April Dozier
Bethlehem,GA
Summary
Turning customer cheers into team victories is my game! As a Performance Improvement Leader, I'm all about coaching sales crews/ call centers to become rockstars. Think process hacks that feel like cheat codes, one-on-ones that unlock hidden potential, and team-building missions that transform colleagues into comrades-in-arms.
My goal? Exceeding quotas – every. single. time. By honing in on key KPIs like conversion rates and lead times, I've seen sales go up and those phone calls magically getting shorter. But the real magic? Witnessing my team crush targets, conquer challenges together, and blow expectations out of the water with pure hustle and heart.
So, if you're searching for a performance improvement magician who can make your sales floor/ call center the gold standard for closing deals, let's chat! I'm ready to unleash the superhero potential in your team, one KPI at a time.
Overview
13
13
years of professional experience
Work History
Performance Enhancement Manager
NIVA Health
Jacksonville, FL
10.2022 - Current
- Developed and implemented performance improvement plans, processes, systems, and procedures.
- Created test cases and scenarios for documentation and root cause analysis of bugs.
- Coordinated cross-functional teams to tackle complex projects related to process optimization.
- Maintained detailed records of all process improvement activities within the organization.
- Conducted performance assessments to identify areas of improvement and recommend corrective actions.
- Identified potential risks associated with process improvements and proposed mitigation strategies.
- Established a system for tracking changes in the organization's performance over time.
- Provided feedback on new products and services prior to their launch into the market.
- Analyzed data to measure the effectiveness of existing processes and identified opportunities for improvement.
- Developed training materials related to process improvements for managers and staff members.
- Designed programs that reward employees who meet or exceed performance targets.
- Worked closely with senior leadership teams to ensure alignment between strategy and operations.
- Provided guidance and coaching to employees on performance standards and expectations.
- Monitored employee engagement levels through surveys, interviews, focus groups.
- Created reports detailing progress towards goals as well as recommendations for further improvements.
- Established departmental performance goals, set timeline targets for sales team and trained new employees.
- Facilitated workshops on best practices in performance management and improvement initiatives.
- Presented findings to management and executive leadership and fielded questions to help refine strategies.
- Recognized by management for providing exceptional customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Collaborated with others to discuss new opportunities.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Audited timecards for accuracy and completion prior to submitting them for processing.
- Recorded adjustments to previous pay-related errors.
- Managed payroll and time and attendance systems.
Account Specialist/Customer Service
Arkham Septic
Loganville, GA
07.2017 - 09.2022
- Handle 50+ customer service interactions per day
- Detailed documentation of all interactions
- Detailed & friendly service, ensuring customer retention & satisfaction
- Handled sensitive data & billing
- Dispatched Drivers in a high paced environment
- Proficient in video conferencing such as Zoom, Hangouts & Skype.
Customer Service Representative
R&L Contracting
Loganville, GA
08.2019 - 01.2021
- Handled incoming and outgoing communications for the office
- Handled invoices, receipts, certifications and all documentation for employees/customers
- Handled sensitive data & billing
- Detailed documentation of all interactions
- Sold products/services over the phone
- Handled switchboard/phones
- Proficient in video conferencing such as Zoom, Hangouts & Skype.
Quality Inspector
Witness Inspection
Zeeland, MI
01.2015 - 07.2017
- Drafted non-conformance reports detailing product defects and quantity
- Upheld high standards of quality control
- Documented quality assurance findings
- Computed usable amounts of items in shipments.
- Documented inspection results by completing reports and logs and summarizing and entering data into quality database.
- Performed visual inspections of components for surface defects such as scratches, dents, burrs.
Manufacturing Laborer
Key Personnel
Holland, MI
11.2010 - 01.2015
- Handled smooth product movements
- Managed machine operations
- Helped maintain clean, safe and fully compliant facility
- Kept line efficient with consistent use of good manufacturing practices
- Performed quality checks on parts and products.
Education
Jefferson High School
Skills
- Effective Communication Skills
- Ability to Handle Pressure
- Knowledge Retention
- Speed & Efficiency
- Creative Problem Solving
- Team Player
- Proficient in Word/Excel
- Type 70 wpm
- 7 years in Customer Service / Call Center
- Proficient in Video Conferencing (Zoom/Hangouts/Skype)
- Workforce Management
- Staff Development
- Performance Management
- Policy Implementation
- Key Performance Indicators
- Cross-Functional Team Management
- Performance Evaluations
- Customer Relationship Management (CRM)
- Team Leadership
Affiliations
- Develop my artistic side: Paint, write, and explore other creative outlets to express myself..
- Expand my horizons: Read books on diverse topics, listen to podcasts, or watch documentaries to gain new perspectives and challenge your beliefs.
- Explore nature: Go for hikes, bike rides, or nature walks to appreciate the beauty of the outdoors and de-stress.
- Travel and cultural experiences: Discover new places, immerse myself in different cultures, and expand my understanding of the world.
- Spend time with friends and family: Nurture my relationships by attending events, hosting gatherings, or simply enjoying quality time.
- Practice meditation or yoga: Learn mindfulness techniques to calm my mind, reduce stress, and improve focus.
Accomplishments
- from every place of employment I have received awards for one thing or another. With my knack for setting my sights high, active listening and learning skills and intuitive understanding of myself and those around me.
- Training was an ability that found me first, and over time i was sought out to train people entering the work force so that became a skill I used to help others grow
- My growth didn't stop at starting a new position, I have always climbed from within a company.
References
References available upon request.
Timeline
Performance Enhancement Manager
NIVA Health
10.2022 - Current
Customer Service Representative
R&L Contracting
08.2019 - 01.2021
Account Specialist/Customer Service
Arkham Septic
07.2017 - 09.2022
Quality Inspector
Witness Inspection
01.2015 - 07.2017
Manufacturing Laborer
Key Personnel
11.2010 - 01.2015
Jefferson High School