Deia Latrice Woods
Summary
Tenured leader recognized as a catalyst for positive change. Strengths in communication, efficient problem solving, strong attention to detail and presentation skills. Ability to build and maintain positive professional relationships with a wide range of colleges and key business partners. Ability to adapt to change while managing objectives to promote efficiency and influence positive outcomes.
Driven and decisive professional offering several years of experience managing human resources teams to deliver compliance, personnel communication and workforce programs. Flexible and focused with expertise in recruitment and retention, mediation, staff training and development and complex problem resolution. Develops and implements hr strategies and initiatives aligned with overall business strategy.
Skilled Human Resources Specialist with background in managing comprehensive HR tasks, including recruitment and employee relations. Possess strong communication, negotiation, and conflict resolution skills to effectively address and improve workplace dynamics. Implemented innovative staff development programs that significantly enhanced team performance and productivity. Adapt at navigating complex HR software systems to streamline administrative processes.
Overview
18
18
years of professional experience
Work History
Credit Assistance Specialist
Bank Of America
07.2024 - Current
- Responsible for providing financial support and guidance to customers, focusing on credit-related issues like delinquency, recovery, and payment arrangements.
- Engage with customers via phone, email, or other channels to understand their credit needs and concerns.
- Handle outbound calls, troubleshoot problems, and offer solutions to clients while ensuring compliance with regulatory guidelines.
- Address complex billing issues and inquiries, providing solutions within compliance guidelines.
- Assist customers in establishing payment plans, securing extensions, and other recovery activities.
- Assess and offer appropriate resolutions while minimizing risk for the bank.
- Adhere to regulatory guidelines and internal policies.
Clinical Research Screening Specialist
Lightship
06.2022 - 11.2023
- Recruit and screen, enroll, schedule, track and manage study participants.
- Handle calls, emails and text to potential patients who express interest in studies.
- Maintain knowledge of enrolling and upcoming study protocols.
- Participate in process improvement as a part of the team.
- Assist in creating best practices for the success of the organization.
- Conduct outreach and attend events as needed.
- Ensure recruitment goals are met.
- Build and maintain waitlist of potential participants for future trials.
- Complete prescreen logs as needed on time with accurate information.
Manager, Inbound Sales
Charter Communications/Time Warner Cable
10.2013 - 06.2022
- Recruited, hired, trained, and supervised a team of 5-7 supervisors and 50-80 sales agents in the inbound sales call center.
- Collaborated with senior management to establish performance goals and ensure compliance with organizational policies and procedures.
- Evaluated call volume trends and sales results, maintained accurate records and reports, and identified opportunities to improve performance.
- Administered operational budgets, coached, and motivated staff, resolved conflicts, and introduced tactics to increase conversions including changes in scripts, call plans, offers, incentives, etc.
- Communicated policy changes and projections and helped improve access to reporting and analysis tools.
- Planned and implemented successful strategies to drive sales, exceed metrics, and meet business goals.
- Presented with 'Mission & Valued Performance (MVP) Award' in and '#1 Inside Sales Manager'.
Sales Supervisor
Charter Communications/Time Warner Cable
10.2011 - 10.2013
- Consistently recognized for performance and leadership skills and promoted to roles with increase responsibility and accountability.
- Managed and motivated inbound sales staff and met aggressive sales targets and performance goals regarding team productivity, work order error rates, quality assurance avocations, and call center excellence.
- Implemented companywide programs and incentives to improve efficiencies and boost morale.
- Trained in behavioral interviewing and utilized those techniques to hire and retain qualified and effective sales agents.
Sales Agent
Charter Communications/Time Warner Cable
08.2007 - 10.2011
- Conducted proactive consultative needs analysis for new and existing clients to develop customized solutions to meet individual needs.
- Maintained accurate records of monthly sales and tracked performance metrics.
- Collected demographic info, processed orders, and payments, and communicated effectively with diverse clientele to resolve issues.
- Kept up to date on products, services, promotions, and warranties.
- Recognized for superior performance and for customers service excellence and received multiple achievement awards.
Education
Degree - Information Systems
National Business College
05.2009
Skills
- Call Center Operations
- Budgeting & Cost Control
- Closing Strategies
- Sales Leadership
- P&L Administration
- Coach & Development
- Patient Engagement
- Data Analysis & Reporting
- Motivator
- Staff Supervision
- Policies & Procedures
- Human Resources
- Strategic Planning
- Performance Monitoring
- Project Coordination
- Business Development
- Complex Negotiations
- Quality Assurance
- Recruiting & Hiring
- Presentations & Proposals
- Patient Satisfaction
- Training & Team Building
- Profit & Revenue Growth
- Process Improvement
Timeline
Credit Assistance Specialist
Bank Of America
07.2024 - Current
Clinical Research Screening Specialist
Lightship
06.2022 - 11.2023
Manager, Inbound Sales
Charter Communications/Time Warner Cable
10.2013 - 06.2022
Sales Supervisor
Charter Communications/Time Warner Cable
10.2011 - 10.2013
Sales Agent
Charter Communications/Time Warner Cable
08.2007 - 10.2011
Degree - Information Systems
National Business College