In my role as a Senior Training Specialist at Five Star Bank, I am responsible for full cycle talent development. This includes handling training intake requests and conducting needs analyses, designing engaging learning curriculums aligned with adult learning theory principles, developing instructor-led and self-guided learning solutions for business line and leadership initiatives, delivery of learning solutions in ILT and LMS (Docebo) settings, as well as post-training analysis consisting of 30-60-90 day surveys and manager check-ins to determine success of training initiatives and confirm transfer of knowledge to real-world job application.

Responsible for the design and delivery of the OMNY customer service curriculum for the MTA in New York City. In this role, I was responsible for creation of engaging training materials for classroom and self-paced learnings, initial onboarding, as well as classroom facilitation and on-the-job coaching of trainees.

Responsible for the design and delivery of learning initiatives in accordance with the ADDIE learning model. Duties include conducting needs analyses, designing course curricula, collaborating with cross-functional subject matter experts (SMEs), facilitating engaging classroom trainings, and evaluating learning impacts. As a Learning Specialist at Highmark Western and Northeastern New York Inc., I was involved in the training and professional development of employees throughout the organization, which includes permanent, temporary, and collective bargaining employees. My training background includes call center servicing, claims, clinical training, companywide product updates, soft skills, and more!

Responsible for tending to customer, small group, and large group plan inquiries for BlueCross BlueShield of Western New York and BlueShield of Northeastern New York over several channels including live chat, phone, and written communication in a fast paced work environment while maintaining high quality and productivity standards. Additionally, also responsible for ensuring claims processing accuracy and medical claims adjustments.

Collaborated with the marketing and advertisement team in order to create an integrated marketing campaign for the newly launched Kingdom Bound Talent Showcase. Responsibilities included curating content for social media, as well as tracking and recording engagement.

Responsible for overseeing store operations and managerial duties such as; scheduling, creation and implementation of sales goals, employee training, talent acquisition, product merchandising, managing a team of 10-15 people, and facilitating business-to-consumer transactions.

While employed at Sears Holdings Corporation (Kmart), I was responsible for ensuring customer satisfaction on the sales floor by assisting customers with questions and attending to consumer needs. I was also responsible for updating floor plans and product merchandising.