Key Skills

Able to forge solid working relationships with stakeholders
Excels with conflict resolution
Works with minimal supervision
Demonstrates strong command of USAA’s insurance service, billing and frontline underwriting procedures
Expert communicator (professional experience in written, verbal and visual presentations)
Experience with small, whole group and individual instruction.
Creating/Implementing Development Plans
Developing curriculum while maintaining mental agility to adjust schedules if needed for completion of targeted milestones and goals
Developing Curriculum for English Language Learners and learners with varying exceptionalities

Holds advanced knowledge of:

Resume: Text

Resume

Career & Educational History

August 2020 - Present

Identifies and manages existing and emerging risks that stem from business activities and the job role.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
Follows written risk and compliance policies and procedures for business activities.
Organizes course content to produce curriculum that meets learning needs of the business.
Develops and manages timelines and milestones.
Collaborates with internal business partners to validate that curriculum solutions align to business priorities and strategy for operational effectiveness.
Participates in peer to peer reviews to ensure consistency, quality, and appropriate use of course content guidelines.
Develops tools and processes to measure effectiveness of curriculum solutions and learner performance to ensure solutions meet employee skill development requirements.
Guides the business on strategy implementation in the pursuit of business solutions.
Applies understanding of the business, its products and processes in order in order to reshape content for changing needs.
Gathers information, analyzes data trends and best practices, identifies root cause(s), and provides information to the business or project teams.

August 2018- August 2020

Facilitate classes to new and existing employees both in person and virtually on insurance topics such as Auto, Renters, Valuable Personal Property, Homeowners, Condo, Rental Property, and Umbrella Insurance.
Manage and coach learners on performance and behaviors while implementing Personal Improvement Plans and remediation when needed.
Teach Continuing Education courses for insurance license requirements.
Update company course content, through submitting revisions.

July 2017- August 2018

Issued & serviced property and casualty insurance products such as umbrella, property, auto, and valuable personal property policies in all 50 states.
Operated on the Insurance Helpline call queue to assist insurance professionals with their questions in relation to insurance.
Compliance point of contact for the team and the district.
Mentored and developed new employees within my district to promote self-discovery and overall team growth.
Collaborated with leadership in handling manager escalations to resolve complex issues efficiently and in a timely manner.

August 2015 - February 2017

Issued and serviced P&C insurance products (Auto & Property) in 20 states while abiding by all necessary state guidelines and ensuring compliance.
Functioned as the point of contact for Compliance for a team of 16 peers.
Began honing listening skills, identifying potential needs for our members, and developing conversations to educate members.
Sharpened understanding and overall knowledge of USAA’s CAS Billing system, as well as navigating PAS and Dual-facing systems for Automobile and Property issuing and servicing.

January 2020 - December 2021

Focusing on Systematic Instructional Design and Distance Learning.
Current GPA 4.0
Phi Kappa Phi Honors Society

August 2013 - December 2017

Reading (K-12) & ESOL Endorsed
Program GPA 3.54

For further details about my professional and educational history, contact me today.

Resume: CV