Ozella Traore

Work History

City of Dallas

08.2022 - Current

Coach and develop team members
Complete bi-weekly payroll for staff
Identify developing needs
Lead staff towards success within their positions and careers
Monitor staff productivity and provide constructive feedback
Prioritize, assign, evaluate and manage workflow of staff
Provide day-to-day leadership to ensure high performance of staff
Oversee customer service activities
Read and understand department policies and procedures
Research service request
Resolve customer concerns
Set goals for performance and deadlines in ways that comply with department’s plan and vision.
Handle customer complaints, resolve issues, and adjust policies to meet changing needs
Increase team productivity by implementing efficient workflows and setting clear expectations for staff members
Achieve results by working with staff to meet established targets
Evaluate employee performance and coach and train to improve weak areas
Demonstrate commitment to organization''s core values, leading by example and fostering culture of excellence
Generate reports detailing findings and recommendations
Monitor workflow to improve employee time management and increase productivity
Help meet changing demands by recommending improvements to business systems or procedures

City of Killeen

06.2021 - 07.2022

Administer e-learning content and convert existing content for 7,000 employees
Administer testing for Bilingual Incentive Pay Program
Confer with City leaders to determine training needs
Coordinate and maintain e-learning courses and programs
Create and maintain database to track employee feedback and technical issues
Facilitate new hire orientation
Generate, analyze, and distribute data reports to Executives
Identify, facilitate, and manage workforce learning and development mandated by policy or law
Manage City’s Employee Engagement Survey
Oversee Educational Assistance Program
Process course updates and monitor user access for monthly usage reporting
Provide training and technical support to staff
Schedule training sessions.
Develop comprehensive reports for senior management, enabling informed decision-making based on data-driven insights
Track records, filed documents and maintained communication between clients to manage office activities.

City of Dallas

05.2016 - 05.2021

Administer and revise training programs
Administer typing exams for candidates
Build positive relationships
Consult with managers to determine training needs
Demonstrate strong research skills
Design effective training material
Ensure team members have fundamental skills and knowledge needed to execute task
Help team members discover how to improve performance and behaviors in support of higher individual and group achievement
Implement training curriculum
Interview candidates for customer service positions
Keep abreast of new techniques in corporate teaching
Keep attendance and training score records
Maintain culture of trust, respect, and fairness
Maintain morale and workplace harmony
Participate in hiring events
Plan and evaluate training agendas
Provide daily guidance for groups/teams of individuals to achieve specific functions or tasks
Provide feedback on group and individual performance to upper management according to standard operating procedure
Support and mentor staff
Train customer service representatives, supervisors and occasionally managers
Understand teaching methodologies
Work collaboratively in team environment and as relationship builder.
Organized and allocated resources required to meet needs of up to 90 employees

Mayor & City Council Office

10.2012 - 05.2016

Answer, direct and manage calls and emails
Coordinate community events
Gather reports and financial data from various departments
Handle travel arrangement and create travel itinerary portfolios
Maintain Council members contact list, high-volume calendar, and schedule meetings
Maintain strict confidentiality of information
Monitor, screen, respond to and distribute incoming communications
Organize, research, and maintain office files
Perform administrative duties
Prepare City of Dallas briefing and agenda material
Represent City Council and its members effectively in receiving and responding to inquiries
Work in professional and focused manner to schedule

City Of Dallas

09.2012 - 10.2012

Administer and revise training programs
Create and maintain training manuals/materials/tools
Maintain professionalism while training
Multimedia instructions
Prepare lesson plans/tests/class schedules
Train new and current employees on new systems for classes up to 25 trainees
Create and develop lesson plans to meet department needs
Modify lessons and curriculum to accommodate diverse learners by using strategies such as group work

311 Customer Service Center

11.2010 - 08.2012

Code calls to dispatch to units
Customer service experience involving heavy phone contact
Data entry, form completion, complaint resolution
Determine response requirements and relative priorities of situations
Dispatch non-emergency requests for service
Dispatch to units in accordance with established procedures
Heavy phone contact from Dallas Police Department and other City of Dallas staff
Provide outstanding customer service
Submit service request concerning critical problems.