Marvina Diffa
Chattanooga,TN
Summary
Dynamic Learning Delivery Facilitator with expertise in engaging training sessions and fostering inclusive environments. Proven ability to adapt facilitation techniques, enhance participant engagement, and deliver measurable improvements in learning outcomes. Also, a Skilled Mental Health Technician with extensive mental health services background. Supported numerous patients in residential treatment facility and played key role in achievement of positive patient outcomes. Excellent communications and patient management skills leading to desirable results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Learning Delivery Facilitator
State Farm Insurance Company
Remote
11.2022 - Current
- Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Increased participant engagement by incorporating interactive activities and group discussions into sessions.
- Identified areas in need of improvement and implemented solutions.
- Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
- Evaluated feedback from participants to refine training programs for increased effectiveness and relevance.
Customer Care Specialist III
State Farm Insurance Company
Murfreesboro, TN
04.2019 - 11.2022
- Resolved complex customer inquiries, providing accurate information and effective solutions.
- Collaborated with cross-functional teams to ensure alignment on customer care initiatives and policies.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Educated customers about billing, payment processing and support policies and procedures.
Verification Researcher
HireRight Inc. - Employment Background Checks
Murfreesboro, TN
02.2018 - 04.2019
- Conducted comprehensive background checks to verify candidate employment history and credentials.
- Mentored junior researchers, providing guidance on best practices in background screening techniques.
- Utilized advanced software tools for data analysis and reporting, enhancing overall operational effectiveness.
Mental Health Technician
Cedar Grove Residential Treatment Facility
Murfreesboro, TN
06.2016 - 02.2018
- Monitored patient behavior and communicated significant changes to healthcare team.
- Implemented safety protocols to ensure a secure environment for patients and staff.
- Documented patient progress and participated in case reviews to inform treatment adjustments.
- Trained new staff on facility policies, procedures, and effective patient interaction techniques.
- Led crisis intervention efforts, utilizing de-escalation techniques to manage challenging situations effectively.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
Residential Assistant
Middle Tennessee State University
Murfreesboro, TN
08.2014 - 05.2016
- Coordinated resident programming and activities to enhance community engagement and support student development.
- Monitored and enforced university policies to ensure a safe living environment for all residents.
- Assisted in resolving conflicts among residents, fostering a culture of respect and cooperation within the community.
- Developed educational workshops that addressed resident needs, promoting personal growth and academic success.
- Collaborated with campus resources to connect residents with academic support services and mental health resources.
- Analyzed feedback from residents to identify areas for improvement in community programming and services offered.
Education
Master of Science - Training And Development
Middle Tennessee State University
Murfreesboro, TN05-2026
Bachelor of Science - Psychology
Middle Tennessee State University
Murfreesboro, TN05-2016
Skills
- Facilitation techniques
- Excellent communication
- Relationship building
- Problem-solving
- Critical thinking
- Situational awareness
- Adaptability
- Conflict management
Certification
- Associate in Premium Auditing (APA)- 2025
- Associate in Claims-Management (AIC-M)-2025
- Associate in Insurance Services (AIS)-2024
- Chartered Property Casualty Underwriter (CPCU)-2025
- Associate in Claims (AIC)-2024
- Associate in Management (AIM)-2025
- Fellow, Life Management Institute (FLMI)-2025
Timeline
Learning Delivery Facilitator
State Farm Insurance Company
11.2022 - Current
Customer Care Specialist III
State Farm Insurance Company
04.2019 - 11.2022
Verification Researcher
HireRight Inc. - Employment Background Checks
02.2018 - 04.2019
Mental Health Technician
Cedar Grove Residential Treatment Facility
06.2016 - 02.2018
Residential Assistant
Middle Tennessee State University
08.2014 - 05.2016
Master of Science - Training And Development
Middle Tennessee State University
Bachelor of Science - Psychology
Middle Tennessee State University