Sharlisa Holloway
Milwaukee,WI
Summary
Encouraging leader 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. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems and providing targeted solutions.
Overview
11
11
years of professional experience
Work History
Program Services Specialist
Social Development Commission
10.2022 - Current
- Directed and led program operations, utilizing diverse training methods to enhance learning opportunities and ensure program success.
- Coordinated technical training and personal development classes for clients, ensuring their growth and skill enhancement.
- Mentored team members to promote productivity, accuracy, and exceptional customer service.
- Led process improvement and problem-solving initiatives, establishing standard procedures and escalation policies for the customer support team.
- Orchestrated program development from conception to successful execution, collaborating cross-functionally across departments for seamless implementation.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Developed and initiated projects, managed costs, and monitored performance.
Program Assistant
Social Development Commission
09.2021 - 09.2022
- Strengthened program operations through ongoing assessment and refinement of operational plans and strategies.
- Increased community engagement and participant numbers through strategic use of speakers and tours in outreach efforts.
- Assisted professional staff with routine and special project tasks by conducting thorough research using diverse resources.
- Updated tracking system with comprehensive information to improve program efficiency and increase client retention by 15%.
- Coordinate with the Project Coordinator for the client onboarding process
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Provided detailed project status updates to stakeholders and executive management.
- Sourced, vetted and managed vendors needed to accomplish project goals.
User Support Specialist
Robert Half (Byte Dance/TikTok)
10.2020 - 07.2021
- Provided prompt and accurate support to TikTok users, ensuring their needs were met effectively.
- Proactively followed up with users to gather additional information and resolve issues, demonstrating a strong commitment to customer satisfaction.
- Utilized various support tools and software proficiently, enhancing the efficiency of user support processes.
- Analyzed and consolidated user feedback from multiple channels, identifying trends and providing valuable insights to leadership for improving the user experience.
- Collaborated with operational teams to develop standardized procedures and an escalation policy,contributing to enhanced customer service performance.
- Conducted research on industry benchmarks and audience preferences, enabling data-driven decision-making for improved user support strategies.
- Coordinated technical training and personal development classes for clients, ensuring their growth and skill enhancement.
- Played a key role in ensuring client satisfaction by effectively resolving service issues and maintaining strong partnerships with clients.
Executive Assistant/Intern I
Amber AZIZA Enterprises
08.2016 - 03.2019
- Efficiently handled travel expenses and reimbursements for the executive team and senior management across multiple time zones.
- Utilized advanced software skills to prepare impactful documents, reports, and presentations for executives and board members.
- Streamlined team productivity by updating spreadsheets and creating compelling presentations for executives.
- Enhanced online presence and attracted new clients through website editing and social media management. Successfully recruited website developers, videographers, and project managers.
Office/Communications Manager
Hickman Academy Prep School
02.2015 - 07.2018
- Oversaw website design, coordination, and maintenance to keep schools website visually attractive, fresh, and relevant.
- Evaluated program effectiveness to determine return on investment. Analyzed market data to inform strategic decisions.
- Collaborated with staff in planning, coordination, and implementation of all development-related events.
- Compile information, prepared reports, and managed student records , files and data entry for entire student database information, grades K-8.
- Managed Food Service Program.
- Built and maintained relationships with key clinicians, spokespeople, advocates and opinion leaders.
- Managed team of 26 employees, overseeing hiring , training, and professional growth of employees
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Branding Consultant
Boss Candy Photography LLC
07.2016 - 04.2018
- Provided coaching and detailed explanations regarding image and branding.
- Developed a system for connecting within market, which increased sales by 20%.
- Provided professional enhancement program for individuals.
- Responsible for scheduling and negotiation of payment on shows.
- Facilitated initial contact with venue managers and promoters to schedule speakers.
- Responsible for negotiation and scheduling celebrities for events.
- First point of contact via email to reach sponsors and promoters to schedule people/events.
- Conducted training and mentored team members to promote, productivity, accuracy, and commitment to friendly service.
Payment Processing Clerk
Duncan Solutions
05.2013 - 02.2015
- Process Bankruptcy.
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
- Prepared and mailed invoices to customers, processed payments and documented account updates
- Responded to inbound inquiries regarding accounts and payments
Education
Masters of Art Entertainment Business -
Full Sail University
Bachelors of Science Business Administration -
Lane College
Skills
- Quality Control Standards
- Customer Service and Assistance
- Staff Leadership
- Training Programs
- Client Rapport-Building
- Records Management
- Mentoring
- Onboarding, Training and Development
- Project Management
- Program Development
- Data Review
- Contract Management
- Strategic Planning
Learning
Microsoft Power BI and how to use it in Data Analytics also completing hours for Project Management.
Current Role
Program Services Specialist, Social Development Commission, Zendesk
Hobbies and Interests
I love to travel internationally
Timeline
Program Services Specialist
Social Development Commission
10.2022 - Current
Program Assistant
Social Development Commission
09.2021 - 09.2022
User Support Specialist
Robert Half (Byte Dance/TikTok)
10.2020 - 07.2021
Executive Assistant/Intern I
Amber AZIZA Enterprises
08.2016 - 03.2019
Branding Consultant
Boss Candy Photography LLC
07.2016 - 04.2018
Office/Communications Manager
Hickman Academy Prep School
02.2015 - 07.2018
Payment Processing Clerk
Duncan Solutions
05.2013 - 02.2015
Masters of Art Entertainment Business -
Full Sail University
Bachelors of Science Business Administration -
Lane College
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