Chyna Reed
Tempe
Summary
Content and Training Specialist with a proven track record in developing effective training programs that enhance employee performance. Expertise in software troubleshooting and coaching drives continuous improvement and strategic management. Achieved over 30% improvement in customer support response time, significantly boosting client satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Content and Training Specialist
One Medical
Tempe
01.2025 - Current
- Developed and delivered training programs for new hires, facilitating effective onboarding and integration into the team
- Trained trainers on best practices in instructional design methodologies, improving overall training quality
- Evaluated trainee performance through assessments and provided constructive feedback
- Coached employees one-on-one to address specific skill gaps identified during training, enhancing individual performance
- Managed the scheduling logistics of training sessions, ensuring optimal attendance rates
- Maintained accurate records of employee training progress and certifications using learning management systems (LMS)
Financial Services Professional
LPL Financial
Tempe
09.2024 - Current
- Collaborated with Financial Advisors to enhance client service delivery.
- In this dynamic environment, handling around 30-35 inbound calls daily from Financial Advisors and their assistants.
- Cultivated exceptional advisor service in every interaction.
- Guided and troubleshot proprietary financial technology software and various financial applications, including internet browsers, mobile applications, email, and affiliate technology.
- Completed focused SIE training sessions to enhance financial knowledge.
- Managing a high volume of inbound and outbound phone calls.
- Utilizing Softphone integration and US Bank check system.
- Accessing client data via BETA.
- Enabling representatives to deliver first-contact resolution when advisors contact our support team.
Behavior Technician
Centria Healthcare
Tempe
06.2024 - 09.2024
- Implemented behavior intervention plans for clients with developmental disabilities.
- Delivered individualized skill training for clients, focusing on effective potty training techniques to enhance independence.
- Supported client throughout the day to promote skill development and foster a fulfilling lifestyle.
- Collaborated with families to ensure consistency in behavior strategies at home.
- Assisted in collecting data on client progress and behaviors daily.
Paraprofessional Special Education Dept
Joliet Township High School
Joliet
09.2021 - 06.2024
- Supported students with special needs during lessons and activities, enhancing their engagement and learning outcomes.
- Monitored and guided student behavior, fostering a positive and supportive learning environment.
- Supervised and managed cases for students with disabilities, facilitating their transition from a 4-year high school program to community-based employment.
- Supported teachers by preparing instructional materials and classroom resources.
Customer Service Representative
SGS Consulting
Newark
05.2021 - 09.2021
- Delivered exceptional customer support through phone, email, and chat channels.
- Resolved customer inquiries and issues with effective communication and problem-solving skills.
- Collaborated with team members to streamline service processes and enhance customer satisfaction.
- Assisted Aetna Better Health of Illinois with client inquiries and support tasks.
- Scheduled Covid-19 vaccination appointments through outbound calls to Aetna clients.
Customer Service Representative
Everise
Chicago
09.2020 - 05.2021
- Assisted members with account inquiries and referrals through inbound call handling.
- Provided customer service support for Humana Health Insurance, focusing on third-party line of business.
- Promoted to claims enrollment specialist for demonstrating strong performance and customer service skills.
Customer Service Representative
KForce Flexible Solutions
Chicago
09.2018 - 05.2021
- Customer Service Representative at First Midwest Bank Operations Center.
- Managed inbound customer calls, providing account balance and transaction details to enhance customer experience.
- Processed loan payments and maintenance, facilitated funds transfers, troubleshot online banking issues, and supported mortgage and escrow inquiries to ensure seamless banking operations.
Financial Services Representative
Lending Solutions
Naperville
03.2017 - 09.2018
- Provided assistance with account information, funds transfers, and loan payments to ensure customer satisfaction and transaction accuracy.
- Monitored debit and credit fraud, offering account information to help secure member assets.
- Handled inbound calls to assist members and customers of credit unions and banks with inquiries and transactions.
Learning & Development Trainer/ Recruitment Specialist
Xerox/Conduent
Bolingbrook
09.2014 - 08.2017
- Developed and delivered comprehensive training programs for new agents on Verizon Wireless project, covering client materials and system operations to enhance agent readiness.
- The structured New Employee Experience spans 5-week course intervals, incorporating classroom instruction and live call training.
- Facilitated seamless transition of new employees to call training bay by implementing standardized curriculum testing.
- Conducted travel training for new site launches, including Tallahassee, FL, to ensure successful operational integration.
- Reported key metrics to ensure accurate performance analysis.
Education
Master of Business Administration - Business
American InterContinental University
Chandler, AZ03.2023
Bachelor of Business Administration - Entrepreneurship
American InterContinental University
Chandler, AZ09.2021
High school diploma or GED -
Joliet Central High School
Joliet, ILSkills
- Training program design
- Curriculum development
- E-learning strategy
- E-learning platforms
- Training needs analysis
- Training facilitation
- Instructor-led training
- Continuous improvement
- Employee coaching
- Learning analytics (training evaluation method)
- Follow-up evaluations (training evaluation method)
- Content development
- Content marketing
- Technical writing
- Editing
- Coaching (training delivery method)
- Adult learning
- Experiential learning
- Collaborative technology platforms
- Google Workspace
- LMS
- Microsoft Office
- Microsoft Word
- Microsoft Access
- Slack
- Zendesk Sell
- Salesforce
- Data entry
- Document management
- Project management
- Quality assurance
- Case Management
- Training feedback
- Change management
- Change management support (employee development activity)
- Team training - Largest team size trained (21-40 employees)
- Team management
- Workshops coordination
- Client services
- Customer support - Customer support experience (11-15 years)
- Customer support experience within finance industry
- Customer support experience within telecommunications industry
- Phone customer support
- Customer service video conferencing
- Live chat
- SMS customer support
- Engagement strategies
- Customer retention
- Customer support improvement
- Call center management
- Relationship management
- Business development
- Account management
- Negotiation
- Conflict resolution
- Workforce management
- Time management strategies
- Analysis skills
- Computer skills
- Computer literacy
- Cognitive load theory (learning theory)
- Knowledge assessments
- Competency assessments (needs assessment method)
- Home & community care
- Senior care
- Interviewing
- Retail support experience
- Banking
- IOS
- Google Ads
- Facebook Advertising
- Audio-based learning tools
- Lean (project management methodology)
- Software troubleshooting
- Technical skills
- Computer networking
- Word processing software
- Communication skills
- Presentation skills
- Program development
- Live chat
- SMS customer support
- Cognitive load theory (learning theory)
- Audio-based learning tools
- Retail support experience
- Relationship management
- Computer networking
- Lean (project management methodology)
- Banking
- Knowledge assessments
- Conflict resolution
- Word processing software
- Customer support - Customer support experience (11-15 years)
- Workforce management
- Communication skills
- Microsoft Teams
- Product information
- Learning frameworks
- Program development
Certification
- Professional Educator License, 10/01/21, 10/01/27, Illinois Board Of Education
- Paraprofessional Certification, 06/01/27
- AED Certification, 07/01/24
- CPR Certification, 07/01/24
- Pharmacy Technician License
- CPI Certification
- Special Education Certification
- Teaching Certification
- Pharmacy Technician Certification
- First Aid Certification
Willing To Relocate
- Bakersfield, CA
- San Diego, CA
- Tempe, AZ
- Santa Barbara, CA
- Phoenix, AZ
Timeline
Content and Training Specialist
One Medical
01.2025 - Current
Financial Services Professional
LPL Financial
09.2024 - Current
Behavior Technician
Centria Healthcare
06.2024 - 09.2024
Paraprofessional Special Education Dept
Joliet Township High School
09.2021 - 06.2024
Customer Service Representative
SGS Consulting
05.2021 - 09.2021
Customer Service Representative
Everise
09.2020 - 05.2021
Customer Service Representative
KForce Flexible Solutions
09.2018 - 05.2021
Financial Services Representative
Lending Solutions
03.2017 - 09.2018
Learning & Development Trainer/ Recruitment Specialist
Xerox/Conduent
09.2014 - 08.2017
Master of Business Administration - Business
American InterContinental University
Bachelor of Business Administration - Entrepreneurship
American InterContinental University
High school diploma or GED -
Joliet Central High School