Dao Anh Cap
Baton Rouge,LA
Summary
Experienced leadership professional with a proven ability to guide teams effectively. Strong focus on collaboration and achieving results, ensuring adaptability with changing needs. Proficient in project management, conflict resolution, and strategic planning. Known for reliability and flexibility, fostering a cohesive and productive team environment.
Overview
8
8
years of professional experience
Work History
Hazard Mitigation Team Lead I
GOHSEP
01.2024 - Current
- Directly supervises a team of Program Specialist to include mentoring, scheduling, maintenance, evaluation and training
- Interprets applicable laws, rules, and regulations relating to the Hazard Mitigation Grants or the Hazard Mitigation Closeout program
- Provides guidance and oversight to the Program Specialists in preparing documentation, invoices, and information to request reimbursement or close out for approved, federally funded Hazard Mitigation grants from the Federal Emergency Management Agency (FEMA)
- Monitors the progress of each assigned Program Specialist to ensure their professional growth and technical development
- Seeks resolution to short- and long-term problems affecting efficient delivery of Hazard Mitigation grant programs
- Advises the Section Chief and/or upper management on all situations as needed
- Directs resources to complete set goals and accomplish the Section’s mission
- Devised and implemented processes and procedures to streamline operations
- Evaluated staff performance and provided coaching to address inefficiencies
- Assisted with successfully closing out DR-1607, PDM 2018, DR-1792, and Phase I of 4277 metrics.
Hazard Mitigation Closeout Program Specialist
Governor’s Office of Homeland’s Security
11.2022 - 12.2023
- Interprets applicable laws, rules and regulations relating to the HMA programs
- Provides guidance, oversight, and general assistance to applicants in preparing documentation and information to expedite closeout for federally funded grants awarded through HMA programs
- Monitors the projects of each assigned applicant and closes projects in a timely manner
- Seeks resolution to short- and long-term problems affecting efficient closeout for HMA grants
- Coordinates and/or works with applicants to gather/compile information and/or documentation to request closeouts
- Composes internal and external correspondence
- Advises higher level management on all situations as needed
- Completed approximately 30 closeout projects towards metrics within 12 months.
Call Center Team Lead
Sparkhound Technology
01.2022 - 11.2022
- Assisted hurricane impacted homeowners with intake into Restore Louisiana Homeowner Assistance Program (RLHAP)
- Handled quality assurance for inbound calls to meet homeowners needs and expectations to receive federal grant
- Developed process controls and metrics for daily management of call center.
- Provided homeowners with updates and status on program
- Managed Call Center agents to ensure effective communication
- Monitored/Trained team of 20 agents focused on inbound/outbound calls
- Responded to team support questions quickly to maintain call center efficiency.
- Maintained open lines of communication with upper management, providing regular updates on team progress and challenges faced
Call Center Supervisor
Sparkhound Technology
03.2021 - 01.2022
- Oversaw and supported the Call Center Representatives with NCORR Hope Program
- Managed the call center timekeeping and scheduling to ensure appropriate coverage daily
- Acted as point of contact for Program questions or issues related to the call center
- Prepared call center performance reports based on key metrics
- Provided one on one coaching to CSRs bi-monthly
- Ensured adherence to company's policies as well as established procedures for the Program
- Responsible for onboarding and training call center new hires and identified ways of optimizing procedures, job performance, and keeping the Call Center Reps motivated
- Maintained call center equipment in good working order to maximize productivity
- Collected and analyzed call center statistics, and productivity, and customer service metrics
- Supervised 28 Call Center Representative in providing excellent customer service to callers requiring rental and assistance
Call Center Team Lead
Sparkhound Technology
02.2018 - 11.2020
- Oversight of adherence to the Policies and Procedures of the Rebuild Florida Program
- Oversight of the CSR scheduling to ensure full coverage each day
- Acted as point of contact for homeowners or case management questions related to Call Center Onboarding of all CSRs
- Provided Call Center Reports to the Project Manager
- Provided support and guidance to Customer Service Representative
- Provided timely and accurate information to homeowners via telephone/email while simultaneously inputting data through professional growth, act as a team lead for different tiers of the organization
- Monitored team of 10 agents focused on inbound/outbound calls
- Generated reports detailing metrics such as call times and satisfaction ratings
- Developed process controls and metrics for daily management of call center
Case Manager
Sparkhound Technology
09.2017 - 01.2018
- Trained new call center agents and case managers
- Provided homeowners with updates and status on program
- Assisted with Closeout Department to ensure homeowners were in compliance with HUD and RLHAP to receive grant funding
- Processed applications with all necessary documentation from homeowners
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Call Center Representative
Sparkhound Technology
05.2017 - 09.2017
- Assisted flood impacted homeowners with intake into RLHAP
- Handled 80-100 outbound/inbound calls to meet homeowner’s needs and expectations to receive federal grant
- Answered constant flow of customer calls with minimal wait times
- Met call guidelines for service levels, handle time and productivity
- Managed high call volumes while providing exceptional customer support and maintaining professional composure
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
Bachelor of Arts - Sociology
Louisiana State University and A&M College
Baton Rouge, LA05.2013
Skills
- Experienced with Microsoft Word
- Email Management Expertise
- Advanced Excel Skills
- Skilled in Microsoft Teams Collaboration
- Advanced PowerPoint Skills
- AS 400
- Point of Sale Systems
- Salesforce Software
- Client Database Management
- 8x8 Voice Over IP Expertise
Timeline
Hazard Mitigation Team Lead I
GOHSEP
01.2024 - Current
Hazard Mitigation Closeout Program Specialist
Governor’s Office of Homeland’s Security
11.2022 - 12.2023
Call Center Team Lead
Sparkhound Technology
01.2022 - 11.2022
Call Center Supervisor
Sparkhound Technology
03.2021 - 01.2022
Call Center Team Lead
Sparkhound Technology
02.2018 - 11.2020
Case Manager
Sparkhound Technology
09.2017 - 01.2018
Call Center Representative
Sparkhound Technology
05.2017 - 09.2017
Bachelor of Arts - Sociology
Louisiana State University and A&M College
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