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Learning And Development Manager/quality Assurance (qa) Operations Manager Resume

Tallahassee, FL


  • With Extensive Experience In Information Resource Mgt. Technology Operations Customer Support Project Mgt.
  • Produced solutions to complex problems and developed systems in support of business operations at the executive level.
  • Focused leader specializing in information technology, project management and knowledge management.


Confidential, Tallahassee, FL

Learning and Development Manager/Quality Assurance (QA) Operations Manager


  • Design and develop all training materials for the Confidential ’ Compensation Program.
  • Train personnel by conducting formal classroom courses, workshops.
  • Provide daily supervision and direction to training staff and ten QA analysts.
  • Develop processes for call center agents and healthcare claims processing agents.
  • Prepare, maintain and submit performance and productivity reports as required to meet SLA’s.
  • Identifies quality problems, initiates, recommends, and provides solutions, and verifies implementation to solutions.
  • Designed and developed mandatory training for medical coding transition to ICD - 10 for call center, billers, providers, and claimants

Confidential, Tallahassee, FL

Manager of Technology Support


  • Supervised and assigned duties to eight help desk technicians and two technical trainers.
  • Managed and maintained the Learning Management System (LMS).
  • Led project to create a new legal operations center to streamline processes and create 24 hour response times
  • Hired, trained and managed eight help desk and one trainer for new legal operations center
  • Managed project to implement help desk ticketing system decreasing incident input time by 30 percent
  • Consolidated three help desk knowledge bases to facilitate faster knowledge transfer through SharePoint

Confidential, Fort Rucker, AL

Master Instructor/Knowledge Manager


  • Developed and delivered professional education to Confidential.
  • Performed continuous knowledge management assessments and authored organization knowledge management strategy.
  • Performed organization Knowledge Management assessment and authored Knowledge Management strategic plan
  • Facilitated over 1200 hours of platform instruction


Legal Administrator


  • Developed and executed an annual operating budget of $565,000
  • Provided personnel, administrative, logistical, fiscal, and information systems management services to 61 attorneys and 102 support personnel in eight offices in Confidential that served a client population of over 63,000 people
  • Managed project to relocate the legal office and 30 personnel

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