Dante Glanton Email & Phone Number

Jacksonville, Florida, United States

Recommends operation policies and assists in the establishment of procedures, as required, to implement policies, achieve operational objectives, or resolve operational problems. Monitors operation activities to meet specific measurable service objectives to assure compliance with statewide operation goals. Investigates, assesses, analyzes and makes recommendations to resolve issues and problems. Consults with program supervisors and administrative staff to resolve programmatic, administrative and operational issues and problems. Provides daily consultation and assistance to management and staff in the management and operation of service programs and responsibilities. Performs firsthand, on-site analysis of operational problems of service programs; services on interdisciplinary staff teams to develop optimum resolutions; carries out the implementation of solutions. Assists in implementing the development, refinement and testing of the Case Assignment and Management System (CAMS). Evaluates CAMS performance and identifies problems, making recommendations for appropriate modifications. Serves as the official Single Point of contact in the provision of auxiliary aids and services to the deaf and hard of hearing.

Jacksonville, Florida Area

Motivated employees to meet goals of the department, office and individual unit(s).Promoted mentoring and coaching to staff to ensure career development.Ensured training opportunities for staff in targeted areas.Used statistical information to evaluate performance standards; rewards and/or applies disciplinary action where appropriate.Consistently forecasted and analyzed data to ensure potential gaps in coverage are addressed through scheduling.Assignment of contact center tools to individuals, dependent on responsibility level, such as Calabrio, Avaya and other related programs.Served as subject matter expert for WFM scheduling tool: CalabrioDeveloped management tools and other procedures to ensure the quality and timeliness of services to customers.Acted as a liaison between workers and management to facilitate organizational progress.

Jacksonville, Florida Area

Reviewed, interpreted and coordinated the implementation of policy, procedures and directives to ensure staff received necessary assistance to be successful. Engaged fully in the recruitment, training and development of staff. Conducted interviews with applicants and completed new hire orientation when new staff were hired.Monitored agent's calls for review and provided critical feedback to ensure clients were given accurate information within the departments policy and procedures.Acted as floor support to the entire nesting unit whenever Supervisor's weren't present.

Jacksonville, Florida Area

Answered inbound calls assisting clients with all over the phone inquiries. Determined program eligibility in accordance with current regulations using computer-based eligibility system.Interviewed applicants via telephone communication to obtain and verify information needed to determine eligibility for Food Stamps, Medicaid and Cash Assistance.