Treionai Ross-Facione Email & Phone Number

• Developed positive rapport with clients to maximize communication effectiveness via email and SaaS technologies, exhibiting excellent interpersonal skills
• Provide comprehensive case management services to individuals and families experiencing housing instability or homelessness, working collaboratively to develop and implement individualized housing plans
• Provide advocacy and support to clients in securing and maintaining safe and affordable housing, including assistance with rental applications, eviction court cases, and landlord mediation.

• Implemented quality assurance measures to monitor and evaluate employee performance, identifying areas for improvement and implementing corrective actions as needed.
• Managed scheduling and staffing levels to ensure adequate coverage during peak call times, optimizing team productivity and efficiency.
• Acted as a subject matter expert, providing guidance and support to team members on complex customer inquiries and escalated issues.

• Acted as a liaison between clients, senior management, and 60+ call center agents, leading to a 20% improvement in agent performance and goal achievement
• Analyzed KPIs daily, weekly, and monthly, identifying causes of variation to correct agent performance, resulting in a 15% increase in overall efficiency
• Maintained accurate records of employee attendance, performance metrics, and training activities, ensuring compliance with company policies and regulatory requirements.

• Supervised and trained a team of call center representatives to ensure exceptional customer service and adherence to company policies and procedures.
• Facilitated team meetings and huddles to communicate important updates, share best practices, and foster a positive team culture.
• Developed and delivered comprehensive training sessions for new hires, covering program knowledge, customer service techniques, and call handling procedures, resulting in a 25% reduction in onboarding time.

Created, pitched, and executed multi-channel social media content strategies that built brand awareness, increased engagement, and inspired audiences to act.Supported marketing team in the creation and management of social media channels—writing, editing, and proposing content.

Springfield, Illinois Area

• Crafted high-ranking SEO-friendly job listings on Indeed, LinkedIn, Zip Recruiter, resulting in a 30% increase in candidate applications and 4,000+ candidate interviews
• Managed social media content creation, engagement, and community outreach across multiple platforms, including Twitter, Facebook, LinkedIn, and Instagram, resulting in a 25% increase in clients' social media engagement
• Utilized MS Office Suite and marketing tools to create and manage engaging digital assets for various target audiences, leading to a 20% improvement in recruitment marketing efficiency

Springfield, Illinois Metropolitan Area

Implemented social media and communication campaigns to align with recruiting strategiesProvided engaging text, image, and video content for social media accountsResponded to comments and customer queries in a timely manner

Toledo, Ohio Area

• Managed complex calendars, including scheduling appointments, coordinating meetings, and organizing travel arrangements, optimizing the executive's time and productivity
• Provided high-level administrative support to the CEO and senior management team, ensuring smooth and efficient operations.
• Assisted with project management tasks, such as tracking deadlines, monitoring progress, and coordinating cross-functional teams to ensure successful project execution.

Toledo, Ohio Area

• Conducted face-to-face sales presentations and product demonstrations, showcased features and benefits to potential clients, resulting in a 20% increase in on-the-spot sales conversions.
• Developed and nurtured relationships with clients through personalized interactions, which ensured a positive customer experience and drove repeat business.
• Provided ongoing coaching and feedback to junior team members, conducted regular performance reviews and set clear goals to support their professional development and growth within the organization.

Toledo, Ohio Area