at a time.
• Instructional Design of materials for instructor-led and eLearning modules.
• Delivered Train-the-Trainer curriculum and develop training staff.

Franklin, Tennessee, US

• Training and Quality Program Management, to include 2-7 direct reports, for agents providing home health care and case management services for Medicare and Medicaid members.
• Analyzed and optimized training needs, instructional design, ILT/eLearning delivery, KPIs, and trends.
• Wrote Standard Operating Procedures (SOPs) and managed and maintained documents and credentialing.
• Managed Call Center scripting for dialer.Achievements:
• Completed redesign of training curriculum for multiple lines of business, including classroom materials, assessments, hands-on activities, and gamification.
• Instituted tracking system for all training sessions.

New York, NY, US

• Provided top-tier support to Dev Ops Trust & Safety by providing Social Media Review for a social media platform client.
• Conducted needs analysis with internal stakeholders in preparation for training program development, to include Curriculum and Assessment Development and Design.
• Facilitated Train-the-Trainer sessions, classroom and virtual trainings, and coaching sessions.
• Drafted, reviewed, and revised all policies and supplemental resource materials.
• Created, calibrated, administered, and reported results for monthly Product Knowledge Tests for 350 agents to meet client SLAs.
• Analyzed and reported KPIs against training results.

San Marcos, TX, US

• Managed training team of 6 staff; assessed, developed, and designed curriculum, and facilitated both classroom and virtual training/coaching sessions.
• Analyzed and reported KPIs against training results; identified and implemented process improvements.
• Managed and tracked client systems access for all new agents.Achievements:
• Successfully introduced gamification into the training program, resulting in an increase in final assessment scores and employee engagement.
• Primary member of team project to revamp all training materials into modules.