Donicia Carlos

• Provide compassionate, person-centered support for an individual living with advanced Multiple Sclerosis while fostering dignity, independence, and emotional well-being through trust, empathy, and consistent communication.
• Assisted clients with mobility, ensuring safety and comfort during activities of daily living.
• Deliver comprehensive daily care while promoting comfort, safety, and quality of life.
• Build trusting relationships through active listening, empathy, and culturally responsive communication.
• Observe, document, and communicate changes in physical and emotional condition to ensure continuity of care and informed decision-making.
• Collaborate effectively with family members and caregivers to coordinate services and support positive outcomes.

• Demonstrate professionalism, adaptability, and confidentiality while supporting an individual with complex medical needs.

• Founded and led a nonprofit organization dedicated to improving the mental, emotional, and physical well-being of Black women through community-centered learning, wellness programming, and authentic connection.
• Designed, developed, and facilitated 24 interactive workshops, wellness experiences, and community events serving more than 350 participants .
• Created inclusive, culturally responsive learning environments that encouraged leadership development, personal growth, creativity, and meaningful community engagement.
• Developed workshop agendas, participant guides, discussion activities, surveys, and educational resources to strengthen learning outcomes and participant engagement.
• Built collaborative partnerships with community organizations, facilitators, and local businesses to broaden program offerings and strengthen community impact.
• Managed end-to-end planning and execution of workshops and events, including logistics, registration, participant communications, marketing, evaluation, and follow-up.
• Developed annual operating and event budgets that supported responsible financial stewardship and sustainable organizational growth.
• Leveraged technology including Canva, Zoom, Eventbrite, Google Forms, and social media to increase accessibility, streamline communications, and enhance participant experiences.

Designed and facilitated learning experiences that enhanced organizational effectiveness and supported educators in adopting new systems and practices.

• Facilitated wellness-centered learning experiences that bolstered resilience and collaboration while increasing participant engagement.
• Designed and facilitated learning experiences that strengthened organizational effectiveness, promoted equity, and supported educators in implementing new systems and practices.
• Facilitated wellness-centered learning experiences that strengthened resilience, collaboration, and participant engagement.
• Guided collaborative learning discussions that fostered reflection and knowledge sharing, driving continuous improvement.
• Guided collaborative learning discussions that encouraged reflection, knowledge sharing, and continuous improvement.
• Maintained participant documentation, implementation records, and progress reports to support accountability and program effectiveness.

• Led daily operations of contact center, ensuring adherence to quality standards and service protocols.
• Implemented performance metrics, driving accountability and improving overall team productivity.
• Developed training programs for new team members, enhancing onboarding efficiency and knowledge retention.
• Conducted regular coaching sessions, fostering skill development and employee engagement across teams.
• Analyzed call data to identify trends, optimizing resource allocation and staffing strategies.
• Resolved complex customer issues by employing effective problem-solving techniques and escalation protocols.
• Created a positive work environment, fostering strong teamwork and agent engagement.
• Reduced average handling time with effective coaching and feedback sessions for agents.

• Successfully coached and mentored numerous Customer Service Representatives into supervisory and management positions, helping employees build the confidence and competencies required for advancement.
• Coached and mentored Customer Service Representatives through individualized development plans that improved performance and prepared employees for leadership opportunities.
• Facilitated onboarding and peer mentoring to enhance employee engagement and expedite learning for new team members.
• Delivered constructive feedback to promote continuous learning and accountability among team members.
• Fostered a collaborative environment by encouraging open communication among team members.