Donaice Crowell
Woodland,CA
Summary
Experienced Management and Professional Employee Development Trainer experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
18
18
years of professional experience
2
2
Certification
Work History
Telephone Service Center Supervisor
Social Security Administration, SSA
Oakland, CA
11.2020 - Current
- Scheduled daily service center employees and monitored performances.
- Implemented training systems for new employees on Customer Service.
- Trained new staff members on company policies and center expectations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Kept high average of performance evaluations.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Completed bi-weekly payroll for 15 employees.
- Completed performance and appraisal discussions
- Conducted crucial conversations with staff and assist with a turnaround in performance levels.
- Conducted team meetings, shared technical and competency soft skill knowledge with the staff.
- Engaged with staff using various communication including development techniques.
- Generated monthly management reports to be shared with managers and Executive Staff.
- Worked with staff on individual workload plans to improve employee performance levels.
- Managed the Public Service Indicators (PSI’s) goals for TSC staff.
- Monitored workloads, and service stats, and provide reports to supervisors. Monitored real time reporting call reporting through CCMS
- Managed webTA Time Keeping System request leave request.
- Performed call Service Observations, (SO). Provide Training and Development information to staff.
- Worked with staff on individual workload plans to improve employee performance levels.
- Conducted interviews for Customer Service Representative (CSR) applicants and wrote recommendation reports.
- Processed Systems Access Management (SAM) request and FPPS actions as needed.
- Assisted the public with any concerns or pending questions.
- Skilled at working independently and collaboratively in a team environment.
- Managed Verint Software scheduling program.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
Human Resources Specialist Training & Development
Social Security Administration, SSA
Richmond, CA
06.2015 - 10.2020
- Created and maintained detailed training records and reports for management review.
- Produced training manuals, presentations and resources for enhanced learning.
- Worked with central management to identify, plan, align, and address training needs.
- Scheduled and coordinated training sessions, including booking facilities and arranging catering.
- Compiled training handbook and related course materials.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Developed and executed strategies to improve training program performance.
- Selected, developed and delivered classroom and online training materials to meet program needs.
- Verified training program compliance with applicable laws and regulations.
- Facilitated high-quality training program delivery to employees and external stakeholders.
- Planned and conducted staff trainings with emphasis on leadership and competency areas.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed and implemented successful onboarding program.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Created and oversaw Leadership training programs for operations.
- Developed lesson plans, instructional materials and written practice tests for Leadership and Mentoring training courses.
- Worked with vendors to customize courseware to accommodate business needs.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Gained knowledge of company policies, protocols and processes.
- Handled day-to-day customer or client questions via telephone or email.
- Acted with integrity, honesty and knowledge to promote culture of company.
- Create written responses to general council.
- Negotiated training schedules and provided feedback for improved processes to Office of General Council regarding Management and Employee Trainings.
- Created marketing materials, including brochures and talking points for the Regional Mentor Program.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Provided competency and leadership training workshops for hybrid envirements.
Technical Support Technician
Social Security Administration, SSA
09.2008 - 06.2015
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Directed customers to appropriate departments for additional support.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about policies and services.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Applied emerging technologies to update and maintain site applicability.
Commercial Account Executive
ADT Security
02.2005 - 05.2008
- Assessed accounts and developed strategy to identify and engage buying centers.
- Used solution approach to selling and creating value for customers.
- Orchestrated and worked with teams to maximize impact.
- Used solution approach to selling and creating value for customers.
- Constructed business case models and identified credible value-based calculations.
- Drove projects to completion within tight deadlines across cross-functional teams and through uncertainty.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Prepared sales presentations for clients showing success and credibility of products.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
Education
High School Diploma -
Solano Community College
Fairfield, CA05.1994
Skills
- Service Quality
- Employee Performance Reviews
- Special Assignments
- Recordkeeping Requirements
- New Employee Orientation
- Program Implementation
- Confidential Records Management
- Presentations
- Leadership Training
- Employee Development Strategies
- KPI Tracking
- Performance Improvement
- Supervisor Skills Training
- Telephone Interviewing
- Call Center Technology
- Motivational Speaking
- Training Solutions Development
- Employee Performance Management System
- Standard Operating Procedures Proficient
- Client Needs Assessment
- Personnel Training and Development
- Project Management
- Online Training
- Feedback Analysis
- New Hire Onboarding
- Learning Strategies
- Multimedia Development
- Human Resources
- Team-Building Activities
Accomplishments
Performance Awards Regional:
- For providing excellent customer service to staff and public.
- Management training creation exceptional leadership series.
- Flash mentoring coordinator award.
National Deputy Commissioner for Operations Citation Award:
- For outstanding performance, dedication, and perseverance in delivering timely service, quality and training.
Certification
Langevin Training Courses:
- Training Needs Analysis, a Step-By-Step Procedure.
- Instructional Design for New Designers.
US Graduate School
- Introduction to Employee Development.
Timeline
Telephone Service Center Supervisor
Social Security Administration, SSA
11.2020 - Current
Human Resources Specialist Training & Development
Social Security Administration, SSA
06.2015 - 10.2020
Technical Support Technician
Social Security Administration, SSA
09.2008 - 06.2015
Commercial Account Executive
ADT Security
02.2005 - 05.2008
High School Diploma -
Solano Community College
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