Open to opportunities

Lauren Bedard

@laurenbedard

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Experienced trainer and customer support representative with a passion for education.

Puerto Rico

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What I'm looking for

I am looking for a role that allows me to leverage my training expertise while fostering a collaborative and growth-oriented environment.

I am a dedicated professional with extensive experience in training and customer support, specializing in developing engaging educational materials and facilitating impactful training sessions. Currently, I serve as the Head Trainer and Customer Support Representative at Automated Health Systems, where I lead the design and implementation of training programs that enhance the skills of our customer service representatives.

Throughout my career, I have successfully managed teams and delivered training to diverse groups, ensuring knowledge retention and effective onboarding processes. My background includes roles in various educational settings, including teaching English as a second language in South Korea and the Czech Republic, where I honed my ability to communicate complex concepts clearly and effectively.

With a strong foundation in psychology from Wheaton College and a CELTA certification from the University of Cambridge, I am passionate about fostering a positive learning environment and supporting individuals in their professional development. I am eager to bring my skills in training, leadership, and customer service to a dynamic organization that values growth and innovation.

Experience

Work history, roles, and key accomplishments

Current

Head Trainer & Customer Support Representative

Current

Automated Health Systems/Healthsource RI

Apr 2024 - Present (1 year 2 months)

Led the design and development of company-wide training materials and assessments for CSR and help desk staff. Facilitated onboarding and ongoing professional development training for groups of up to 30 participants, delivering interactive sessions to foster engagement and knowledge retention.

Curriculum Development Facilitation Onboarding Professional Development Assessment Design Customer Service Help Desk Support

Team Lead – DHS Project

Automated Health Systems/Healthsource RI/Department of Human

Oct 2023 - Present (1 year 8 months)

Managed the delegation of incoming Department of Human Services (DHS) tasks across specialized teams. Designed and delivered training for new hires and process updates, providing expert guidance on complex case resolutions.

Team Leadership Training Delivery Process Improvement Communication

Team Lead – Help Desk & Customer Support Representative

Automated Health Systems/Healthsource RI

Feb 2023 - Present (2 years 4 months)

Supported the Help Desk Supervisor in day-to-day team management and guided staff in resolving complex insurance issues. Led procedural training sessions and delivered updates to frontline staff, handling calls with high profile customers and filing customer appeals.

Team Leadership Help Desk Support Training Delivery Customer Service Conflict Resolution Process Improvement

IT Help Desk Representative & Customer Support Representative

Automated Health Systems/Healthsource RI

Aug 2021 - Present (3 years 10 months)

Provided IT Help Desk and CSR support to resolve technical issues related to Healthsource RI computer systems. Trained new Help Desk staff and created onboarding materials, acting as a liaison between the Tier 2 research team and customer-facing staff.

Help Desk Support Customer Service Technical Support Training Onboarding Liaison

Online English Teaching

VIP Kid

Nov 2020 - Present (4 years 7 months)

Prepared learning materials and delivered online ESL lessons to elementary school children in China. Utilized online platforms to conduct interactive and engaging language instruction.

ESL

Head Teacher – Toddler Program

Montessori of Greenwich Bay

Sep 2020 - Present (4 years 9 months)

Designed and delivered curriculum for toddlers, preparing progress reports and facilitating parent-teacher conferences. Created a nurturing and stimulating learning environment for young children.

Curriculum Design Progress Reports Classroom Management

Residential Counselor

St. Mary's Home for Children

Feb 2018 - Present (7 years 4 months)

Collaborated with clinicians to develop and implement treatment plans for children and adolescents. Facilitated therapeutic groups and managed crisis interventions, providing structured and therapeutic environments.

Residential Counseling Treatment Planning Collaboration

ESL Teacher

Cheongwon Elementary School

Jan 2013 - Present (12 years 5 months)

Taught group and private ESL classes to elementary school students. Created instructional content and administered quarterly assessments to evaluate student progress.

ESL Private Tutoring Curriculum Development Assessments

ESL Teacher

Kids College

Nov 2009 - Present (15 years 7 months)

Developed and delivered English language instruction to students, designing materials and conducting student evaluations. Focused on creating engaging and effective lessons for language learners.

English Instruction Material Design Curriculum Development

ESL Teacher

Akcent IH

Sep 2007 - Present (17 years 9 months)

Delivered group and one-on-one ESL instruction to adult learners. Designed lesson plans and evaluated progress, tailoring instruction to meet the needs of diverse learners.

ESL One On One Tutoring Lesson planning