SUMMARY:

Training and Development professional with over 14 years experience in the design, development and delivery of training and training materials. Excellent communication, presentation, technical and leadership skills.

PROFESSIONAL EXPERIENCE:

Confidential

Curriculum Development Project Manager

• Developed project plan and curriculum map for training.
• Attending planning meetings during creation of Business Requirement Documents (BRDs) and CRs.
• Attended daily Contact Center Huddle.
• Met regularly with vendor ( Confidential ) and Confidential to develop training strategies.
• Attended configuration/design sessions for Public Website, Member Portal and IVR.
• Maintained Member Services Rep (MSR) SharePoint site.
• Participated in planning sessions for Blackout Period.
• Facilitated Call Center SWAT team meetings.
• Participated in Call Notes Standardization JAD Sessions.
• Participated in redesign sessions for ID Card/PCP change workflow.
• Participated in Grace Period requirements validation meetings
• Participated in SSO and API integration discussions.
• Attended MSR Training on CRM/QNXT system.

Confidential

Trainer/Instructional Designer

• Training Project Lead for several business lines. Planned, developed and delivered training materials and training including Gap Analysis and post - training evaluations.
• Worked with Change Management Manager delivering “early look” presentations of software to set expectations.
• Designed, developed and delivered training materials and training of new Reporting Tools for Financial Analysts.
• Trained Financial Accounting Office employees on how to troubleshoot timekeeping issues in SAP using Z Reports.
• Developed Web-Based Training for NERC CIP employees and SharePoint users using Articulate Storyline.
• Developed and delivered training for DASH - Nice Performance Management for Call Center agents and managers including Train-the-Trainer and End User training
• Worked with technical and business SME’s to load transactional data and User ID’s for all business lines into training environment for CMS training rollout.
• Delivered all Supervisor training for all business lines

Confidential

Senior Instructional Designer

• Designed, developed and delivered Train-the-Trainer and End User training materials and training for MyVitals - Nice Performance Management for Call Center agents and managers in Mid-Atlantic States, Oregon, Colorado and Southern California. All Southern California trainings were delivered via Webex.
• Maintained Project Management Plan for CCS Training Department.
• Worked with 3rd party vendors and stakeholders to coordinate trainings.
• Wrote post-training reports.

Confidential

Training Lead Consultant

• Co-authored Training Plan and Deliverable Expectation Document (DED) for training material delivery.
• Visited field staff in support of Change Management and to do Needs Assessment.
• Designed training schedule for statewide rollout included working with State representatives to coordinate training equipment and locations.
• Led design, development and delivery of UAT training.

Confidential

Senior Training Coordinator

• Developed and assisted in delivery of a system architecture overview, including defining flow of external data feeds, how data lands on mainframe, what jobs are used to process and stage data to flow to data warehouse, as well as reports and return files that go back to manufacturers and plans.
• Developed training for Coverage Gap functionality including changes to Prescription Drug Event records and tables, Manufacturer’s Agreements, Manufacturer’s Invoicing and Disputes, calculations to determine coverage, and Monthly Reporting.
• Developed training for all reporting including MicroStrategy as well as monthly reports generated from the mainframe.
• Training on Payment Reconciliation System to examine how payments are reconciled at the end of each quarter to balance payments between manufacturers, plans and CMS.

Confidential

Training Lead Consultant

• Wrote training charter to develop work plan schedule for all training materials and training for pre- implementation and post go-live development, delivery and support.
• Managed team of thirty trainers and developers that developed Web-Based-Training, Instructor Led Training Guides, User Manuals, Quick Reference Guides and other reference materials that supported successful state-wide software rollout.
• Oversaw review of all training materials delivered by vendor (CGI), including Training Guides, User Manuals, Quick Help Guides and Web-Based Training (WBT) using topic papers, work flow documents, outlines, approved scenarios and OR-Kids application as basis for review, as well as frequent meetings with subject matter experts (SME’s).
• Managed team that delivered training for On-Site Support Team, Service Desk and Train-The-Trainer (T3) for 30 State Trainers.
• Weekly meetings with Project Managers, Implementation Managers and Business Transition Team and SME’s for planning and updates.
• Personally wrote the Training Guide for Financial Courses due to complexity of subject matter.
• When rollout was delayed due to conversion data issues, scheduled and trained 35 trainers and support staff to maintain and update training materials using change requests and incident reports.
• Delivered Pilot Training.

Confidential

Training Consultant

• Trained all modules for SNAP, TANF and Medicare including but not limited to Data Collection, Eligibility Determination and Benefit Calculation, Authorization, Client Correspondence, Troubleshooting, and Reporting.
• Provided on-site support post go-live.
• Created job aides for Self Service Client Application.

Confidential, WASHINGTON

Training Lead Consultant.

• Co- writer of Training Plan and Deliverable Expectation Document (DED).
• Managed 10 trainers and instructional designers as direct reports. Team designed and developed User Manuals, Quick Help Guides, Instructor Guides, Storyboards, WBT’s and Online Help. Developed over 15,000 pages of training material. Material was developed through attending design sessions, discussions with Subject Matter Experts (SME’s), reviewing topic papers and using application.
• Attended design meetings with State SME’s to develop class content. Attended meetings with Program Advisory Group and Implementation Leadership Team to deliver project updates.
• Delivered Train the Trainer to over 60 State and consultant trainers who in turn trained over 3000 end users (5000 training seats).
• Developed and delivered training to executive and specialty groups.
• Presented 2 day statewide webcast to over 170 On-Site Support workers covering Day One Go-live start-up check list, support resources and detail level areas of concern prior to 30 day post-rollout support.

Confidential, NEW JERSEY

Training Consultant

• Trained state employees on all aspects of system including Investigations, Ongoing Case Management, Financials, Resources, and Supervisory Tasks.
• Performed front to back Smoke Test of application prior to go-live.
• Designed and delivered one day refresher course for trainers prior to go-live.