KAREN RADFORD
Goldsboro
Summary
Training Specialist Senior with a strong foundation in mentoring new trainers and developing self-guided learning modules. Focus on enhancing onboarding efficiency and associate performance through tailored training approaches. Committed to fostering a supportive environment that drives team success and continuous professional development.
Overview
24
24
years of professional experience
Work History
Training Specialist Senior
Sentry Insurance
Goldsboro
03.2025 - Current
- Mentored new trainers, improving onboarding effectiveness and overall performance.
- Trained new and existing associates, enhancing skill sets and increasing productivity.
- Develop self-guided learning modules to improve onboarding efficiency and cross-training effectiveness.
- Documented participation and assessed learning outcomes, providing insights for training improvements.
- Assist with candidate interviews for training team positions to strengthen team capabilities.
- Maintain updated associate profile spreadsheet for effective training tracking.
- Complete profile updates in preparation for coaching sessions.
- Collaborate with Workforce Management to schedule desk observations effectively.
- Collaborate with quality and shared communications for trends and best practices.
Training Specialist
Sentry Insurance
Goldsboro
06.2019 - Current
- Mentored new trainers, enhancing their effectiveness in role.
- Developed self-guided learning modules to streamline onboarding and cross-training.
- Create and update training materials to reflect current practices.
- Cross-train associates across departments to enhance operational flexibility.
- Assist with interviewing candidates for training team positions.
- Facilitated onboarding for new hires to ensure role success.
- Customized training styles to enhance learner engagement and connection.
- Developed interactive games and quizzes to boost learner engagement and retention.
- Documented participation and assessed learning progress, tailoring training approaches to meet individual associate needs.
- Supported leadership team by conducting supervisor duties and addressing associate queries.
- Screened applicants, reviewed resumes, and interviewed candidates for FNOL positions.
Lead
Sentry Insurance
Goldsboro
12.2011 - 06.2019
- Monitored phone queues to ensure FNOL department met service objectives, maintaining high service levels.
- Evaluated recorded calls, providing feedback and identifying trends for improvement.
- Supported assist line, increasing responsiveness to customer inquiries and enhancing customer satisfaction.
- Reviewed and processed towing invoices efficiently, ensuring accuracy.
- Contributed ideas to activity committee, boosting employee engagement through innovative initiatives.
FNOL Customer Service Representative
Sentry Insurance
03.2008 - 06.2019
- Provided great customer service while being efficient with documenting information regarding claims being reported.
- Efficiently entered new claims from mail and fax.
- Completed desk observations with new hires to help them become successful in their roles.
- Assisted clients with policy inquiries and claims processing.
- Provided accurate information on insurance products and services.
- Resolved customer complaints through effective communication and problem-solving.
- Addressed customer concerns with friendly, knowledgeable service to enhance satisfaction.
- Welcomed customers upon arrival to ensure a positive first impression.
- Trained employees on company procedures to improve team adherence and performance.
Front End Team Lead
Target
04.2002 - 03.2008
- Trained employees on company procedures, fostering team adherence and boosting performance.
- Addressed customer concerns with friendly, knowledgeable service, enhancing overall satisfaction.
- Welcomed customers upon arrival, contributing to a positive first impression.
Education
High School Diploma -
Charles B. Aycock High School
Pikeville, NC06-2002
AINS Designation -
The Institutes
OnlineSkills
- Performance assessment
- Program facilitation
- Training development
- Interviewing skills
- Content creation
- Organizational skills
- Relationship building
- Active listening
Additional Information
Currently working on the AIS designation., Selected to be a member of the Dairyland Customer Champion Team. Working with others from different departments to complete customer journey mapping., Completed adjunct training course., Completed positive intent course., Nominated for the Accelerate Leadership Development Program.
Additional Information
- Served as a member of the Dairyland Customer Champion Team for several years. Worked with others from different departments to complete customer journey mapping.
- Completed adjunct training course.
- Complete positive intent course.
- Nominated and completed the Accelerate Leadership Development Program.
- Currently serving as a coach for the Career Foundations Program.
- Working with Results (BPO) to share training ideas.
Timeline
Training Specialist Senior
Sentry Insurance
03.2025 - Current
Training Specialist
Sentry Insurance
06.2019 - Current
Lead
Sentry Insurance
12.2011 - 06.2019
FNOL Customer Service Representative
Sentry Insurance
03.2008 - 06.2019
Front End Team Lead
Target
04.2002 - 03.2008
High School Diploma -
Charles B. Aycock High School
AINS Designation -
The Institutes