Dana Kleiman
Madison,WI
Summary
Experienced professional with a proven track record in driving customer experience improvements and delivering tailored solutions. Adept at strategic planning, client engagement, and process optimization. Extensive expertise in crafting impactful customer experiences. Successfully led and participated in multiple projects aimed at enhancing customer satisfaction. Strong focus on collaboration and adaptability, ensuring seamless integration with team dynamics and evolving project demands. Recognized for reliability, critical thinking, and a results-driven approach.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Claims Care Center Representative
AFICS
03.2021 - Current
- Increased customer satisfaction by addressing and resolving callers needs in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Optimized internal resources and processes for improved efficiency, reducing overall costs for the organization.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Provided reporting and analysis of teams performance metrics.
Program Director
Ramapo for Children
08.2016 - 03.2020
- Supported the growth of a small nonprofit from 2 programs to a structured professional organization with 7 full-service programs and a $10M budget
- Developed and refined programming and designed specialized training to support the individual needs of all participants and staff
- Increased organizational budget by 7.5% ($1.14M) in 4 years through consistent program development and quality delivery
- Maximized organization’s impact by developing sensitive and relevant trainings to address behavior and classroom management tools through a racial equity lens for special needs and at-risk/marginalized youth
- Re-branded approach to focus on processes that address racial equity and core values
- Collaborated with entire team, through reflection and feedback from staff and participants, and developed engaging programs embedded with community defined structures and values
- Expanded outreach and diversified income stream by increased programming from 2 to 7 full-service programs for a client base of more than 575 NYC schools and companies
- Specifically managed and developed residential teen leadership program
- Teen Leadership Program: grew program from 10 participants to a maximum capacity of 42
- Increased staff capacity from 4 to over 12, including an on-site nurse
- Responsible for administrative side of the program such as intake, processing forms, permission slips and medical forms, as well as restructuring and developing updated curriculum to incorporate socio-emotional growth
- Increased revenue for program by 13% in one year
- Rested Weekend: conducted participant outreach, built strong and trusting relationships with parents, oversaw curriculum, and interviewed and managed over 40 volunteers
- Residential Camp: as Head Counselor supervised 30 children and 30 staff, as well as 3 other supervisors
- As a Director, directly supervised 8 head counselors and 7 program supervisors
- Led programs and supported creation of sustainable behavior plans for about 525 campers every summer
- Oversaw daily life of 525 summer campers from 24 states and 4 countries with special needs and 200+ camp counselors from 30 states and 10 countries
- Acted as the main point of contact for all HR processes and concerns
- Hired over 280 staff every summer and developed training for new hires and staff
- Increased the number of qualified candidates every year by conducting extensive outreach to career fairs and colleges and identifying candidates interested in pursuing careers in social services
- 97% of counselors or alumni report that Ramapo influenced their approach to work and 74% went on to pursue careers in a similar space
- Created procedures for harassment and issues surrounding gender equity
- Developed standardized process for termination
- Developed 100s of trainings used for the summer camp and in over 575 NYC schools, organizations, and parent groups
- Facilitated trainings for school administrators, educators, paraeducators, and camp counselors of diverse ages and backgrounds, in small and large groups from 20 people to over 200 people
- Led the Team Building Retreat program
- Provided customized curriculum for over 100 groups including schools (private, public, and charter) and organizations (banks, Rhinebeck Chamber of Commerce, social services and mental health organizations) – an average of 11,450 participants a year – based upon their specific needs and identified issues
- Trained group leaders to develop professional relationships with businesses/school administrators
- Provided feedback, program evaluation, and support in the development of new activities
Residential Supervisor
Chase Home for Children
09.2015 - 08.2016
- Supervised 20 staff and 10 youth at a time
- Responsible for training staff, mediating and de-escalating conflict, and building engaging programming for the youth
- Served as the primary case worker for 2-3 residents at a time, in a residential group home for court-ordered teens
- Mentored residents and organized recreation activities
- Documented monthly reports for juvenile probation and parole officers as well as the Department of Child Welfare Services
Education
B.A - Special Education with a specialization in American Sign Languages
University of Wisconsin-Milwaukee
05.2009
Skills
- Salesforce
- Program Design and Development
- Quality Control
- Monitoring and Evaluation
- Customer support
- Public Speaking and Facilitation
- Relationship Building
- Communication
- Data entry proficiency
- Customer relations
- Cross-functional team development
- Performance evaluation and improvement
- Business growth and retention
Certification
- Therapeutic Crisis Intervention Instructor, 09/30/21, 12/01/19
Timeline
Claims Care Center Representative
AFICS
03.2021 - Current
Program Director
Ramapo for Children
08.2016 - 03.2020
Residential Supervisor
Chase Home for Children
09.2015 - 08.2016
B.A - Special Education with a specialization in American Sign Languages
University of Wisconsin-Milwaukee
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