Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Dana Howley

Glace Bay,NS

Summary

Resourceful Independent Contractor known for high productivity and efficient task completion. Excel in communication, adaptability, and time management to meet client needs and deliver quality results on schedule.

Overview

15
15
years of professional experience

Work History

Independent Contractor - SME

Dana Howley
Glace Bay, Nova Scotia
09.2020 - Current
  • Working closely with Learning and Design, with updates and feedback for the curriculum.
  • Created assessments that measure learners' progress toward established learning objectives.
  • Assessed student performance data to identify areas for improvement in curriculum content and delivery methods.
  • Drafted documents outlining assessment results, recommendations, and strategies for improvement.
  • Established learning objectives, goals, benchmarks, and timelines for each course curriculum.

Independent Contractor - Chat Support Resource

Dana howley
Glace Bay, NS
01.2018 - Current
  • Provide support to agents taking calls in real time.
  • Maintained updated knowledge through continuing education and advanced training.
  • Completed day-to-day duties accurately and efficiently.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Independent Contractor - Facilitator

Dana Howley
Glace Bay, Nova Scotia
09.2010 - Current
  • Train agents to provide customer service to clients on the platform. This includes training them on how to use client systems and follow processes and procedures.
  • Collaborated with management team to design customized training initiatives based on company goals and objectives.
  • Established objectives for each training session and determined methods to evaluate effectiveness of the program.
  • Provided individual coaching and mentoring to learners on best practices.

Independent Contractor - Quality Assurance

Dana Howley
Glace Bay, Nova Scotia
09.2019 - 12.2022
  • Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
  • Reviewed calls to ensure all criteria were met by agents.
  • Provided one-on-one feedback.
  • Provided knowledge transfers and skill transfers to ensure agents were meeting their metrics.

Education

High School Diploma -

Glace Bay High School
Glace Bay, NS
06-1997

Skills

  • Curriculum development
  • Quality assurance
  • Customer service
  • Real-time support
  • Effective communication
  • Time management
  • Problem solving
  • Proficient in Microsoft
  • Critical thinking

References

Lynn Kjar

Title: Arise LDM

Phone Number: 12102146410

Email: lkjar@arise.com

Isa Pyke

Personal Reference

Phone Number: 19025217479

Email: isabellapyke@hotmail.ca

Timeline

Independent Contractor - SME

Dana Howley
09.2020 - Current

Independent Contractor - Quality Assurance

Dana Howley
09.2019 - 12.2022

Independent Contractor - Chat Support Resource

Dana howley
01.2018 - Current

Independent Contractor - Facilitator

Dana Howley
09.2010 - Current

High School Diploma -

Glace Bay High School

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Dana Howley