Amy Serrano

Experience

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  State farm

  Aug 2004 - Mar 2010

  Office manager

  Assist clients in claim processingResponsible for bank procedures, reconciliation, and office processesProduce growth of new accounts and compliance of State and Company RegulationsDeveloping an in-office reference manualAssisted in development of Zone wide training schedule and topicsSuccessfully train new staff and Agent Interns

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  Farmers Insurance

  Mar 2010 - Mar 2013

  Med/PIP General Adjuster

  Performed meticulous analysis of medical records and conducted comprehensive investigations, allowing for precise determinations of coverage and liability for personal injury protection claims, ensuring appropriate claim payments. Utilized analytical skills, as well as strong background in negotiations, to successfully secure settlements with medical providers, attorneys, and claimants. Contributed significantly to the development and execution of training programs for new adjusters in collaboration with internal teams. These programs not only enhanced the knowledge base of new team members, but also ensured consistent and accurate claims handling throughout the organization. Serve as a subject matter expert for the Farmers PIP Strategy team. Acted as a peer guide, mentoring and training new team members, further contributing to the knowledge transfer and overall success of the team. Show less

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  Bristol West Insurance Group

  Mar 2013 - Aug 2023

  Created an atmosphere that resulted in 100% engagement and intent to stay on the team. Developed and implemented training programs for all employees, onboarding, leadership and progression, resulting in an increase in employee productivity and earlier resolution of claims. As a learning leader I possess and utilized the following skills: Training, Communication and Facilitation: Effectively communicate complex concepts that engage learners, and facilitate discussions. I am adept at delivering training sessions, coaching and developing other trainers to improve their training skills.Needs Assessment: I can identify specific learning needs of individuals or teams. Conduct a thorough needs assessment and analyze gaps in skills to create a successful training program.Curriculum Development: I have created well-structured training programs that align with organizational goals and individual learning needs. This includes instructional design, content creation, project management, and assessment.Learning Technology: Onboarded vendors: VYOND, INKLING and utilization of Adobe Creative Cloud. Project Management: Mangaged multiple initiatives, and deadlines. I am organized and capable of tracking progress, adjusting plans, and ensuring projects stay on course. Partnering with project and quality teams is an instrumental component of my role, as cross-functional collaboration is key to the success of any project. I work alongside subject matter experts, for all lines of business, and executive members.Change Management: Training involves new processes or tools, change management skills are considered in any project. I can navigate resistance and guide employees and stakeholders through transitions.Industry Knowledge: I understand principles such as andragogy, and utilize adult learning theory in the design and delivery of training programs. I stay updated on trends not only provide direction to the department, but to develop facilitators and designers. Show less Delivered engaging and interactive training sessions to diverse groups of employees, employing a variety of instructional methods to enhance the learning experience. My ability to evaluate training needs and identify knowledge gaps has been instrumental in creating focused and effective training materials and resources. I have a history of collaborating seamlessly with cross-functional teams, working together to design and deliver customized training solutions that are perfectly aligned with organizational goals and objectives.My dedication to delivering high-impact training has consistently contributed to the professional growth and success of employees and organizations alike. Show less

  • Training and Delivery Manager

    Sept 2017 - Aug 2023

  • Training and Delivery Specialist

    Mar 2013 - Sept 2017
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  Elevance Health

  Nov 2023 - now

  Training Manager I

  Currently building a team of new training facilitators to support the expansion to 4 multi-state call center locations. Setting up the foundation and building the processes to effectively collaborate with the operations partners. Collaborating with Workday learning SME's to build a site to house our knowledge library. Working to identify true processes for the SOP and separate out job aids. Onboarded 350 new associates. Streamlined orientation to create a better day 1 experience to aid in retention. Show less