Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
Generic

Desiree Aska

Snellville,GA

Summary

Accomplished Program Manager with a proven track record at Sunrise Community Inc., enhancing operational efficiency and consumer satisfaction through strategic planning and effective team leadership. Skilled in project execution and community engagement, I've successfully managed large teams and budgets, achieving a significant surplus. Expert in fostering relationships and maintaining rigorous program standards. Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.

Overview

17
17
years of professional experience

Work History

Digital Team Lead

Walmart
Covington, GA
03.2024 - Current
  • Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Delegated daily tasks to team members to optimize group productivity.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Implemented strategic plans to enhance team performance and productivity.
  • Worked closely with human resources to support employee management and organizational planning.
  • Collaborated with management team to implement new work procedures or policies.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
  • Identified opportunities for process improvements, implementing changes when required.
  • Coordinated daily operations, ensuring team adherence to company policies and procedures.
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.

Digital Personal Shopper

Walmart
Snellville, Georgia
11.2023 - 03.2024
  • Assisted customers in selecting items that met their individual needs and preferences.
  • Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.
  • Managed multiple clients simultaneously while maintaining high standards of service and privacy.
  • Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
  • Replenished and arranged items to maintain appearance.
  • Listened to customer needs to identify and recommend best products and services.

Customer Service Representative

Alorica Inc.
03.2020 - 08.2023
  • Ensured compliance with policies, procedures, quality standards, and federal laws and regulations, while receiving and processing various incoming phone calls for numerous
  • Respond to client phone calls, including gathering, inputting, and validating customer information, as well as answering inquiries, resolving difficulties, delivering customer care, maintaining scripts, and attempting to upsell
  • Optimized customer satisfaction and retention by delivering exception customer services
  • Enhanced knowledge and understanding by completing initial on job training, as well as any new product

Customer Representative - Dispute Fraud Department

Barclays Bank
01.2022 - 08.2023
  • Leverage professional expertise in responding to client queries and concerns through phone, email, online, chat, and social media
  • Assist cardholders contacting about merchant billing issues and disputes over transactions posted to credit card accounts
  • Communicate with cardholders to collect data and determine root cause of discrepancy to assess appropriate dispute type
  • Examine validity of dispute utilizing association guidelines knowledge
  • Establish contact with merchant to resolve issue
  • Assist clients in getting credit from merchant by functioning as an advocate
  • Perform several tasks, including maintaining and updating client information as needed, escalating calls to supervisor as required and negotiating/de-escalating any issues calmly
  • Monitor call-related information for auditing and reporting purposes
  • Delivered feedback reports on call issues related to downtime and training
  • Facilitated cardmember's claims by creating dispute cases and guiding cardholder about necessary documentation
  • Delivered exceptional assistance upon request, while coordinating possible credit card authorization processing
  • Acted as voice of brand, while strengthening relationships with clients

Customer Service Representative

Costco
10.2020 - 12.2021
  • Involved in receiving and processing incoming phone calls for clients, such as gathering, inputting, and validating customer information, as well as answering inquiries, resolving difficulties, offering customer service, adhering to scripts, and attempting to upsell
  • Verified calls processed in accordance with established rules, procedures, and quality standards, as well as applicable federal laws and regulations
  • Participated in initial on-the-job training, as well as any new product and ongoing training to enhance productivity and improve knowledge
  • Engaged in resolving and de-escalating issues calmly, escalating calls to supervisor as required, and monitoring call-related information for auditing and reporting purposes
  • Delivered call feedback reports on issues with downtime and training
  • Responded to requests for assistance as well as possible credit card authorization processing
  • Addressed customer questions and concerns by communicating over phone, email, online chat and social media

Facilitator of Children’s Services I | Family & Community Engagement Specialist (FACES)

District of Palm Beach County Public Schools
08.2013 - 06.2020
  • Recruit, select, and register eligible children and families in the head start program, consistently monitor children’s files and record keeping systems to guarantee adherence to state and federal guidelines
  • Conduct detailed analysis of the program performance and keep complete record of program enrollments
  • Plan and organize parent meeting on monthly basis to discuss progress, impeding issues, and corrective actions
  • Collect required information and statistics to produce detailed reports on children served
  • Maintain proper checks and balances on attendance, termination, and placements to determine and track utilization as required by the funding agency
  • Rendered expert services as an advocate between community resources and families, competently delivered management, crisis intervention, and resource/referral services to enhance efficiency and effectiveness
  • Focused on increasing parental involvement in all parent meetings and activities, ensuring family involvement in program governance and in all aspects of the Head Start program
  • Closely analyzed and cross-checked reimbursement reports with documented enrollment/referral information to confirm accuracy and completeness
  • Identified family strengths and set up family goals by conducting at least two (2) home visits per program

Substitute Teacher

District of Palm Beach County Public Schools
01.2012 - 08.2013
  • Effectively managed classroom environments and adopted best practices while teaching students from lesson plans daily
  • Ensured compliance with all school regulations and policies at all times
  • Delivered active support to the teachers in classrooms as an aide such as supervising students in and out of the classroom
  • Provided support and guidance to the students in improving social, physical, and emotional abilities
  • Implemented interactive activities and created a collaborative classroom environment that minimized distractions and maintained a positive learning environment

Supported Employment / Supported Living Specialist

We Do It All Services with Quality Care, Inc.
01.2012 - 03.2013
  • Supported individual with developmental disabilities in obtaining employment and focusing on personal development
  • Planned and organized annual meetings with consumer, family, guardian, and support coordinator to discuss progress and further improvement areas
  • Leveraged key skills and industry knowledge while managing and maintaining case files for all individuals
  • Monitored individual performance and produced comprehensive progress reports on monthly basis
  • Enabled consumers to keep a healthy independent lifestyle by providing required services and resources

Program Manager

Sunrise Community Inc.
04.2008 - 06.2011
  • Led and directed overall activities related to Adult Day Training (ADT) Program management
  • Administered services implementation for the consumer of Sunrise Community Inc
  • Consistently examined accomplishment of consumer’s daily training programs by employees
  • Generated detailed monetary reports of monthly and annual preliminary financial plans and submitted the proposals to the Executive Director
  • Supervised more than 20 employees, monitored performance on regular basis, and shared constructive feedback for improvement
  • Recruited, selected, and educated new prospects of Sunrise Community Inc
  • ADT facility
  • Spearheaded and guided training instructor(s) in the generation of individual implementation programs
  • Assured timely execution of consumer daily activities and community integration programs by Sunrise Community Inc
  • Staff
  • Conducted meeting with the consumer, the consumer’s Support Coordinator, and Guardian (if any) to support Individual Implementation Plan (IIP)
  • Guaranteed provision of supported employment opportunities to high functioning consumers with Sunrise Community Inc
  • Successfully completed and restocked inventory of all supplies required at the ADT Facility and for the execution of the Adult Day Training programs
  • Established and retained an effective communication network with community affiliates, providers, and families of the consumers to share more opportunities of living independently
  • Adeptly utilized annual budget and created a surplus of more than $120,000 for the new fiscal year by cutting costs with new vendors
  • Oversaw and expertly handled the biggest facility with more than 100 clients and over 30 staff

Education

B.S. - Child and Family Development

Georgia Southern University
Statesboro, Georgia

Skills

  • Strategic Planning & Management
  • Customer Service
  • Community Engagement
  • Project Planning & Execution
  • Administrative Support
  • Telecommunications Systems
  • Case Management
  • Relationships Building
  • Program Management
  • Operations Supervision
  • Team Leadership
  • Record Maintenance

References

References available upon request.

Timeline

Digital Team Lead

Walmart
03.2024 - Current

Digital Personal Shopper

Walmart
11.2023 - 03.2024

Customer Representative - Dispute Fraud Department

Barclays Bank
01.2022 - 08.2023

Customer Service Representative

Costco
10.2020 - 12.2021

Customer Service Representative

Alorica Inc.
03.2020 - 08.2023

Facilitator of Children’s Services I | Family & Community Engagement Specialist (FACES)

District of Palm Beach County Public Schools
08.2013 - 06.2020

Substitute Teacher

District of Palm Beach County Public Schools
01.2012 - 08.2013

Supported Employment / Supported Living Specialist

We Do It All Services with Quality Care, Inc.
01.2012 - 03.2013

Program Manager

Sunrise Community Inc.
04.2008 - 06.2011

B.S. - Child and Family Development

Georgia Southern University

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