James E Wallace
Washington,DC
Summary
Strong leader and problem solver with expert team leadership, planning and organizational skills built during successful career. Experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Diligent coach/ mentor with exceptional management abilities and results-driven approach who has equip employees to independently handle daily functions and meet customer needs.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Supervisory Social Service Representative
District Of Columbia Department Of Human Services
01.2002 - Current
- Manage, coach and motivate employees to be productive and engaged in work.
- Enhance customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolve staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximize performance by monitoring daily activities and mentoring team members.
- Onboard new employees with training and new hire documentation.
- Cross-train existing employees to maximize team agility and performance.
- Communicate clearly with employees and stakeholders to keep everyone on same page and working toward established business goals.
- Monitor and analyze work performance to identify areas of improvement and make necessary adjustments.
- Develop a strong work culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieve departmental goals by developing and executing strategic plans and performance metrics.
- Develop and implement positive strategies to achieve agency goals and help improve the accuracy rate.
- Mentor junior team members for career advancement, fostering a pipeline of future leaders within the agency.
- Streamline workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Optimize resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Train personnel in DCAS system usage and enforced participation in exercises focused on developing key skills.
- Cultivate positive rapport with employees to boost agency morale and promote a positive workplace.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintain comprehensive knowledge of Agency programs and services, ensuring accurate information is relayed to customers at all times.
- Contribute to positive team morale by fostering an inclusive work environment that encourage collaboration amongst employees from diverse backgrounds and skill sets.
- Assist clients in understanding the various ESA programs and services while compiling in adherence to internal policies regarding TANF, SNAP and Medicaid transactions.
- Participate in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field.
- Respond timely to customer calls and emails to answer questions about programs and services.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Proactively identify potential challenges or roadblocks, implementing solutions before issues can escalate further.
- Mentor and train employees, providing guidance and support as needed while helping them develop their overall knowledge and skill level.
- Mentor staff members for career advancement, fostering a pipeline of future leaders within the organization.
- Maintain professional, organized, and safe environment for employees and clients.
- Achieve Agency goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through talent development initiatives.
- Streamline workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Evaluate employee performance and conveyed constructive feedback to improve skills.
- Establish team priorities, maintain schedules and monitor performance.
- Maintain professional demeanor by staying calm when addressing unhappy or angry customers.
Social Service Representative
District Of Columbia Department Of Human Services
11.1998 - 01.2002
- . Evaluated eligibility criteria of TANF, SNAP and Medicaid applicants before enrolling them into the appropriate programs.
- Assisted clients in navigating complex application processes for TANF , SNAP, housing assistance, healthcare coverage, and other essential supports.
- Documented case progress and activities in accordance with agency policies and procedures.
Education
No Degree - Human Ecology
Howard University
Washington, DC05.1982
Skills
- Team Leadership
- Team Development
- Employee Coaching and Mentoring
- Staff Training and Development
- Verbal and written communication
- Problem Resolution
- Interpersonal Relations
- Complex Problem-Solving
- Time Management
- Task Delegation
- Professional and Courteous
- Customer Relationship Management
Certification
- Change Management Specialist Certified (CMS)
- Six Sigma Green Belt Certified (SSGBC)
- Six Sigma Lean Professional Certified (SSLPP)
- Project Management Essentials Certified (PMEC)
- Problem Solving Techniques Certified (PSTC)
- Time Management Skills Certified (TMSC)
- Advanced Communication Skills Certified (ACSC)
- Strategic Customer Service Skills Certified (SCSSC)
- HIPPA Compliance Certified
Timeline
Supervisory Social Service Representative
District Of Columbia Department Of Human Services
01.2002 - Current
Social Service Representative
District Of Columbia Department Of Human Services
11.1998 - 01.2002
No Degree - Human Ecology
Howard University
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