Experience

• 

  Centene corporation

  Jan 2005 - Mar 2018

  Provided education in lean methodology via instructor led courses using DMAIC and PDCA concepts.• Closed 91% of projects assigned within a 9-month period involving cross-functional teams.• Responsible for designing and maintaining SharePoint and intranet sites• Co-designed and delivered introductory lean training involving concepts and lean six sigma quality tools via simulated activity.• Spearheaded an eight-month initiative consisting of monthly awareness activities that reinforced concepts and tools learned in lean training. • Led project team for onsite training which involved internal and external vendors & facilitator.Accountable for designing and delivering high impact new hire training for a call center. • Directly responsible for coordinating training assignments for six trainers in multiple locations.• Coordinated yearlong conversion project from paper to online assessments using Questionmark and Authoring Manager applications. This conversion resulted in a 15% decrease in total time needed to complete new hire training classes.• Maintained database for all training classes, trainer availability, changes to new hire classes, and training room assignments in multiple locations.• Improved process for tracking equipment loaned to departments resulting in zero loss of training equipment.• Managed knowledge base library of policies and procedures for Medi-Cal line of business.• Conducted trends analysis to identify learning gaps and create refresher training as needed.Accountable for module updates and design. Designed and created training assessments for new hire and enterprise-wide training initiatives. • Collaborated with subject matter experts to create new material.• Employed tools such as FS Pro, SnagIt, Questionmark, Authoring Manager, and Infomapping Show less TRAINING SPECIALIST III Process Improvement Department. (2016-2018)•Delivered education in lean methodology including DMAIC and PDCA concepts.•Closed 91% of projects assigned within a 9-month period with cross-functional teams.•Responsible for designing and maintaining SharePoint and intranet sites•Spearheaded an initiative consisting of monthly awareness activities reinforcing concepts and tools covered in lean training. •Led project team involving internal and external vendors & facilitator.•Conducted call analysis•Reported status updates on assigned projectsCURRICULUM DESIGNER Training Department (2014-2016)•Designed online training assessments and activities for new hire and enterprise-wide initiatives. •Completed module updates within 5 business days of new procedure implementations.•Collaborated with subject matter experts to create new modules ahead of requested completion deadlines by an average of 15%.•Applied designer tools such as FS Pro, SnagIt, Questionmark, Authoring Manager, and Infomapping.•Negotiated with clients the scheduling of new hire classes•Allocated trainers (North & South) and training rooms for scheduled classes•Mentored trainers as needed•Processed group mailbox training requests•Maintained training and module databases and updated as needed (Excel and Access databases)TRAINING SPECIALIST II Training Department (2005-2014)•Coordinated yearlong project converting to online assessments. Project resulted in a 15% decrease in total time needed to deliver new hire training.•Maintained training database which tracked all training classes, trainer availability, changes to classes, and training room assignments in multiple locations.•Improved process for tracking equipment loaned out to other departments resulting in zero loss of training equipment (headphones, projectors, speakers, etc.).•Managed knowledge base library of policies and procedures. Show less

  • Lean Process Consultant / Training Specialist / Curriculum Developer

    Aug 2005 - Mar 2018

  • Training Specialist III

    Jan 2005 - Jan 2018
• 

  Maximus

  Nov 2018 - now

  Operations supervisor

  Implemented several process improvements that streamlined supervisory and Command Center processes (QC tracking & Ticket Tracking that efficiently managed call auditing & contact tracing calls).Responsible for high profile efforts within AZPC-CT projects (Schools Team & Command Center)Responsible for creating Program Alert communications for new and updated proceduresWorked closely with manager on the direction of call center operationsAchieved and maintained top performing call center teamsDeveloped an Employee Communication Log template for Human Resources that was implemented with all projects under the Standardized Operations and Analytics divisionImplemented successful Recognition program improving performance by 50%Mentored new supervisors in all assigned projects Show less