Traci Walker
Program Coach
Taylorsville
Summary
Dedicated program coach with four years of experience, consistently prioritizing family needs and making sure my work is always complete. Exceptional customer service skills are utilized through purposeful questioning, active listening, and empathetic guidance to foster positive interactions with families. Proven ability to maintain professionalism while delivering impactful support
Strong commitment to productivity, I have supported our departmental through the management of motivational and material request queues.
Overview
18
18
years of professional experience
Work History
Program Coach
Waterford.org
08.2021 - Current
- Provides exceptional guidance and support to families, caregivers, and coaches from diverse backgrounds, ensuring a positive learning experience and a safe workplace
- Communicates effectively with an understanding of different cultures and learning goals to tailor coaching strategies for each child’s needs
- Participates collaboratively in family events, departmental enhancements, and team meetings while fostering relationships with other teams and departments
- Contributes to a positive team environment with creative solutions and fresh perspectives
- Builds strong relationships with peers and leadership through trust and shared commitments
- Assumes leadership and provides support to the team in the absence of their manager
- Monitors Salesforce reports and assists with managing reports for the team
- Gives and receives constructive feedback to foster personal and team growth.
- Actively listens and respects different perspectives to promote collaboration.
- Consistently achieves high-quality scores (90% or above on line items), meets productivity goals and expectations, and successfully manages additional responsibilities as needed.
- Meets all minimum number of attempt requirements for all users
- Productivity levels are consistently above the required attempts for the families you serve (Provider, Personal, Group, etc.)
- Successfully works within the complexities of departmental processes to enhance the family experience, increase usage and progress through the software, and boost family engagement.
- Contributes to and frequently leads special projects within the department and across departments.
- Evaluates options, makes informed decisions, and adapts quickly to align with overall goals
- Continuously champions, promotes, and advances diversity, equity, and inclusion at Waterford.org
Senior Billing Specialist
Discover Financial Services
05.2016 - 12.2020
- Handled high volume of in-bound calls pertaining to disputed charges on card members accounts.
- Provided exemplary level of customer service to all individuals, including clients and company personnel.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Investigated cases of credit card fraud and unknown charges.
- Reviewed evidence, which included written statements, financial documentation for examination.
- During call with customer, asking appropriate questions to ascertain critical details about each case and making sure each case is fully notated.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Participated in team communications meetings.
Customer Service Representative
Discover Financial Services
06.2016 - 05.2017
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Provided information to customers regarding Card Member's charge card and loyalty program and helped to open and activate new accounts.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Paraprofessional Educator
Granite School District
08.2007 - 06.2016
- Performed special tasks such as Occupational and Physical Therapy to help students with special needs learn and grow.
- Supported student learning objectives through personalized and small group assistance.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Organized classroom materials to help teachers prepare for daily instruction and activities, and small groups
- Oversaw groups of up to 12 students at school, maintaining optimal safety and security.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Adhered to predetermined behavior and academic plans and collaborated on adjustments.
- Documented student behaviors, interventions and outcomes to enable lead teacher to address pertinent issues.
- Provided support during classes, group lessons and classroom activities.
- Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
Education
High School Diploma -
Cottonwood High School
Salt Lake City, UTSkills
Effective multitasking
Teamwork
Group instruction
Teamwork and collaboration
Time management
Self motivation
Adaptability and flexibility
Performance management
Accomplishments
- Collaborated with teammates while running Virtual Circle Times.
- In charge of weekly mailings for coaches and providers.
- Admin Duties for Winter Break and Summit
Timeline
Program Coach
Waterford.org
08.2021 - Current
Customer Service Representative
Discover Financial Services
06.2016 - 05.2017
Senior Billing Specialist
Discover Financial Services
05.2016 - 12.2020
Paraprofessional Educator
Granite School District
08.2007 - 06.2016
High School Diploma -
Cottonwood High School