Ms. Donna Galloway

Donna M. Galloway

**** ***** **. **

Washington, D.C. 20018

202-***-**** (h)

202-***-**** (c)

********.*****@*****.***

QUALIFICATIONS

Team Building ~ Coaching ~ Development ~ Negotiations~ Project Management

Result-driven management professional with education and training in team building, conflict resolution, negotiations and performance driven coaching. Successfully manage cross-functional teams with the ability to exercise good judgment in developing methods, techniques and the evaluation of criteria for obtaining winning results. Strong organizational, interpersonal and computer skills. Additional areas of expertise include:

Customer Care Performance Analysis Process Improvement

Performance Tracking Emergency Preparedness Personnel Management

ACCOMPLISHMENTS / AWARDS

•Created and implemented processes in promoting best practices of leave administration

•Wrote and developed departmental emergency preparedness business continuity plan

•Three time Verizon Excellence Award nominee

•Verizon Volunteer Award recipient 2003-2008

•Increased employee participation rate in sales program by 68%

•Assisted department in generating $200,000 in revenue in 2007 against an objective of $100,000

PROFESSIONAL EXPERIENCE

VERIZON CONNECTED SOLUTIONS, Rosedale, MD 2006 to 2008

Supervisor

•Supervise a team of management professionals

•Monitor employees productivity through schedule adherence and performance tracking

•Oversee the management and allocation of resources to effectively balance workload capacities and ensure productivity objectives were exceeded

•Serve as Departmental Lead Sales Ambassador

•Create and manage daily and monthly initiatives to improve sales and product referrals

•Conduct interviews of prospective employees utilizing a structured interview process

•Performed exit interviews during employee separation process

•Prescribe and compose employee performance improvement and management plans accordingly

•Gathered data and composed employee performance appraisals

•Facilitate new hire orientation sessions

•Recommended and advised employees of available benefits under the corporate employee assistance program

•Represented company during grievance proceedings and resolution hearings

•Gather and analyzed proprietary data for grievance proceedings

•Coordinate company/union initiatives and assisted in the implementation of joint processes

VERIZON COMMUNICATIONS, Washington, D.C. 1999 to 2006

Specialist-Resource Management

•Identified and resolved resource scheduling issues including staffing, performance, and training needs

•Promoted and monitored the sharing of resources by networking across regions and teams to address resource needs, and network with resource management peers to facilitate cross-team staff sharing

•Provided regular management reporting to senior level leadership team.

•Supervised a team of resource management associates

•Designed and composed work and vacation schedules for all employees within the organization

•Tracked and monitored employee adherence to their daily schedules

•Evaluated employee performance by composing semiannual performance appraisals and providing timely feedback

•Performed resource allocation audits to ensure compliance

•Scheduled and allocated employee training and development sessions while maintaining service level requirements

•Interfaced with customers to resolve complex issues

•Conducted root cause analysis studies to resolve scheduling disputes

•Provided performance coaching, mentoring, development and feedback to employees

•Participated in company/union initiatives and worked to implement joint processes

PROFESSIONAL EXPERIENCE

(Continued)

VERIZON COMMUNICATIONS, Washington, DC 1/2000 – 4/2000

Coordinator

•Implemented new processes to improve customer service results

•Interfaced with customers to resolve complex issues

•Identified measuring tools to track employee performance

•Defused and resolved complex problems associated with service delivery

•Managed and tracked incoming call volumes

VERIZON COMUNICATIONS, INC, Calverton, Md 1997 - 1999

Consultant

•Negotiated orders and recommended customized products and services to customers

•Wrote and processed service order requests for products and services

•Processed administrative changes to customer accounts

•Researched and solved complex customer account issues

•Handled customer escalations to completion

SUMMIT BANK 1995 - 1997

Teller / CSR

•Processed customer deposit, withdrawal and new account request

•Recommended new financial products

•Processed investment group referrals

•Interfaced with and addressed customer issues

EDUCATION

Bachelor of Science –Business Administration

Columbia Union College, Takoma Park, MD

MBA Candidate 2009

Columbia Union College, Takoma Park, MD

TECHNICAL SKILLS

Microsoft Word, Excel, PowerPoint, Access, and Outlook; Lotus Notes, PeopleSoft

Legacy Systems: WFA/DO, SOACS, SOMS, RT-1000, VRepair, SOPDOE.

REFERENCES

Provided upon request

Contact this candidate