Adiam Woldu Email & Phone Number

•Provide day-to-day staff support for the King County Mobility Coalition, subcommittees, and Coalition co-chairs.•Administers programming, information sharing, and resource collaborations on behalf of the county-wide regional Coalitions. •Supports diverse stakeholders in perusing needs-first approaches to mobility system improvements within the King County Mobility Coalition.

Bellevue, Washington

•Plan, organize, coordinate, assign and supervise the work of Customer Service Center staff; prioritizes activities, monitor and evaluate staff performance. Hire, on board, train, guide, coach, identify training needs, and supports individual professional development of Customer Service Representatives, Coordinators, and Assistants.•Strategically evaluate process then implements process improvements; evaluate the big picture when making decisions about process change.•Models client-focused customer service; demonstrate empathy for both clients and coworkers.•Responsible for monthly reports and record-keeping related to the maintenance of the Health Care Authority contract, staffing and performance.•Work collaboratively with other Supervisors to build morale and increase retention in the Customer Service Center.•Participate as a member of Brokerage leadership team at Hopelink; helps ensure the successful operations of the transportation Brokerage.

Bellevue , Washington

• Developed and design educational training programs and plans for a Non- Emergency Transportation Brokerage Customer Service Center for Civic & Social Non-profit organization.• Program goals and mission are always aimed at helping people achieve stability and help them gain the skills and knowledge they need to exit poverty for good.• Conduct center-wide needs assessment and identify skills or knowledge gap and then use accepted education principles, training methods and techniques to create training.• Designs and prepares educational aids and materials: maintains updated curriculum and adjusts curriculum based on need. Assess instructional effectiveness and summarizes evaluation reports determining the impact of training on employee skills and how it affects key performance indicators.• Evaluate and asses customer service center functions to ensure training meets or exceeds contractual and program and mission goals.• Communicate available training opportunities to employees, provide necessary information and records participation effectiveness. Maintain a professional and positive working relationship with all clients, vendors, volunteers, donors, and fellow staff members.

Seattle

• Managing a team of 35+ associates across multiple departments.• Responsible for interviewing, hiring, and training of new associates.• Create associate work schedules while adhering to labor budgets.• Monitoring Sales numbers, loss prevention best practices.• . Create business plan based on volume projections and previous years business to exceed financial goals while delivering a superb customer experience.• Coach Associates on product knowledge by holding in-store product training with Vendor Representatives and role plays.• Monitor performance of all associates and take action quickly when selling and service behavioral expectations are not maintained.• Increased profits by 32% in Woman’s Shoes & Handbag Department from 2016-2017. Achieved this record-breaking goal by collaborating with Merchandising team on planning and executing strategic floor moves, merchandise placement and effective product knowledge training's.• Action planning, merchandising. Ensuring accuracy of promotional presentation; communicate marketing vehicles and Sales Event information to Associates.• Prepare documents on employee quality, and conducted employee reviews including 45-day, 90-day, and annual performance reviews.

Greater Seattle Area

•Collaborate with store managers, and leadership, to strategize training approach, sales needs, and recommendations.•Manage document libraries and collaboration site using Microsoft SharePoint to ensure team members have access to learning materials.•Design and prepare new hire training by regularly updating onboarding curriculum for 40+ associates.•Led team to work on logistics support, auditing duties, data analysis, and customer complaints•Train staff on company policies, sales strategy, product releases, and customer service best practices, and how to exceed in their roles.•Facilitate, instruct and empower associates to assist in all aspects of service to enrich the customers experiences and meet daily/weekly/monthly metrics.•Research, determine, customize, and implement the most efficient training methods for different adult learning styles.

Greater Seattle Area

•Guided and supported students in personal, social, and educational development to help them reach their potential in society.•Worked with community organizations such as the Seattle World School to provide after-school programs and weekend English as a second language classes for immigrant youth community.•Provide youth with career counseling, professional skills development, and internship placement.

Greater Seattle Area

•Mentored first-generation, low-income, King county high school students in the college admission process by educating mentees on goal setting and time management. •Academic tutoring, personal and professional mentorship, leadership development, ongoing professional enrichment, and a lifelong network of allies comprised of UW alumnae and supporters.•Carve out students’ unique paths in collaboration with personal champions who customize the program every year based on those students’ dreams, interests, abilities and goals.

Master Of Business Administration - Mba, Health/Health Care Administration/Management

Bachelor'S Degree, Social Work

Activities and Societies: Black Student Union, African Student Association, Organization of Student Social Workers, Dream Project.