Tasha Smith, MBA

Experience

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  TrailBlazer Health Enterprises, LLC

  Jan 2004 - Jan 2007

  Congressional Liaison

  Responsible for timely and accurate responses to Congressional inquiries initiated by Medicare beneficiaries regarding their Medicare coverage and benefits. Also responsible for the timely and accurate responses to regional offices of the Centers for Medicare & Medicaid Services.

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  Bravo Health

  Jan 2007 - Jan 2009

  • Worked with senior management to align the Quality Assurance department with the company’s overall values, mission, and goals.• Supported and managed a team of Quality Analysts responsible for monitoring and coaching Customer Service Representatives.• Audited and coached Quality Analysts to ensure that company established quality standards were consistently met. • Audited recorded customer service calls to determine whether the company’s service standards were met.• Coached customer service representatives whose audited calls did not meet the company’s established minimum quality criteria.

  • Supervisor, Quality Assurance

    Jan 2008 - Jan 2009

  • Quality Assurance Specialist

    Jan 2007 - Jan 2008
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  Briljent

  Jan 2009 - Jan 2013

  • Supported and provided guidance to a team of Instructional Designers responsible for creating and maintaining accurate and up-to-date training materials for Medicare Call Center Representatives. • Performed audit reviews of training products to ensure client deliverables were within quality benchmarks.• Coached low performing team members to acceptable performance levels. • Hired and developed on-site and remote Instructional Designers. • Used adult learning principles and the ADDIE model to develop training materials for Medicare Call Center Representatives. • Gathered background and historical information necessary to conduct needs analysis, write instructional objectives, determine appropriate training mediums, and create learning solutions.• Used project management skills to manage the development process.• Maintained accurate documentation for auditing purposes.

  • Training Supervisor

    Jan 2012 - Jan 2013

  • Instructional Designer

    Jan 2009 - Jan 2012
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  HighPoint Global

  Jan 2013 - Jan 2018

  Senior Project Manager

  • Successfully implemented and subsequently managed a high-visibility tax project that prepared Customer Service Representatives to assist Marketplace consumers with fulfilling their obligations to submit proof of health coverage during the tax-filing process.• Successfully led a project team through over ten system release projects delivering Training and Content products that consistently exceeded contract quality and timeliness requirements.• Created and implemented processes to facilitate improved product quality within the cross-functional Systems Release project team.• Create and manage project plans, manage project milestones and deadlines, and maintain project documentation.• Manage client expectations through frequent and clear communications. • Manage and communicate a clear vision of project objectives and motivate the cross-functional project team to achieve them.• Led matrixed teams through projects with undefined or nebulous requirements. • Mentored project management staff on best practices in line with industry standards. Show less

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  HighPoint Global

  Aug 2018 - Sept 2021

  Training Manager

  • Created and implemented a vision and structure for the newly formed Training team.• Developed new streamlined processes that allowed a leaner Training team to operate at a significant cost savings to the company. Directed a robust on-boarding program that consistently receives feedback that it is the best on-boarding ever experienced.• Conducted interviews to staff to team capacity, hiring over 15 training professionals and Project Managers, and contributing to the hire of a second team manager. • Oversee and provide guidance during the planning and development of training materials to ensure adult learning principles are applied. Ensure contract compliance of quality and timeliness requirements. Oversee the evaluation of completed training to determine training effectiveness and make recommendations for additional refresher training.• Developed and manage an internal Training program that uses the team’s talents to develop and facilitate trainings on topics requested by the team. Improve the team’s knowledge and application of Instructional Design principles and trends, encourage learning and sharing within the team, and encourage creativity and engagement.• Perform performance reviews and coach and mentor team members, as necessary. Perform additional supervisory tasks such as ensuring compliance with time-keeping tasks, monitoring performance, approving time-off requests, etc. Show less

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  Baltimore Gas & Electric

  Nov 2021 - now

  Sr Manager, Utility Training