Danielle Hibbard
Somerset,KY
Summary
Motivated Supervisor with 8 years of experience monitoring, coordinating, and allocating employee efforts to achieve organizational goals. Proven track record with continuous improvement, performance growth, and schedule management.
Overview
15
15
years of professional experience
Work History
Senior Supervisor
Anthology Inc.
02.2015 - 02.2024
- Provided leadership and guidance to a team of 15 to 30 employees.
- Assisted in recruiting qualified personnel for open positions.
- Ensured compliance with company policies and procedures.
- Implemented strategies to improve efficiency within the department.
- Analyzed data to identify trends or opportunities for improvement.
- Worked with supporting departments to identify key areas of concern and highlight resource needs.
- Maintained accurate records of employee attendance, absences, and /or overtime.
- Managed disciplinary actions when necessary while maintaining fairness.
Knowledge Management Analyst
Anthology Inc
07.2013 - 02.2015
- Developed and implemented knowledge management strategies to improve organizational efficiency.
- Created templates, forms, and other documents to support knowledge sharing activities.
- Designed pages for easy access to relevant content and resources.
Quality Analyst
Anthology Inc
04.2011 - 07.2013
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Monitored production processes for accuracy and conformance to established standards.
- Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
- Assisted in the development of Quality Assurance procedures and protocols.
- Compiled reports detailing findings from quality assurance testing activities.
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Identified training opportunities to drive increased levels of quality through various projects.
Customer Service Advisor
Anthology Inc
01.2009 - 04.2011
- Provided excellent customer service by quickly resolving problems presented via calls, emails, and/or live chat.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained detailed records of customer interactions, transactions, comments, and complaints.
- Managed additional tasks assigned by management, including ticket reporting, performance analytics, watching queues etc.
- Assisted peers with difficult support questions.
- Promoted to L2 CSA within 6 months of work.
Education
High School Diploma -
Pulaski Co. Highschool
Somerset, KY05-2008
Skills
- Employee Development and Management
- Proactive Thinking and Planning
- Staff Training
- Customer Service Management
- Problem-Solving Skills
- Workflow Documentation
- Strong Communication Abilities
- Data Analysis
- Distinguished Typing Skills
- Comfortable with MS software
Accomplishments
- Promoted to L2 CSA after 6 months working in the entry role.
- Nominated and awarded twice for Accountability and Integrity during Circle of Excellence.
- Promoted to Senior Supervisor in 2022.
References
References available upon request.
Timeline
Senior Supervisor
Anthology Inc.
02.2015 - 02.2024
Knowledge Management Analyst
Anthology Inc
07.2013 - 02.2015
Quality Analyst
Anthology Inc
04.2011 - 07.2013
Customer Service Advisor
Anthology Inc
01.2009 - 04.2011
High School Diploma -
Pulaski Co. Highschool
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