Steven D. Pilato has over 15 years of experience in corporate training, instructional design, and call center management. He is a certified technical trainer with experience developing training programs and materials. Pilato has worked in various industries including banking, healthcare, and security. His most recent role was as a Service to Solutions Professional at Fifth Third Bank, where he provided customer service and sold additional bank products.

1. Steven D. Pilato
1504 Lincoln Ave, Cincinnati, Ohio 45206
352-403-9348 Cell
stevepilato@live.com
LinkedIn Profile- http://www.linkedin.com/pub/steven-pilato/10/731/832
Summary
Committed, loyal and hardworking Certified Trainer with over 15 years’ experience in
corporate training, adult learning principles, assessment needs analysis, Instructional
Design and Customer Service Supervision with 15+ years’ experience in a call center
environment. I also have experience within Human Resources as I ran companies of 150+
employees on multiple occasions and was responsible for Payroll, Scheduling, Hiring,
Firing, Disciplinary Actions and Labor Board relations. Detail-oriented problemsolver
with excellent research and analysis skills, able to work effectively and efficiently with
both internal and external customers. I also have experience in an off-shore environment
as I was a trainer for WellPoint in Argentina for 6 months.
Skills
 Certified Technical Trainer
 Project Management
 Microsoft Office Suite
 Staff Scheduling
 Public Speaking
 Coaching
 Payroll Computations
 Training programs Development
 Call Center Management
 Call Center Customer Service
 Microsoft Visio
 Instructional Design
 Business Process Improvement
 Mentoring
 HR Hiring/Firing Practices
 Outsource Training
Education & Training
Royal High School Simi Valley, CA
High School Diploma
Ameritech College Palmdale, CA
Technical Certification
Achieved certification in Business Management as well as Microsoft Office Suite
CompTIA Certified Professional
Certification Completed 11/2/2004
Achieved CTT+ Technical Trainer Certification. (Certificate number: COMP001003422423)

2. Professional Experience
Fifth Third Bank Cincinnati, OH
5050 Kingsley Drive, Cincinnati, OH 45263 (800)367-5690
Web Address:
http://www.theworknumber.com/
Additional Details:
Callers must provide the following information:
Example: A birth date of January 5, 1967 would be 010567.
Service to Solutions Professional I
9/2015 to 11/2016
Handles some complex customer telephone calls providing outstanding customer service. By
using job knowledge and the information available, makes every effort to answer the customer's
question/solve the problem. Educates the customer about Bank products and services, and up
sells and cross-sells other products based on the customer's needs.
VXI, Global Solutions,LLC Cincinnati, OH
20 Federal Plaza W, Youngstown, OH 44503 (513)712-1166
Trainer / Training P.O.C.
1/2014 to 9/2015
 Conduct training for new and current employees as well supervisors
 Deliver training for sales, customer service and/or technical programs
 Proficient at classroom management and control while multi-tasking
 Maintain the highest levels of performance, quality and service, based on defined metrics,
which include but are not limited to sales conversion, QA scores, attendance, attrition,
solved on first contact, training assessments and surveys, payroll processing, etc.
 Co-ownership, with Operations, of trainee performance 30 days after classroom
instruction
 Provide Operations with agent level training profiles
 Maintain an up-to-date working knowledge of all assigned cross-trained programs
 Consult on and/or develop instructional content as needed
 Assist Operations and QA with employee coaching and development
 Interpersonal and interdepartmental skills in a multicultural environment
 Training Department Point of Contact for Cincinnati Site
Cognosante Riverview, FL Site
7926 Jones Branch Drive, Suite 330 McLean, VA 22102 (480) 481-5983
ACA Certified Marketplace Trainer

3. 3/2013 to 7/2013
 Facilitated Training for ACA Federally Facilitated Marketplace
 Trained Legislative changes
 Trained All Systems required.
 Trained & Facilitated Soft Skills Training
 Finished ranked 1 out of 52 Trainers after certification of new regiments
Express Scripts (Formerly Medco Health Solutions) Tampa, FL
8800 Hidden River Parkway, Tampa, Florida 33607 (800) 367-2884
Customer Service Representative
10/2011 to 1/22/2013
 Handled all incoming calls for States of Florida, New York & Georgia Employees
 Performed Patient Profile Transfers within system
 Handled calls for all United Healthcare clients
 Coordinated communication between retail pharmacies and ESI
 Received 7 customer compliments and 8 internal auditor compliments
 Received 3 client compliments
PersonalInsuranceAdministrators, Inc. Agoura Hills, CA
30401 Agoura Rd Ste 250, Agoura Hills, CA 91301 (800) 468-4343
Projects Manager
6/2007 to 6/2011
 Call Center Supervisor for 2 ½ years
 Developed all training materials used by associates
 Managed call matrix, staff scheduling and statistics analysis for call center
 Provided on-site seminars and orientations at colleges and universities for students
 Developed, maintained and formatted all materials for SAS70 audit
WellPoint Health Networks, Inc. Woodland Hills, CA & Youngstown,
OH
120 Monument Circle, Indianapolis, Indiana 46204 (Corporate Address) (866) 777-9636
Training Specialist II & Senior Training Specialist
3/1998 to 3/2007
 Trained new hire Customer Service classes
 Trained Claims processing, claims adjustment, Medicare & soft skill classes
 Trained all legislative change classes
 Performed Instructional Design of materials such as QRG’s, Manuals, Job Aides
 CompTIA CTT+ Certified Trainer
 Kaset International AECR Certified Trainer

4.  Trained over 5000 associates
 Trained “Off-Shore” in Buenos Aires, Argentina for 6 months
 Worked at Woodland Hills, CA office for 5 ½ years, Pomona, CA office for 18 months &
Youngstown, OH office for 2 years
All Valley Security, Inc. Palmdale, CA
Vice President / Operations Manager
9/1994 to 2/1998
 Handled all Human Resources functions to include Hiring, Firing, Payroll, Scheduling and
Disciplinary actions for staff of 150+ employees
 Responsible for all interactions with California Department of Labor
Security Professionals, Inc. Simi Valley, CA
Operations Manager
8/1984 to 3/1989
 Handled all Human Resources functions to include Hiring, Firing, Payroll, Scheduling and
Disciplinary actions for staff of 100+ employees
 Responsible for all interactions with California Department of Labor