Hi, I’m
Diandra Holloway
Houston TX,TX
Summary
Focus on Advancing with over 22 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers. Ready to offer exceptional leadership and planning abilities to take on new role in my career. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Well-versed in several standards and market trends. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
56
years of professional experience
Work History
Eventz N A Box, Houston, Texas
Director of Operations
01.2006 - 05.2022
Job overview
- Oversaw day-to-day production activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Monitored budget and utilized operational resources.
- Achieved team goals through formalized training plans, coaching and performance management.
- Managed procurement, inventory and warehouse operations.
H & R Block, Atlanta, Georgia
Assistant Manager
06.2019 - 04.2022
Job overview
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Reduced corporate costs by developing and implementing improved merchandising, receiving and maintenance procedures.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
- Reduced financial discrepancies by monitoring credit card sales and deposits.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Increased sales revenues by promoting complementary products and educating customers about store promotions.
- Planned team-building exercises to increase employee performance and job satisfaction.
Ruffens Renovations Property, Atlanta, GA
Regional Manager
08.2008 - 04.2022
Job overview
- Established and maintained operational standards for 18 locations.
- Established and maintained operational standards for 18 locations.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Supervised staff to optimize brand expansion initiatives and productivity.
- Masterminded updates to workflows and revitalized teams to meet changing business needs and boost team member performance.
- Assessed each location's individual and team performances, analyzing data trends to determine best methods to improve sales results.
- Built and deepened partnerships with industry leaders to strengthen collaborative efforts and promote mutual profitability.
- Held weekly meetings with management teams to identify techniques to overcome sales obstacles.
- Established and maintained operational standards for 18 locations.
Afni Call Center, Opelika, Alabama
Call Center Manager
02.2005 - 05.2018
Job overview
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Established relationships and touch points with clients to promote retention.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Directed training and retraining of employees to boost performance and enhance business results.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Delivered training for staff development, change management and materials, process and technical controls.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained and developed personnel to improve safety, employee relations and resolve all issues.
United States Army, Fort Jackson, South Carolina
Medical Specialist (SF)
08.1999 - 07.2009
Job overview
- Took patient medical histories and vital signs as well as performed venipunctures, injections and diagnostic procedures and ancillary tests.
- Developed health plans for patients to improve overall health or recover from injuries and illnesses.
- Cleaned and sterilized medical instruments and disposed of contaminated supplies.
- Administered and prescribed appropriate courses of treatment.
- Ordered and executed diagnostic tests and analyzed diagnostic images to further investigate patient conditions in neurosurgical practice setting.
- Communicated with 25 patients per shift to understand health needs and challenges.
- Interviewed patients to obtain medical information and measured vital signs, weight and height.
- Immunized patients to protect from preventable diseases.
- Monitored patients' conditions and progress to reevaluate treatment.
- Administered specialized treatment for multiple patients daily.
Education
Georgia State University , Atlanta, GA
Assoicates Degree from Business Management
06.2019
Bethlehem Academy , Lagrange, Georgia
High School Diploma
05.1999
University Overview
- Honoree of Honor Roll all A's
- Dean's List Junior & Senior Year
- Awarded Track Star
- GPA 3.8
Skills
- Records Organization and Management
- Hiring and Onboarding
- Performance Monitoring and Evaluation
- Supplier Monitoring
Timeline
Assistant Manager
H & R Block
06.2019 - 04.2022
Regional Manager
Ruffens Renovations Property
08.2008 - 04.2022
Director of Operations
Eventz N A Box
01.2006 - 05.2022
Call Center Manager
Afni Call Center
02.2005 - 05.2018
Medical Specialist (SF)
United States Army
08.1999 - 07.2009
Georgia State University
Assoicates Degree from Business Management
Bethlehem Academy
High School Diploma
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