Customer Service High School
Resume:
Edgewater, MD
********@*****.***
Koreena Mitchell
SUPERVISORY EMERGENCY MANAGER
EDUCATION
NCTC
Gainesville, TX
GPA 3.87
Laurel High School
High School Diploma
Laurel, MD
OBJECTIVE
As a Supervisory Emergency Manager, my primary objective is to support the functioning of disaster assistance operations by managing staff, facilitating teams, and ensuring exceptional customer service while meeting daily metrics.
REFERENCES
Available upon request
FUNCTIONAL SKILLS
Collaborating
Training
Directing
Communication
Problem-solving
EXPERIENCE
October 2004 - Present
Supervisory Emergency Manager • Hyattsville, MD
LEADERSHIP
Successfully lead teams to exceed metric goals while maintaining excellent customer satisfaction scores.
COMMUNICATION
Proposed, created and demonstrated a power point presentation for timecards to improve time and attendance errors.
Over 21 years of disaster assistance experience with FEMA.
Specific experience evaluating, directing, and coaching employees.
Reliable candidate with exceptional customer service and administrative experience. Equipped with an exceptional ability to facilitate all aspects of internal and external communication, support day-to-day administrative and operational functions. An innovative problem solver with the ability to handle complex responsibilities in a demanding, fast paced, and multi-tasking work environment.
• Facilitate employees within the team by providing knowledge and advice to ensure accuracy in all aspects of their work while encouraging feedback for learning purposes.
• Record and grade evaluations on employees under my supervision to coach and instill solutions, understanding, and strategies to become high performing, well -skilled employees.
• Evaluate external reviews in all aspects of work on employees within the enterprise for the purpose of meeting evaluation metrics.
• Promote attributes within the team to ensure development of an integral qualified work ethic while encouraging agents to be empathetic, patient, reliable, and understanding to disaster survivors.
• Provide constructive criticism to agents to improve job performance while resolving conflicts, making suggestions, and encouraging feedback from agents.
• Possess a commitment to meet tight deadlines while working independently with minimal supervision when providing reports to leadership.
• Supervise employees providing the opportunity to make independent decisions involving all lines of businesses, addressing leave, communicate with scheduling, workforce, and/or upper management. Certify and assist employees with their got electronic timecards to ensure accuracy prior to validation.
• Collaborate with senior management to report achieved objectives, goals, success, and/or challenges within team.
• Closely work with quality control demonstrating flexibility by imparting skills, program knowledge, and work-relate habits to agents seeking assistance or guidance by communicating ideas in a confident, patient, and professional manner.
• Organize and conduct meetings to support staff based on their needs.
Contact this candidate