Deborah L. Deming

EducationClick on each image to display or hide text.

Whats Opera got to do with Corporate Training?

After several attempts to pursue an advanced degree in Instructional Design, I finally found a program that allowed me to focus on the parts of the profession I hadnt been able to pick up on my own. I completed my Post-Baccalaureate Certificate in Instructional Design and Technology in June of 2012, with an emphasis in Online Learning. During my studies, I learned a great deal about raw programming tools, like Dreamweaver and Flash. I also started a blog, strictly for coursework, at http://debsidblog.wordpress.com/ I completed a Masters Degree in Opera Performance and Pedagogy at Georgia State University in downtown Atlanta in 1998, and immediately moved to London, England to pursue a career as a semi-professional singer. I was honored to perform in Austria and France as both a soloist and a paid member of the London Philharmonia Chorus. When I returned to the U.S. in 2001, I performed locally with the St. Louis Symphony Chorus and began my adjunct teaching career at several local colleges and universities.Ive always had the heart of a traveler, and my first big journey was to Tuscaloosa, Alabama at the age of 17. Being from a small town in Southern Illinois, a huge SEC school was a big adjustment. I found a fast way to make friends I joined the Million Dollar Band! I graduated in 1993 with a Bachelors Degree in Music Therapy ,after completing 4 full years of coursework, plus a 6-month internship at Milwaukee County Mental Health Complex in Wisconsin.

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Experience

I really enjoyed being an adjunct instructor, and taught at up to three schools a semester. I taught private voice lessons at Saint Louis University, directed College Choir at East Central College in Union, MO, and taught, Music History, Music Appreciation, Music Theory and Class Piano at St. Louis Community College (Florissant Valley, Meramec, and Wildwood campuses).After a major life change, I needed a new, more stable career. I joined Maritz through a temp agency as a call center representative, and moved quickly through the ranks. In just four months, I joined the Quality team, where I monitored inbound calls, gave feedback to agents, and facilitated call calibrations with financial services clients like Wells Fargo and SunTrust. This team was responsible for creating the Maritz call monitoring process, and in 2008, we earned a Standing Ovation award. My facilitation skills with clients, subject matter experts, and business leaders did not go unnoticed, and I moved to the Training team in less than a year. When I started, all training was Instructor-led between the hours of 8am and 5pm in a 24-hour call center. Thats when I began studying Instructional Design, LMS systems, and programs like Articulate.

Done!Click on each image to display or hide text.I joined UnitedHealthcare Medicare & Retirement in March, 2010 as a Sr. Operational Trainer. Within a month of hire, I was responsible for training classes of 40 newly hired call center agents on the nuances of Medicare Part D plans. I was rewarded for my hit the ground running work ethic with opportunities to train at other UHC call center sites, and was asked to coach other trainers on presentation skills. After just one year, I advanced to the Instructional Design team with Community & State, the Medicaid business unit. My first order of business was to create a new hire training program for Medical Management staff, and the resulting Community & State Core School was nominated for a Training Community Forum Innovation Award in 2011. From there, I built both instructor-led and computer-based training for a myriad of Medicaid state programs, technology initiatives, and new business programs. I worked extensively with other training teams to build their WebEx training skills and overall presentation skills, and was routinely asked to lead Train the Trainer sessions and departmental presentations. Recent reorganization efforts within UHC have resulted in a reduction in workforce, and my position was eliminated in September of 2012.

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EducationAwards & Publications

ExperienceReferences

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The UnitedHealthcare Training Community Forum annually recognizes creativity and effectiveness during the Innovation Awards. In 2011, I was nominated for my design of Community & State Core School, a new hire onboarding program for nurses new to Medicaid and Managed Care Organizations. The program continues to be offered virtually via WebEx and self-study courses.The Maritz 2008 Standing Ovation Award was presented to the Call Center Quality Team. In order to keep and win new financial services business, we had to demonstrate a robust call monitoring system, from client calibration to agent feedback and remediation. This team developed the process, earned stakeholder approval and buy-in, and created the change management strategy needed for successful implementation.7

ReferencesClick each photo to open and close remarks.

Deb has been a tremendous help to me and my team. I value her as a person of extreme talent and wonderful patience.Doris McCannSr. Clinical Learning ConsultantUnitedHealthcare Clinical ServicesDebbie was responsible for initiating and implementing online training within the Maritz Contact Center. Her ability to organize and simplify complex ideas and program information is top notch. Her advanced PowerPoint skills allow for unique ways to deliver presentations to employees.Bobbi ClosserCustomer Experience SpecialistMaritz Loyalty MarketingDebbie was very resourceful in reviewing a large instructor-led training. I was impressed with her ability to see the detail that could be pulled out and put into a web-based program. Vee DiebelSr. Project ManagerUnitedHealthcare Clinical ServicesDebbies consistent use of project management tools have been key to establishing new relationships, building trust and managing opposing views to deliver quality instructional packages.Jennifer SouderAssociate Director of TrainingUnitedHealthcare Community & StateI personally credit Debbie with helping me become a great trainer.Eileen WilkinsonSr. Clinical Learning ConsultantUnitedHealthcare Clinical ServicesIm delighted to serve as a reference for Debbie, and grateful that she thought of me to do this. Im happy anytime for the opportunity to remember our time together and brag about her!Jill BaerProgram Mgr., The Maritz InstituteNominating party, 2008 Standing Ovation Award

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