DS Dakaria Stevenson
Program Manager
Summary
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated quality expertise, including competitive offerings, pricing, and market positioning. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
Work History
Program Manager
Erace
01.2022 - Current
- Participated in vendor selection and management process for program initiatives.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Built teams of 50 to address project goals and objectives for multiple projects.
Customer Service
Lifeworks
10.2022 - 2 2023
- Handled inbound calls, Enrolling clients into medical insurance, Ensuring customer satisfaction
- Provided exceptional customer service, resolving issues promptly and professionally.
- Followed up with customers about customer service.
- Boosted customer service satisfaction 100% ratings through consistent quality control.
Call Center Representative
RemX Change Healthcare, McKesson Corporation
10.2021 - 02.2023
- Navigate through multiple systems
- Ongoing training and skill development
- Meeting metrics goals
- Delivered prompt service to prioritize customer needs.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Collect confidential information
- Promote a positive working environment
- Receive and document customer concerns
- Data entry
- Perform other duties as assigned
- Negotiated with vendors to expedite product shipments and backorders.
Collection Specialist
Westlake Financial Group INC
01.2020 - 10.2021
- Gave clients comprehensive packages containing all key information, including demand letter and loan authorization
- Structured manageable repayment plans with delinquent borrowers of commercial, mixed use, multi-family and home equity loans
- Executed affidavits, modifications and forbearance agreements for official court proceedings
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Showcased strong analytical skills by identifying patterns in customer payment behavior, allowing for targeted intervention strategies that contributed to overall reductions in delinquency rates.
Program Assistant
HOAP INC
11.2018 - 12.2019
- Assembled and organized facts, data and information on programs as background intelligence for meetings, hearings, briefings and reports
- Participated in frequent communication with other administrative team members, human resources and finance department on special projects and events
- Coordinated executive and senior management vacation, day-to-day meeting and travel schedules.
- Identified communication channels to set roadmap to distribute information.
- Promoted an inclusive workplace environment where diversity was valued, leading to more innovative ideas being shared among team members.
Education
Associate of Arts - Business And Managerial Economics
Tarrant County College
Arlington, TX 05.2018 - 2020.05
Skills
Lean / Six Sigma
Timeline
Customer Service
Lifeworks
10.2022 - 2 2023
Program Manager
Erace
01.2022 - Current
Call Center Representative
RemX Change Healthcare, McKesson Corporation
10.2021 - 02.2023
Collection Specialist
Westlake Financial Group INC
01.2020 - 10.2021
Program Assistant
HOAP INC
11.2018 - 12.2019
Associate of Arts - Business And Managerial Economics
Tarrant County College
05.2018 - 2020.05
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