Rachel [Last Name]

Training & Development Leader · SURS Member Services & Benefits Expertise

[email@example.com][(555) 555-5555]Champaign, IL

Summary

Experienced and self-motivated SURS team manager with valuable industry experience and a passion for training and development and a talent for making complex benefit processes clear and approachable. Over 1415 years of customer service experience, including 10 years of managerial experiencemore than 10 years of leading, onboarding, and coaching teams. Currently direct and oversee new-hire training for the PREP team, bringing firsthand knowledge of SURS member service functions, claim processing, policies, and procedures from both the front line and leadership. Results-oriented with a proven track record of working collaboratively with team members and partners across the organization to achieve goals. Extensive experience with operations management, talent development, and conflict resolution. Thorough and attentive to detail in all professional matters.

Core Competencies

Flat skills list regrouped into categories that match the posting.

Training & Onboarding

  • New Hire Processes New Hire Training & Onboarding
  • Employee Training & Talent Development
  • Translating Complex Processes into Clear Guidance
  • Identifying Skill Gaps & Training Needs

Coaching & Performance

  • Coaching, Counseling & Mentorship
  • Constructive Feedback & Goal-Setting
  • Performance Evaluations
  • Quality & Accuracy Standards

Benefits & Operations

  • SURS Policies, Procedures & Claim Types
  • Operations Management
  • Process & Change Readiness
  • Cross-Functional Committees & Projects

Professional Strengths

  • Written & Verbal Communication
  • Critical Thinking & Problem Solving
  • Organization & Time Management
  • Emotional Intelligence & Adaptability
  • Microsoft Office Suite

Removed from the list (most are still shown through the experience section): Team Management, Recruiting and Hiring, Payroll Management, Teamwork, Leadership, Independent thinking, Detail Oriented, Self-Motivation, Positive Attitude, Attention to Detail

Experience

PREP Team Manager

2023 – Present

State Universities Retirement System (SURS)

Bullets reordered to lead with training and coaching.

  • Direct and oversee the training of new employees on the teamPREP team, guiding them from onboarding through independent, accurate handling of member accounts
  • Provide coaching and guidance for performance development, delivering clear, constructive feedback and reinforcing SURS policies, procedures, and best practices
  • Serve as an escalation point for difficult, complex, or sensitive member account issues, breaking them down into clear, actionable guidance that strengthens team knowledge
  • Prioritize, assign, evaluate, and supervise the work of team members, using work review and evaluations to identify skill gaps and development needs
  • Participate on behalf of the PREP team in various planning committees, ad-hoc committees, and projects, partnering across departments and helping the team prepare for and adopt process changes
  • Write and conduct formal performance evaluations and participate in a variety of personnel actions including hiring, training, goal-setting, and disciplinary actions
  • Provide day-to-day leadership to ensure a high-quality, customer service-oriented work environment

Member Service Representative I/II — Call Center / PREP Team

2019 – 2023

State Universities Retirement System (SURS)

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  • Accurately initiated, calculated, verified, and approved multiple claim types with a consistently high accuracy level, including processing complex claims independently
  • Completed all necessary trainings for department qualifications and pursued additional training, development, and follow-up trainings, gaining a learner's perspective on SURS training programs
  • Demonstrated and developed working knowledge of SURS policies and procedures across day-to-day member service functions
  • Completed work in a timely and consistent mattermanner with close attention to detail, accuracy, and completeness
  • Developed and maintained a positive work environment and interpersonal relationships

Store Manager

2008 – 2019

Urban Outfitters

During my time at Urban Outfitters, I held several positions from Sales Associate, Team Lead, Department Manager, Store Operational Manager, and Store Manager. My primary responsibilities included: Advanced from Sales Associate to Team Lead, Department Manager, Store Operational Manager, and Store Manager.

Bullets reordered, switched to past tense, and two project bullets combined.

  • Recruited, trained, developed, and coached productive store teams, including managing new hire processes and onboarding
  • Oversaw all levels of customer service by setting daily goals and expectations and communicating them clearly to create a positive store environment
  • Effectively multitask Planned, organized, and executed projects by priority, including Participating in planning and executing Floor Sets, visual merchandising, and display builds
  • Maintained store staffing requirements and scheduling to support forecasted sales and payroll budgets

Professional Development

Completed all SURS department qualification trainings plus additional development and follow-up trainings. Ongoing SURS management and leadership development.

What was tailored for this posting, and why