JENNIFER L. KLACH 174 Wellington Terrace, Lansdale, PA 19446 (Cell) 215-694-7277 JenniferKlach@yahoo.com SUMMARY OF QUALIFICATIONS More than 13 years of experience developing and delivering training in a managed care industry. Effective communication and presentation skills in face to face and virtual environments. Experience in rapid development projects. Interface and training delivery for diverse audiences spanning call center employees and clinical professionals. TRAINING & DEVELOPMENT EXPERIENCE OPTUM, UNITEDHEALTH GROUP - Philadelphia, PA, 12/1999 - present Training Manager, 05/2009 - present Responsible for internal training of up to 1000 clinical operations staff, located across 10 sites Manage delivery team of 6 training professionals Develop and deliver modules to support corporate initiatives and national orientation programs Implementation of centralized orientation process for care advocacy Maintain content, facilitator and participant guides for orientation programs Learning management system administration Act as corporate training liaison with systems workgroups Implementation of new internet based application, including: create user acceptance test scenarios, conduct user acceptance testing with each release, develop training material, delivery of systems training, implementation of systems readiness assessment, provide ongoing support to staff during implementation Primary liaison with NBCC organization and responsible for continuing education renewal application process Senior Trainer, 07/2006 – 05/2009 Oversee new hire orientation and staff development programs at the Philadelphia site, including: development and maintenance of modules, delivery, and evaluation Implement database to track feedback on presentations, the orientation process, and post-orientation follow-up Develop continuing education program for Philadelphia clinical staff Maintain national EAP orientation manual Develop and maintain systems user manual Represent site in systems operation workgroups Deliver systems demonstrations and training for various audiences Jennifer Klach Page 2 of 4 EAP Supervisor, 10/2000-07/2006 Develop and delivery of modules for national Employee Assistance team, including: EAP orientation manual, computer systems, clinical procedures, and start up teams Conduct new hire orientation for EAP Specialists at Philadelphia site Develop training materials for other internal and external customers Oversee daily operations of Philadelphia EAP call center, including: performance monitoring, supervision, and develop performance improvement plans for team of up to 15 EAP Specialists Advise candidates pursuing CEAP certification Represent EAP in systems operations workgroups Participate in sales presentations and act as customer liaison CLINICAL EXPERIENCE OPTUM, UNITEDHEALTH GROUP - Philadelphia, PA, 12/1999 - present Senior EAP Specialist, 06/2000-10/2000 Mentor and train new staff Participate in customer visits Conduct management consultations and perform duties of an EAP Specialist Coordinate critical incident response services EAP Specialist, 12/1999-06/2000 Conduct telephonic assessments, short-term problem resolution, consultation, emergency services, follow-up and community resources to customers participating in the Employee Assistance Program Facilitate management referral process NORTHWESTERN HUMAN SERVICES - Warminster, PA, 08/1998-12/1999 Family Therapist Provide intensive home-based individual and family therapy for children at risk of placement Co-lead PIN (Parents Involved Network) coping skills group for parents Interface with collateral agencies and managed care Provide case management services NORTHWESTERN HUMAN SERVICES - Sharon Hill, PA, 11/1997 – 05/1998 Counselor Intern, 11/1997 – 05/1998 Provide outpatient therapy for adult clients Co-lead group for high functioning adults with chronic mental illness Co-lead group therapy and activities for the Day by Day partial services program for elderly clients Jennifer Klach Page 3 of 4 HUMAN RESOURCES EXPERIENCE MERRILL LYNCH, Horsham, PA, 10/1996 – 08/1999 Human Resources Assistant Assist human resources manager and recruiter with requisition process Co-facilitate new employee orientation program Create and maintain reports concerning employment opportunities, exiting employees, and manager performance Develop recruitment sources with local colleges and universities Other responsibilities include phone screening of applicants, conducting interviews for entry level applicants, and assorted clerical tasks EDUCATION Certificate, Instructional Technology Management – LaSalle University (expected graduation May 2014) Masters of Education, Counseling Psychology - Temple University (1998) Bachelor of Arts, Anthropology - Syracuse University (1995) Articulate Studio ’09 Basic-Advanced Training (July 2011) Fundamentals of Rapid E-Learning Design (July 2011) LICENSE & CERTIFICATIONS LPC (Licensed Professional Counselor) - Commonwealth of Pennsylvania, since 09/2003, # PC003411 NCC (Nationally Certified Counselor), since 10/2000, #65545 CEAP (Certified Employee Assistance Professional), since 07/2002 SYSTEMS Articulate Suite Storyline Snag-it Webex Recorder & Editor Microsoft Office Products Sharepoint PeopleSoft Learning Management System Jennifer Klach Page 4 of 4