Morgan Mckelvey
Knoxville
Summary
Dynamic Training Manager and Senior Learning Professional with extensive experience designing, developing, and delivering high‑impact training programs across virtual and in‑person environments. Skilled in assessing learning needs, creating engaging instructional materials, and leading end‑to‑end training initiatives that strengthen employee performance and operational excellence. Adept at overseeing training delivery teams, coordinating complex training schedules, and partnering with HR, Recruitment, and Compliance stakeholders to support onboarding, professional development, and organizational learning goals. Known for applying strong instructional design methods, project management expertise, and facilitation skills to create effective learning experiences and continuously improve training outcomes.
Overview
18
18
years of professional experience
Work History
Senior Resolution Specialist
CVS Caremark
Knoxville, TN
08.2023 - Current
- Manage and resolve highly escalated member calls with professionalism and urgency, serving as the final point of contact for complex service issues and sensitive situations.
- Resolved complex customer inquiries through effective communication and problem-solving techniques.
- Led initiatives to improve workflow efficiency, reducing average resolution time for customer issues.
- Implemented quality assurance measures to ensure accuracy in claim resolutions and documentation.
- Participated in continuous improvement initiatives, identifying opportunities to enhance the efficiency of the resolution process.
- Organized regular team meetings for knowledge sharing and discussing emerging trends in dispute management.
- Managed a team of junior resolution specialists, providing guidance and support to improve their skills and performance.
- Leveraged advanced problem-solving skills to address difficult or escalated cases, ensuring customer satisfaction.
- Collaborated with cross-functional teams to identify root causes of recurring issues and implement preventative measures.
- Improved customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Provide critical support to members who are low or out of essential medications, coordinating expedited solutions and collaborating with internal teams to prevent care interruptions.
- Utilize advanced problem‑solving, de‑escalation, and communication skills to deliver accurate resolutions and restore member confidence.
- Contribute to the development and delivery of new‑hire training by mentoring incoming team members, leading shadowing sessions, and reinforcing best practices.
- Assist in creating, refining, and maintaining training materials and knowledge resources to ensure consistency, accuracy, and operational excellence across the team.
- Demonstrate strong ownership of cases, adherence to compliance standards, and commitment to providing a positive member experience.
Training Manager
Ogles Electric
Knoxville, TN
04.2008 - 06.2023
- Designed, developed, and maintained training programs and learning materials by evaluating operational needs and translating them into clear, engaging, and effective instructional content.
- Analyzed training metrics to drive improvements in program effectiveness and employee performance outcomes.
- Mentored junior trainers, fostering professional development and ensuring consistency in training delivery.
- Collaborated with department heads to identify skill gaps and tailor training solutions to meet operational needs.
- Applied instructional design strategies to create high‑impact curricula, including structured guides, workflows, job aids, and multimedia resources that support knowledge retention and employee performance.
- Delivered training through multiple modalities—including virtual facilitation, in‑person classes, and e‑learning—ensuring consistent learning outcomes across diverse audiences.
- Led and coached the training delivery team, setting expectations, monitoring performance, and ensuring high‑quality facilitation aligned with organizational standards.
- Coordinated and scheduled all training sessions, including new‑hire onboarding and ongoing development programs, to meet business timelines and staffing needs.
- Collaborated closely with HR Shared Services and compliance‑related stakeholders to ensure training content met legal, regulatory, and organizational requirements.
- Partnered with recruitment teams to support hiring cycles, prepare onboarding plans, and align talent acquisition timelines with training delivery capacity.
- Evaluated training program effectiveness by gathering feedback, analyzing performance trends, and identifying opportunities to enhance curriculum and learner engagement.
- Leveraged project management skills to oversee training initiatives from concept to execution, ensuring timely delivery and alignment with organizational learning priorities
Education
High School Diploma -
Halls High School
Knoxville, TN12-2007
Skills
- Team member training
- Quality assurance expertise
- Operations management
- Complaint handling
- Investigation skills
- De-escalation techniques
- Assertiveness
- Policy interpretation
- Influencing skills
- Issue tracking
- Curriculum development
- E‑learning creation (Storyline, Rise, or similar platforms)
- Training material design (guides, manuals, job aids)
- Needs analysis & learning assessments
- Competency‑based training design
- Course evaluations & feedback integration
Timeline
Senior Resolution Specialist
CVS Caremark
08.2023 - Current
Training Manager
Ogles Electric
04.2008 - 06.2023
High School Diploma -
Halls High School