Lamar A. Wadsworth
Corporate Trainer, Health insurance
Kansas City, MO · (816) 555 0101 · name@example.com · linkedin.com/in/lamarawadsworth
Key Qualifications
EXPERIENCE
Eight years in training and quality, six in contact center training
INDUSTRIES
Health insurance, retail banking, telecommunications
SPECIALTIES
New hire cohorts, call handling practice, coaching, course building
SYSTEMS
Cornerstone OnDemand, Articulate Storyline, Camtasia, Zoom, Microsoft Teams
CREDENTIALS
Associate Professional in Talent Development through the Association for Talent Development
EDUCATION
Bachelor of Arts in communication, University of Missouri at Kansas City
Executive Summary
Corporate trainer for a health plan with 2,100 employees, working mostly with new customer service representatives. Eight years in training, six of them in contact centers. Runs cohorts of twenty four, writes the practice calls and the knowledge checks, and stays with each class through its first two weeks on the floor.
Signature Achievements
- Trained 340 new customer service representatives across fourteen cohorts with average class completion of 94 percent.
- Cut the time for a new representative to reach the quality standard from eleven weeks to seven by adding recorded call practice in week two.
- Raised ninety day retention of new representatives from 68 percent to 82 percent after rewriting the first week to start with real calls instead of policy reading.
- Built nineteen short courses on plan benefits and claim rules that the service floor now uses as refreshers.
- Taught sixteen team leads how to coach against the quality form, which lifted floor quality scores by six points.
Professional Experience
Corporate Trainer
Heartland Care Plan, Kansas City, MO 2021 to present
Trains new and current customer service representatives for a health plan serving 400,000 members.
- Runs new hire classes of twenty four through a six week program that ends with two weeks of supported calls.
- Writes the practice scenarios, the knowledge checks and the certification call every trainee must pass.
- Builds short courses for annual benefit changes and new claim rules.
- Reports completion and pass rates from the learning system every month.
Training Specialist
Missouri Valley Savings Bank, Overland Park, KS 2018 to 2021
Delivered branch and call center training for a bank with 900 employees.
- Ran teller and personal banker onboarding for every new hire.
- Delivered annual compliance training and tracked completion for all staff.
Customer Service Team Lead
Gateway Communications Services, Springfield, MO 2016 to 2018
Led a team of twelve customer service representatives at a telecommunications provider.
- Coached representatives on call handling and documentation.
- Onboarded new team members and tracked their first month closely.
Licensure and Certification
Associate Professional in Talent Development, Association for Talent Development
Certified facilitator, Crucial Conversations
Education
Bachelor of Arts in communication, University of Missouri at Kansas City, 2016
Core Skills
Classroom facilitation · New hire onboarding · Course building · Knowledge check design · Call coaching · Learning system administration · Quality partnership · Virtual delivery · Ramp measurement · Train the trainer