Suzanne Davis
Ono,California
Summary
Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach, commitment to excellence, reliability, and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Eligibility Worker I, II, III
Shasta County Health and Human Services Agency
05.2016 - Current
- Planned, created, delivered, and edited training materials; e.g.: Adobe and PowerPoint presentations, training guides, handbooks and reference materials
- Wrote instructional notices in preparation for newly developed instructional formats.
- Facilitation skills for successful training need development and training requirements.
- Expertise in training development life cycle build training plan - implement plan - run training
- Delivery of complex enterprise-level integrated training solutions
- Evaluated and analyzed concerns and ideas in order to make recommendations regarding program development, efficiencies, and effectiveness.
- Planned and coordinated staff meetings, services, resources, and/or presentations to meet timely delivery.
- Take notes at meetings, facilitate meetings as needed, review cases for unit staff, create assessments, assist in writing worker evaluations, interview clients as needed in workers absence, help to keep morale up within the unit, encourage and provide input for new workers, answer questions and investigate more complicated cases.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Demonstrated attention to detail when reviewing applications for accuracy, completeness, and adherence to guidelines.
- Contributed to ongoing process improvement initiatives by providing valuable feedback on procedures and practices during team meetings and training sessions.
- Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations.
- Enhanced client self-sufficiency through the provision of referrals to applicable community resources and support services.
- Liaised with other social service providers as necessary in order to coordinate support efforts for mutual clients in need of multiple forms of assistance simultaneously.
- Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
- Monitored caseloads closely to ensure timely action was taken on all pending applications according to agency guidelines.
- Exemplified professionalism and commitment to public service excellence by consistently meeting or surpassing established performance metrics related to application processing speed, accuracy, and client satisfaction ratings.
- Established rapport with clients through empathetic listening, clear communication, and professional demeanor during interviews.
- Collaborated with team members to ensure consistent delivery of services and optimal client outcomes.
- Trained staff on current eligibility requirements and policies.
Freelancer Support Manager
oDESK/ELANCE-ODESK/UPWORK
11.2013 - 06.2015
- Created, prepared, and delivered reports to various departments.
- Prepared employee schedules for maximum coverage during key hours.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Coached employees through day-to-day work and complex problems.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience. Increasing customer satisfaction to 97%.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Organized and led training sessions to keep team updated on new technologies and support protocols.
- Coordinated onboarding activities for new hires, facilitating seamless integration into the existing support team structure.
- Streamlined support processes for increased efficiency and improved response times.
- Actively participated in recruitment efforts, evaluating candidates'' technical skills as well as their fit within the company culture.
- Monitored employee and customer interactions to assess quality of service.
- Championed process improvements through regular evaluations and recommendations, leading to overall better service delivery.
- Coordinated with product development teams to relay customer feedback, influencing future product enhancements.
- Enhanced team morale with regular recognition programs, acknowledging outstanding contributions to team success.
- Conducted regular performance reviews, identifying areas for improvement and implementing targeted development plans.
Phone Team Lead/Manager
oDESK/ELANCE-ODESK/UPWORK
10.2012 - 10.2013
- Managed 65+ freelancers remotely worldwide.
- Worked to resolve issues interdepartmentally to increase production and quality department wide.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Team Lead/Trainer/Webinar Host
oDESK/ELANCE-ODESK/UPWORK
06.2009 - 10.2012
- Worked to resolve issues interdepartmentally to increase production and quality department wide.
- Evaluated individual employee progress and provided constructive feedback for improvement.
- Streamlined onboarding process for new team members, reducing time-to-productivity ratio.
- Encouraged proactive attitude towards self-development among trainees through introducing self-assessment techniques.
- Collaborated with management to identify skill gaps and create targeted training initiatives.
- Coordinated software testing efforts alongside developers during beta releases.
- Reduced overall average handle time by identifying underlying root causes behind common user inquiries.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
- Participated in regular product training sessions to stay current on updates and enhancements.
Virtual Assistant
LIBRA BY DESIGN VIRTUAL SERVICES
08.2006 - 10.2010
- Trained new hires and provided continuing coaching/QA of reps
- Order data entry and processing
- RFCs for new software, vendor point of contact for ongoing support
- Creation of SOPs
- Set appointments for client’s services
- Manage executive calendars
- Create marketing materials
- Content creation of blog posts
- SEO article copywriting
- Conflict resolution management
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
Education
No Degree - Architecture
University of Oklahoma
Norman, OKSkills
- Cultural awareness
- Clear and concise communication
- Documentation and reporting
- Effective public speaking
- Logo design
- Digital graphics
- Social media design
- Search engine marketing
- Copywriting and editing
Certification
- Lean Six Sigma Greenbelt Certification
- CNP - Certified Notary Public - State of California
- Digital Marketing Nanodegree, Udacity - 2025
Timeline
Eligibility Worker I, II, III
Shasta County Health and Human Services Agency
05.2016 - Current
Freelancer Support Manager
oDESK/ELANCE-ODESK/UPWORK
11.2013 - 06.2015
Phone Team Lead/Manager
oDESK/ELANCE-ODESK/UPWORK
10.2012 - 10.2013
Team Lead/Trainer/Webinar Host
oDESK/ELANCE-ODESK/UPWORK
06.2009 - 10.2012
Virtual Assistant
LIBRA BY DESIGN VIRTUAL SERVICES
08.2006 - 10.2010
No Degree - Architecture
University of Oklahoma
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