La Terria Dodd Email & Phone Number

Silver Spring, Maryland, United States

Audit travel vouchers ensure airline tickets, hotels, and trip expenses are accurate and processed timelyPrepare report for travelers explaining errors found on vouchers and action used to resolve the errorParticipate in travel meetings conducted by the Federal Agency Travel Administrator (FATA) regarding upcoming travel, conference planning, and travel policy Participate and assist with Overseas Coordination Committee travel meeting Develop and maintain strong working relationship with customers by ensuring timely updates for all related department mattersPrioritize and manage incoming requests by senior level management and officialsResponsible for accountable property by ensuring all documents and equipment are issued and updated correctly in Property Management Information System (PMIS) Monitor and maintain government purchase card with the a monthly spending level of $50,000 and single purchase limit of $10,000

Silver Spring, Md

Trains all employees by delivering educational programs on products, processes and the company value proposition in a blended learning model (classroom, e-learning, job shadowing)Trained over 200 employees which resulted in revenue growth of 117%Schedules and conduct training sessions, manage personnel enrollment and record participant completion status Travels nationwide (75%) to corporate locations to conduct both in person and remote training sessions Conducts over 500 hours of virtual training utilizing web conferencing and virtual training toolsMaintains training records, statistics and monthly metrics; ensures all training materials are accessibleOversees personal training budget to ensure that training and material costs do not exceed allocated fundsPlans, develops, and implements training guides for employees within the organization; Employee initial and reoccurring training Provides feedback and educates students post-training to ensure information is being retained and utilized correctlyAssists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness

Silver Spring, Md

Managed a team of 25 employees in a call center environment Successfully resolved in excess of 3,000 customer escalations Managed work to ensure client/representative interactions meet or exceed quality standards and requirementsMonitored individual calls and provided second line resolution to complex problemsInteracted with employees in assigned areas of responsibility to answer questions and to address concerns, facilitate dispute resolutions, implement measures to improve employee moraleLed ongoing employee engagement activities; develop and implement new ideas in line with the organizations strategic plan, support the year-round engagement strategy, and provide execution support on assigned projectsLed team members to work together effectively to resolve customer’s issues Managed team to research and resolve executive complaints from State Commission, Federal Communications Commission and the Better Business BureauProject managed the end to end customer escalations process while collaborating with team management to resolve all issues

Silver Spring, Md

Respond to telephone inquiries and complaints using standard scripts and proceduresUse Customer Service skills to increase business and provide problem resolutionPerform Team Leader responsibilities including leading team members to exceed department objectives and goalsAssist Management and Sales specialist in developing team building and morale boosting activities including contests and delivering team results and generated sale reports Accurately handle request for business local and regional customers for installation of service and billing concernsConsistently recommended the best products and service according to the customer’s needs for continuous growth

Columbia, Md

Provide superior customer service to consumers to ensure customer satisfaction as well as continuing and profitable customer relationshipsAnswer inbound account service calls, while using the companies established quality standardsProvide convenient, effective, product solutions and services to our customersPerform departmental and customer research request using the company’s database

Woodlawn, Md

Coordinate new hire applications, insurance forms and other correspondences as neededSchedule interviews for potential new hires, screen applicants and execute employment verifications for the Call CenterSchedule / conduct exit interviews and analyze data and make recommendations for continuous improvement and measurable outcomesGather documentation for terminations and resignations and ensure that all documentation is returned to the appropriate specialist for timely processingPartnering with managers to clarify the talent need and what success looks likeLocating new places and new ways to source the best people in the competitive market for talentFinding and presenting the best candidates for considerationFacilitating the process from beginning to a successful offerEnsuring compliance with our process and standardsDevelop and distribute departmental reports and statistical data with accuracy and in a timely mannerCoordinate and implement special projects Maintain all departmental, personnel, and manuals files

Master Of Business Administration - Mba, Business Administration And Management, General, 3.2

Bachelor'S Degree, Business Administration And Management, General, 3.276

Activities and Societies: Delta Sigma Theta Sorority Incorporated

Associate’S Degree, General Studies