- I enjoy sketching and drawing, which helps improve my creativity and attention to detail
- Experimenting with different creative mediums, like graphite and watercolor to expand skills and techniques
- Getting involved in local advocacy groups to promote positive change in the community
- Creating digital artwork using software like Photoshop, Illustrator, or Procreate
- I enjoy helping others and giving back to the community
Miranda Loftis
Fair Oaks
Summary
Passionate about human services and experienced in training supervision, with a proven track record of creating, implementing, and overseeing effective training programs for staff. Exceptional ability to enhance employee skills and performance. Collaborating closely with management, dedicated to fulfilling organizational goals while empowering employees to reach their full potential. Committed to advancing the organization's mission and making a meaningful impact through work.
Overview
15
15
years of professional experience
Work History
Human Services Supervisor - Staff Development
Department of Human Assistance
06.2023 - Current
- Design trainings to reinforce or respond to changes in program or department processes.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
- Educated staff on organizational mission and goals to help employees achieve success.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Trained new employees on company policies and procedures, contributing to a cohesive team atmosphere and improved overall performance.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Collaborated with colleagues on various projects, sharing knowledge and expertise while working together towards common objectives.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Trained and mentored over 200 new personnel hired to fulfill various roles.
- Facilitated virtual, in-person, and blended learning sessions.
Eligibility Trainer - Media Team
Department of Human Assistance
09.2022 - 06.2023
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Advanced organizational goals through strategic development of training initiatives aligned with company objectives.
- Enhanced training accessibility, converting traditional materials into e-learning formats.
- Designed and implemented continuous learning platform, ensuring knowledge retention and skill development.
- Implemented gamification techniques in training sessions, boosting learner engagement and participation.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Designed and delivered web-based, self-directed learning materials.
Human Service Specialist II
Department of Human Assistance
01.2015 - 09.2022
- Maintained professionality and efficiency while working closely with leadership.
- Determine eligibility for one or more public assistance programs in accordance with established policies and procedures.
- Interviews customers to assist them in the completion of application and declaration forms; Reviews application for completeness and consistency; Requests additional information and documentation to resolve discrepancies.
- Interprets and explains regulations, rules, and policies to customers.
- Collected, arranged, and input information into multiple database systems.
- Maintained accurate records of all customer interactions for reporting purposes and ongoing process improvements.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
Customer Support Specialist III - Senior Fraud Specialist
Gap Inc. Direct
01.2010 - 01.2015
- Displayed and exceeded performance expectations within role while stretching outside of role to supervisor coverage as needed.
- Manage and resolve escalated customer calls pertaining to both service and fraud areas of the business by analyzing all associated data to make the best decision for the presented situation.
- Provide Leaders and Tier I/II level agents with accurate problem-solving assistance and information, while being held accountable for said direction.
- Mentor training new hires and seasoned employees.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Education
Some College (No Degree) - Psychology
Sierra College
Rocklin, CASome College (No Degree) - Criminal Justice
American River College
Sacramento, CASkills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Public speaking
- CalSAWs, MEDS, CalHeers, Microsoft experience
- Verbal and written communication
- Adaptability and flexibility
- Interpersonal skills
- Conflict resolution
- Time management
- Active listening
Accomplishments
- Collaborated with team of 35 in the development of web based training and delivery.
- Supervised team of 12 staff members.
- Vice-Chair of LGBTQ Caucus 2019-2022.
Interests
Timeline
Human Services Supervisor - Staff Development
Department of Human Assistance
06.2023 - Current
Eligibility Trainer - Media Team
Department of Human Assistance
09.2022 - 06.2023
Human Service Specialist II
Department of Human Assistance
01.2015 - 09.2022
Customer Support Specialist III - Senior Fraud Specialist
Gap Inc. Direct
01.2010 - 01.2015
Some College (No Degree) - Psychology
Sierra College
Some College (No Degree) - Criminal Justice
American River College
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