This is my profileContact via CazVidPhilip
Training & Development Lead with 10+ years in Insurance & Customer Service
Contact
Competencies
Designs, updates, and implements training programs for diverse organizational needs within insurance and customer service sectors.
Manages complex customer service issues, ensuring effective resolution and fostering customer satisfaction.
Provides ongoing coaching, mentorship, and leadership development to teams and individuals.
Monitors and evaluates training effectiveness and employee performance using assessments and KPIs.
Stays current with industry regulations and best practices to ensure training content relevance.
Education
Languages
Summary
Dedicated senior analyst with over a decade of designing and delivering effective training programs, managing customer relations, and leading team development initiatives in insurance and customer service industries. Skilled in creating tailored training solutions, assessing needs, and improving...
Key Achievements
- Developed and implemented comprehensive training programs at Accenture, enhancing employee skills and organizational knowledge.
- Led and facilitated over 50 virtual and in-person training sessions on leadership, communication, and industry-specific competencies.
- Assessed training needs and created tailored materials, maintaining alignment with industry standards and organizational goals.
Experience
INSURANCE/ANNUITIES PROCESS TRAINER LEAD | SENIOR ANALYST
Developed and implemented training programs to enhance employee skills and knowledge across various departments., Led and facilitated in-person and virtual training sessions on leadership development, team building, communication skills, and other essential competencies., Assessed employee training...
INSURANCE/ANNUITIES PROCESS TRAINER | ANALYST
Designed, developed, and delivered comprehensive training programs to new and existing employees in the insurance sector., Created and updated training materials and manuals tailored to various insurance and annuity products and services., Conducted in-person and virtual training sessions on...
INSURANCE/ANNUITIES CUSTOMER SERVICE | ANALYST
Managed and troubleshoot complex customer service issues involving cross-functional partners using advanced technical skills., Problem-solved effectively to deliver impactful solutions and took ownership of customer issues, providing follow-up and escalation when necessary., Guided insured and...
INSURANCE/ANNUITIES CUSTOMER SERVICE | RESOLUTION SPECIALIST
Engaged with customers to understand needs, resolve issues, and answer product questions., Resolved escalated issues and prevented account losses by correcting discrepancies., Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support., Provided...
CUSTOMER SERVICE | ASSOCIATE
Delivered fast, friendly, and knowledgeable service for routine questions and service complaints., Met and exceeded productivity targets by providing top-notch customer service., Addressed inquiries, resolved customer issues, and managed customer relations., Relayed customer feedback to...