Femisha Anderson

Conyers, GA *****

adzhvp@r.postjobfree.com

+1-786-***-****

Work Experience

Program Coordinator

Partnership Community Action - Decatur, GA February 2021 to Present

• As the Program Coordinator I am primarily charged to carry out the full daily operations of the LIHEAP departments and provide detailed reporting back to the Director and Executive staff any pain points which disrupt the seamless delivery of available services to our communities.

• Fostering a positive and productive workplace is proving successful via spontaneous ‘kudos’’ shout- outs, impromptu cattle calls to get updates delivered timely, and one-on-one coaching.

• Conducting weekly meetings with staff to determine developments and needs adjustments (by allowing client-facing agents to provide input and feedback) affords me the ability to learn about and resolve issues promptly. This proactive action has attributed to the successful improvement of office morale as I’ve been able to instill a mindset among teammates of knowing they are not only being listened to but also appreciated and valued.

• Encouraging staff to gain knowledge via cross-training is proven effective in that it drives productivity and reduces the costly expense of hiring temporary staff help for coverage during vacation time, unplanned absences and attrition.

• To ensure clients receive the best customer experience, I coach teammates to take pride and ownership in every tasks. This includes training them to write legible, thorough yet concise documentations on every application and supporting document/form. And when required properly place all pending files in the assigned pending file box. Staff members are rotated monthly with the responsibility of monitoring and clearing pending files. Following these directives has improved client relations and reduced team member stress levels by being able to not only locate files but to better understand why a file is pending and exactly what is needed to either complete or deny the pending file.

• To ensure each teammate is properly trained in their skill set, in addition to full staff training which covers a clear understanding of who we are and what offer and do via a broad stroke additionally, I always include as part of my train agenda bullet points denoting focused departmental skill set training by SMEs who are instructed to delve intently into specifics department’how-to’ steps, policy and procedures. Allowing SMEs to lead training sessions has been an effective morale building which opens the door for other teammates to ask how they can become SMEs. And by delegating lead rolls I am freed up to focus on Quality Assurance, develop business relations, attend managerial meetings, write reports and still be readily available to interact with staff, answer questions and extinguish office fires in our all-hands-on- deck work environment.

• I effectively dispel negative office chatter and clicks via an open door policy where staff members are comfortable to speak freely or (if they prefer) submit anonymously via our work life suggestion box which is reviewed regularly and addressed appropriately. These approaches have helped to build morale while quietly weeding out negativity and gossip.

1. Oversee the day to day operations of a computerized multi-million dollar non-profit low income energy assistance program by proactively monitoring and inspiring my teams to strive for greatness.

2. Manage a staff of 37 include a personal assistant, phone room operators, intake customer service staff, auditors and data entry team who are fully cross trained and engaged.

3. A Walk-Around-Management style, Precise delegation, Proactive supervision and counseling techniques,

4. Approve and submit time sheets, implement impartial mediator/Problem resolving technique;,

5. Conduct interviews, Hire and Fire and Exit interviews; Compile and submit weekly and monthly Audit and Programmatic reports, Perform Training facilitator, and Motivational tasks; Approve Employee

6. Adjust and/or assign job duties according to callouts, Review and approve time-off requests, Approve time cards and verify and approve/disapprove line items on the accounts payable daily reports prior to submission to the Fiscal department to issue checks to State-approved vendors..

• Overview: An even-tempered, quick thinking team-player discipline coupled with the ability to keep multiple departments (Intake, audit, data entry and program reporting) focused on the successful execution of the accounts payable division of a multi-million dollar grant-funded, non-profit low income housing energy assistance has helped me become a valued and treasured member of management.

Credit Specialist

COX MEDIA GROUP - Atlanta, GA March 2020 to Present

• Accounts Receivable Specialist skilled in processing credit application submissions for high balance lines of credit for tv, radio and online, followed by following precise steps to ensure advertisements run with correct scripting and selected on-air time slots during regular, off season and election cycle periods. • Fully trained and skilled to access multiple CRM, SharePoint, shared email and file systems to generally snd load client applications to review and determine credit worthiness, approve big ticket credit maximums upwards of 7 figures for approved vendors.

• Verified and reconciled daily batch reports to balance transactions and daily receipts.

Corporate Trainer / Administrative Support

ARRIVA Medical / DME Medical Supply Call Center - Plantation, FL January 2018 to December 2019

March 2013 to January 2018

Corporate Trainer / Administrative Support:

• Execute full administrative support as a C-suite and business owners confidant and liaison.

• Author and distribute corporate communications.

• Maintain complex filing systems.

• Worked with Human Resources for scheduling interviews and onboarding participated in Quality Assurance sessions to provide feedback on recorded agent calls.

• Provided required on going knowledge and skillset updates to the training staff company wide.

• Facilitate new hire orientation, training, testing and coaching to ensure teams were fully abreast of current policies, procedures, best practices and implementation.

• Create, edit and maintain training agendas, manuals, brochures, user guides, agent call scripts, corporate communications, standard operating procedures (SOP) and workflow charts again to ensure all available material was current, accurate and compliant.

Project Management/Implementation team member:

• Participate in weekly project management team meetings and testing trials in preparation for new products and or system changes.

• Provide Help desk phone assistance coverage to avoid delays in agent needs regarding IT and action steps.

• Process and clear service ticket buckets to ensure computer downtime and processing were addressed timely to ensure productivity.

• Created and maintained an Excel triage spreadsheet with built in search and find filters. This spreadsheet was a step-by-step ‘how-to’ guide published on SharePoint as an agent self help tool.

Education

Bachelor in Business Management

Florida Metropolitan University - Fort Lauderdale, FL, US

January 1996 to September 2000 Skills

• Problem solving • Help desk

• Analytical

• Microsoft suite

• Accounts Payable • Triage

• Computer Networking

• Financial Report Writing

• Document management systems

• Enrollment Specialist- Healthcare and Academics (6 years.

Contact this candidate