Sondraya Norman
Columbia,NC
Summary
Experienced Senior Income Maintenance Caseworker specializing in FNS training. Oversees and manages all aspects of technical operations within the Economic Services Unit. Skilled in new system development, implementation, and maintenance. Creates effective training plans that align with the ever-changing needs of the county and its employees. Collaborates closely with supervisors to understand unique requirements and deliver tailored solutions. Excels in team leadership, providing supervision and guidance to staff members. Possesses strong coaching and training abilities honed over a 4-year career. Ready to contribute to a growth-oriented role.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Training Specialist
Dare County Department of Social Services
01.2018 - Current
- Provided support in analyzing and assessing training and developmental needs for new and existing workers
- Participant in the recruitment of new candidates by conducting a system related test during the interview process
- Trained and mentored 20 personnel hired to fulfill various roles.
- Select and/or develop training aids, demonstration models, power point presentations, and system tutorials
- Formulate training outlines and determine instructional methods utilizing knowledge of specified training needs and effectiveness of such methods as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops
- Provide floor support, resolve issues, and submit tickets to the Help Desk if needed
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
- Utilize and design PowerPoint Presentations, Cohort, and Google Docs for employees and increase company retention and productivity rates.
Supervisor Call Center
Online Collections
12.2013 - 12.2017
- Managed an estimated 30 incoming calls, emails and faxes per day from customers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Conducted regular reviews of operations and identified areas for improvement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Call Center Team Lead
Online Collections
08.2009 - 12.2013
- Managed approximately 15-30 calls per day with debtors
- Collected payments on delinquent utility and medical bills via check, credit/debit card, money order, and/or mail in cash payments
- Conducted skip tracing utilizing approved websites within the computer systems
- Updated all current contact information of debtors
- Reported satisfied debts to all three credit bureaus
- Familiarity with all Federal and State Laws associated with debt collection in the state of North Carolina
Education
High School Diploma -
Columbia High School
Columbia05.2005
Criminal Justice -
Elizabeth City State University
Elizabeth CitySocial Work -
Edgecombe Community College
Rocky Mount, NCSkills
- Meticulous Attention to Detail
- Video Presentation Skills
- Resource Material Creation
- Teaching Experience
- Delivered Virtual Training Sessions
- Audience Inspiration Techniques
- Curriculum Development
- Workforce Development Training
- Skills Enhancement Initiatives
- Program Development Expertise
- Effective Training Delivery
Websites
Accomplishments
- Proven proficiency in federally-funded programs that provide nutrition assistance or economic benefits (e.g., Food and Nutrition Services,TANF/Work First, Summer EBT, DSNAP, etc.)
- Expert in policy implementation and policy compliance/monitoring
- Proven proficiency in leading a team and providing staff training and coaching
- Established track record in working with internal and external community outreach initiatives.
- Work closely with DSS Director and Program Administrator on statewide or large-scale curriculum development projects.
- Completion of leadership development training for DSS Director and Program Administrator
Certification
- Certified in all Level One Economic Services Programs through Learning Gateway
- NEOGOV Certifications
- CPR Certified
- US Army Reserve Soldier Certificate
- AIT Certified in Automated Logistic Specialist
- US Army Reserve Honorable Discharge
Languages
English
Native or Bilingual
Timeline
Training Specialist
Dare County Department of Social Services
01.2018 - Current
Supervisor Call Center
Online Collections
12.2013 - 12.2017
Call Center Team Lead
Online Collections
08.2009 - 12.2013
High School Diploma -
Columbia High School
Criminal Justice -
Elizabeth City State University
Social Work -
Edgecombe Community College
Similar Profiles
Mitzi Ariel SturdivantMitzi Ariel Sturdivant
CHILD WELFARE SPECIALIST II at MECKLENBURG COUNTY DEPARTMENT, SOCIAL SERVICES, FAMILY SERVICESCHILD WELFARE SPECIALIST II at MECKLENBURG COUNTY DEPARTMENT, SOCIAL SERVICES, FAMILY SERVICES
MELISSA MORRISSEYMELISSA MORRISSEY
DETENTION OFFICER at DARE COUNTY SHERIFFS DEPARTMENTDETENTION OFFICER at DARE COUNTY SHERIFFS DEPARTMENT
Kerilyn BoothKerilyn Booth
Senior Social Welfare Examiner at Clinton County Department of Social ServicesSenior Social Welfare Examiner at Clinton County Department of Social Services