Dana Hammer
Service Desk Supervisor
Houston,Tx
Summary
Dedicated professional with hands-on personnel management experience and business-related academic knowledge that blends seamlessly into a position such as Human Resources Manager. Adept at addressing sensitive issues and maintaining the strictest of confidentiality. Particularly efficiency with talent acquisition and creating & delivering training. Results-driven Team Lead skillful in strategic planning, policy integration and performance improvements. Always pursuing ways to maximize efficiency, employee satisfaction and cost savings.
Overview
35
35
years of professional experience
Work History
Service Desk Team Lead
Sysco
01.2017 - Current
- Promotes career development via Career Development Plan, mentorship, and training
- Analyzes team performance identifying opportunities and providing skill development using Thrive, Percipio and specialized training documents
- Creates and Delivers team training for new analysts, advanced topics, and new technology deployments
- STO project liaison with Human Resource teams collaborating on multiple Workday implementations focused on knowledge creation and review incidents during daily Hypercare meetings
- Manages STO DEI campaign on the directors Teams Site promoting cultural inclusiveness through activities and education.
Trainer
Xerox
01.2013 - 01.2014
- Trained new specialists on proper call handling procedures and delivering an excellent customer experience, maintaining an 80% graduation rate
- Collaborated with Human Resources screening and acquiring new talent to meet the bi-weekly class start date to maintain call center staffing
- Coordinated to complete onboarding checklist in preparation for new hire training ensuring a successful day one experience
- Developed and mentored new Trainers with focus on adult learning styles, fluent delivery, and critical thinking supporting consistency in training method and following established classroom expectations.
Lead Coordinator II
Verizon Wireless
01.1999 - 01.2012
- Managed the OTJ training camp for new hires reported to the technical support department adding the technical skills required to manage support calls for cell phones, notebooks, tablets & laptops
- Lead a team of 40 specialists overseeing day to day tasks including payroll, attendance, FMLA documentation and corrective substantiation demonstrating successful leadership reflected on annual performance reviews as on or above target.
Courtesy Booth Manager/Certified Corporate Trainer
Randall’s Food Markets
01.1989 - 01.1997
- Maintained payroll for 200+ employees
- Trained proper cash handling procedures for cashier and front-end leadership
- Managed training for new courtesy booth personnel on all process and procedures.
Education
A.S. Business Administration -
Alvin Community College
Alvin, TXSkills
- Team Management
- Project Coordination
- Staff education and training
- Training Materials Development
- Reporting and analysis
- Coaching and Mentoring
- Teamwork and Collaboration
- Problem-Solving
Timeline
Service Desk Team Lead
Sysco
01.2017 - Current
Trainer
Xerox
01.2013 - 01.2014
Lead Coordinator II
Verizon Wireless
01.1999 - 01.2012
Courtesy Booth Manager/Certified Corporate Trainer
Randall’s Food Markets
01.1989 - 01.1997
A.S. Business Administration -
Alvin Community College