Engaging Learners
I will never forget the faces of my first training class at Nationwide Insurance.  Their employment was contingent upon passing a property & casualty licensing examination. Staring out across a sea of blank faces, I knew I had to change my “lecturer learning” approach. Enter Barbie- equipped with her Dreamhouse & Corvette. These visual aids created an exciting learning environment for my class. In addition the passing rate increased 17%.  In this role I was able to travel the country training associates using creative methods to teach the concepts of insurance.  Stories, legal cases, anecdotes and visual representations made learning exciting for my trainees.
 
Creating an Engaging Culture
As an Operations Supervisor I saw an opportunity to take part in associate development for a longer period of time. I molded associates, cultivating their skills and helping them advance into other roles.
 Informed & engaged employees deliver better customer service. I wanted to know more about the relationship between call center engagement, performance and emotional expenditure. I conducted a triangulated research project the level of associate performance in relationship to emotional exhaustion index, and changes organizations can make to improve the engagement of associates. After sharing the research with my organization I managed projects that implemented items suggested by the research. In my role as a supervisor I worked on and managed projects that improved resources, processes, engagement, and training delivery. 

Growing New Business
My next step with Nationwide brought me to Dallas/Fort Worth. As an Insurance Specialist (Insurance Agency Training Consultant) I communicated the company’s goals and values to new insurance agency owners. I conveyed corporate strategies, developed & delivered training, and process improvement strategies. I served as a systems, compliance & marketing consultant.