Accruent

Maintenance Connection
• Manage and lead the delivery of training programs for one or more of our product lines
• Deliver training via online virtual classroom and webinars  to on-board new customers
• Assist in content development and creation of supplemental training materials
• Gather feedback from customers to evaluate effectiveness and identify areas for further development
• Provide continuous improvement of learning opportunities across the organization to ensure the maximum effectiveness of the company's efforts
• Work cross-functionally with other departments, developers, product owners, consulting, marketing, etc to update all courses effectively with most recent updates to Maintenance Connection Software
• Consistently demonstrate Accruent’s values: respect, integrity, drive to excellence, results orientation, winning attitude, and hard work

Product Trainer

#PAIN

Business Development, Onboarding, Training, Recruiting, Social Media Marketing, Network Agreements, Relationship Building, Engagement

Consultant

Fluke Corporation

Emaint Maintenance Management Software
•	Identifies and monitors training needs and designs, plans, and implements training programs, policies, and procedures to fulfill those needs.
•	Develops training manuals, agendas, curriculum, and documents that target tangible results.
•	Implements effective and purposeful training methods.
•	Manage Bootcamp style trainings to ensure effective sales, attendance, and delivery.
•	Plans and delivers bootcamps on the road. Works with event venues to secure locations, manage registrations, get materials sent, and deliver content or supervise trainer while dealing with logistics.
•	Manages event platform Bizzabo so training registrations, agendas, dates, event emails, etc are designed for each training that is done. Meets with Bizzabo CSM once a month and handles subscription.
•	Manages expense reports for self and assists trainers to submit expense reports in a timely manner.
•	Effectively communicates with team members, trainers, management, and clients.
•	Builds and retains relationships with peers, other departments within the organization, and customers to ensure a smooth training process and customer satisfaction.
•	Works closely with marketing to develop and update training materials/ documents, website data, social media posts, etc.
•	Manages training calendar/scheduler through resource guru to ensure resources are available when needed.
•	Understands the processes of business development, sales, implementation, customer success, support, training, to ensure cross functional relationships and customer transition
•	Drives brand values and philosophy through all training and development activities.
•	Stays up to date with salesforce and survey monkey customer feedback to coach team and continue to development new training content/materials to satisfy customer requests.

(See resume for full list of priorities)

Training and Development Manager

Emaint Maintenance Management Software
•	Travels up to 80% of the year, to customer sites worldwide to deliver on site training of eMaint Software functionality
•	Learns as much about eMaint Software, Fluke tools, and new releases in order to deliver/educate customers.
•	Prepares agendas and training content based on each client’s specific requirements
•	Provides Tier 1 product support/ configurations for eMaint software applications to end users.
•	Manages eMaint software support phone calls, email and chat communications.
•	Finds and communicates accurate solutions to issues reported by end users while using eMaint products through analytical talent and strong troubleshooting abilities.
•	Works in a team environment and independently to provide unparalleled support to customers in a wide variety of industries.
•	Demonstrates a desire to help other people with specific technical issues and be able to understand the support process from the customer point of view.
•	Contributes to the growth of eMaint knowledge base by creating product documentation addendums.
•	Assists in updating training course materials and website training content.
•	Actively participates in software product testing process to ensure new versions of software are ready to release.
•	Demonstrates excellent mechanical aptitude and problem-solving skills.
•	Demonstrates polished verbal and written communication skills
•	Demonstrates excellent interpersonal skills required with the ability to communicate technical information effectively.
•	Speaks to large groups, and new people every week
•	Designed remote training agendas/curriculum quickly when COVID brought traveling to a fast stop
•	Works/and travels independently with no supervision
•	Completes travel expense reports within concur system within one week of travel
•	Imports training notes/acceptance forms within salesforce system within one week of training

(See profile for full list of priorities)

Software Product Trainer

UnitedHealthcare

•	Organized and delivered training appropriate to adult learners 
•	Supported innovative learning solutions that focused on the needs of the learners 
•	Participated in planning, development, and evaluation of new material used for training 
•	Developed training goals, objectives, materials and measurements that promote desired performance outcomes 
•	Actively participated in the design and process documentation, by providing content/documentation feedback 
•	Mentored and developed delivery support staff provided by business partners locally and nationally 
•	Delivered training and other learning experiences with a high degree of professionalism, enthusiasm, and passion for the subject matter areas; provided training of all varieties, ie. Train the trainer, on the floor trainings, classroom orientation, WebEx virtual training, and unit meetings 
•	Built collaborative partnerships with peers, others in the dept., and with business partners 
•	Established effective working relationships with all levels of staff and management 
•	Always showed a high level of integrity and demonstrates the ability to handle sensitive and confidential information in a professional manner 
•	Managed, planned and prepared for each class productively with no supervision 
•	Provided training expertise to various departments and different lines of business 
•	Always maintained professionalism in all interactions with learners and business leaders.
•	Performed other duties to support projects contributing to department goals 
•	Has trained up to 60 adult learners with multiple skill sets, in classrooms, and virtually 
•	Helped with pilot classes to organize information and make sure everything flows smoothly 
•	Was chosen for domestic travel to 4 states to stay for weeks-months, to train classes of 25+ trainees. *Received Award nominations for best performance in a classroom, and best performance in a project *Received Professional Foundation Training Certification

Senior Operational Trainer

•	Responded to incoming Provider and Member calls regarding prior authorization status/details.
•	Made outbound calls to members and provider to collect missing information on prior authorization cases.
•	Resolved Customer Service inquiries which could include entering notifications/Providers' status of an existing notification and determining if notification is required.
•	Entered and corrected information previously entered in prior authorization case, in order to ensure cases are handled properly with correct ICD-10, CPT coding.
•	Provided excellent Customer Service to both Providers and Enrollees.
•	Consistently met established productivity, schedule adherence, and quality standards while maintaining great attendance.
•	Worked independently and completed tasks without supervision.
•	Ran reports for supervisor, to make sure all team members are handling cases in a timely manner. -Trained groups of new employees and provided support to all employees answering any questions they may have.
•	Supported many different sensitive projects/assignments and issues.
•	Handled sending birthdays emails with most of our team being virtual/telecommuting to keep morale high.
•	Reviewed with management individualized reports reflecting daily production and quality to accurately measure and monitor predetermined company, position, and individual goals.
•	Became Senior Coordinator (Subject Matter Expert) –Covered for supervisor when unavailable, monitored remote, and in office employees, ran reports, attended supervisor/management meetings, and served as a team lead/SME for department.
•	Was chosen to travel to Minnesota Corporate office and assist with Migration Support Command Center.
•	Received a spot award for taking on many different projects, assisting supervisor, virtually training 11 new hires, and always volunteering for additional tasks.
•	Received Preceptor certification

Senior Clinical Administrative Coordinator SME

Community Health Network

•	Answered incoming inquiries from members & providers pertaining to Medicaid and Charter Oak benefits/eligibility.		
•	Consistently adhered to all privacy & security standards in verifying caller’s ID & ability to receive PHI; verified member eligibility and/or provider participation using appropriate data sources. -Responded accurately & appropriately to member & provider inquiries concerning program benefits/ access to care.
•	Consistently treated members & providers with courtesy & respect as evidenced by review of written documentation & call monitoring.
•	Assisted members with scheduling appointments with providers, and transportation.
•	Appropriately escalated complex cases/issues to senior reps. or management.
•	Documented clearly and concisely stating caller concern, actions taken, next steps and disposition of call.
•	Worked alone, or with others to resolve customer and provider issues.
•	Effectively responded to members and providers in a timely manner to ensure satisfaction of service. 
•	Assisted with training other representatives on new systems.
•	Was identified as a mentor to train new hires 
•	Was assigned job as party planner/ morale booster.

Provider Services Representative

Healthnet 

•	Handled general inbound calls and correspondence related to all aspects of service.
•	Effectively communicated written and verbally, Health Net policies, procedures and applicable benefits and procedures to members and/or providers who misinterpreted, were unaware of, or questioned a Health Net policy, claims, benefits, or authorizations.
•	Researched claims according to established policies and procedures and determined claim status.
•	Handled difficult or sensitive issues appropriately while maintaining the highest level of customer confidentiality, showing empathy, and meeting all department standards for quality and productivity -Interpreted Health Net remittance and member explanation of benefits. 
•	Assigned to “special” team that handled escalated calls pertaining to lawsuits, remediation, and security breaches. 
•	Worked in fast-paced environment, investigating customer and provider problems, while initiating appropriate action to ensure timely resolution. 
•	Received 3 spot awards; one for maintaining morale and helping decorate, coordinate, and plan events. The others were for handling lawsuit/security breach calls which are more sensitive and time consuming than calls pertaining to benefits, claims, or authorizations.

Customer Relations Representative

Training & Development Professional | Make A Wish Volunteer | Positive Leader | Engagement Linchpin | Master Networker | Happiness Superspreader  | Former Leadership Board VP  | Cross-functional Networking Chair

Training and Development professional who enjoys being a part of others' success. I believe in bringing sunshine wherever I go, which makes me extremely passionate about morale, engagement, always inclusion, diversity, and anything that brings people together instead of driving them apart. I am on Linkedin to professionally connect with anyone who would like to network/discuss ideas. Networking is a beautiful thing, and having so many successful, driven people at our fingertips is truly a blessing. Reach out anytime.

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Amanda Ortiz

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