Daniella Lovering
Virginia Beach
Summary
Proficient Operations Training Supervisor with expertise in developing training programs that enhance team performance and drive operational improvements. Skilled in leadership and communication, ensuring teams are equipped for success and operations run efficiently.
Overview
16
16
years of professional experience
6
6
Certifications
Work History
VB311 Operations Training Supervisor
Emergency Communications and Citizen Services
Virginia Beach
08.2023 - Current
- Supervised daily operations, ensuring productivity and efficient workflows across teams.
- Developed comprehensive training programs for non-emergency communication protocols, boosting preparedness.
- Facilitated interactive training sessions tailored to diverse citizen services roles.
- Collaborated with management to continuously improve operational processes and training requirements.
- Evaluated the effectiveness of training initiatives through feedback from participants and performance assessments.
- Coordinated onboarding of new employees to promote effective integration into operational teams.
- Updated instructional materials to align with current policies while ensuring compliance.
- Conducted regular performance evaluations, providing constructive feedback for professional growth.
- Facilitated cross-departmental collaboration to streamline operations and enhance service delivery.
- Managed scheduling and staffing, optimizing labor costs while ensuring operational demands were met.
- Assisted in the hiring process by conducting interviews and making recommendations for new hires.
- Prepared reports on operational performance metrics and presented them to management team.
- Resolved customer complaints in a timely manner to maintain customer satisfaction.
- Monitored staff performance and provided feedback for improvement.
Call Center/Patient Access Manager
San Antonio Podiatry Associates
San Antonio
09.2022 - 02.2023
- Managed a team of over three call center employees to enhance operational efficiency.
- Monitored call queue, ensuring timely responses to incoming calls while maintaining service standards.
- Trained all new and existing call center representatives, enhancing overall skill levels.
- Developed training curriculum and rubric, along with observation schedule for performance documentation.
- Generated weekly call center reports detailing average wait times, talk times, and abandonment rates to guide decisions.
- Coordinated referral processes by verifying insurance benefits and creating charts for staff scheduling.
- Reviewed and substantiated referrals for routine foot care services against insurance criteria.
- Facilitated weekly departmental meetings for training updates and discussion of staff challenges.
Call Center Representative
San Antonio Podiatry Associates
San Antonio
03.2022 - 09.2022
- Answered high volume of calls promptly, ensuring exceptional customer service for patients.
- Facilitated communication between patients and medical staff regarding prescriptions and urgent requests.
- Scheduled new and existing patient appointments according to practice guidelines and doctor preferences.
- Processed appointment cancellations and rescheduled visits efficiently.
- Evaluated referrals by reviewing medical histories and coordinating with appropriate providers.
- Assessed service requirements to determine necessity of referrals for new patients.
- Responded to inquiries from providers about home health requests and referrals.
- Collected patient information for chart creation and verified insurance benefits.
- Developed knowledge of authorization policies to streamline insurance claims processing.
- Collaborated with medical staff to address patient concerns and needs.
- Trained new representatives on call handling procedures and best practices.
Call Taker III
Emergency Communication & Citizen Services (311)
Virginia Beach
01.2019 - 12.2021
- Managed high volumes of incoming calls, delivering effective customer service for inquiries and concerns.
- Provided citizens with information on local, state, and federal agency guidelines via calls, emails, and chats.
- Handled citizen compliments, complaints, and service requests to dispatch resources efficiently.
- Collaborated with public utilities and public works to assist citizens with account inquiries.
- Served as primary appointment scheduler for COVID-19 vaccinations in coordination with emergency management and health department.
- Documented interactions in communication management system to maintain accurate records for follow-up.
- Utilized dispatch software to track vehicle locations and monitor service quality.
- Responded to inquiries from concerned citizens regarding safety issues or crime prevention techniques.
- Received and processed incoming calls from the public, providing emergency and non-emergency services.
- Assisted in the coordination of police activities by relaying information between officers and supervisors.
- Prioritized tasks based on urgency and severity of each incident.
- Dispatched field personnel according to established protocols for specific types of calls for service.
- Coordinated with outside agencies for assistance with difficult cases or additional resources when needed.
- Monitored radio traffic to ensure proper communication between field personnel, dispatchers and other agencies.
- Communicated effectively with a wide range of people under stressful circumstances.
- Analyzed situations quickly and accurately while responding to multiple requests simultaneously.
Waitress and Assistant Manager
Pasta E Pani Restaurant
Virginia Beach
05.2010 - 10.2018
- Served as primary communication link between customer and kitchen, ensuring timely service and food quality.
- Coordinated staff management, ensuring completion of all duties including side work and menu knowledge.
- Assisted with managing staff and ensured they performed all necessary duties including side work and knowledge of the menu.
- Handled administrative tasks including writing and distributing payroll checks and reconciling daily income reports.
Education
Major Criminal Justice - Law Enforcement
Tidewater Community College
Virginia Beach, VA03-2026
Bachelor of Arts - Sociology & Women’s Gender Studies, International Affairs
Virginia Wesleyan College
Virginia Beach, VA01-2014
High School Diploma - Legal Studies Academy
First Colonial High School
Virginia Beach, VA01-2011
Skills
- Employee training
- Course development
- Training oversight
- Classroom instruction
- Training material development
- Training material updates
- Adult learning theories
- Crisis management
- Customer service
- Data Analysis
- Quality Assurance
- SharePoint
- GIS
- EMR Software
- Computer Aided Dispatch (CAD)
- Tow Tracker
- City Website
- Insurance Benefits and Verification
- Leadership
- Teamwork
- Written and oral communication
- Customer Satisfaction
- Office Administration
- Data Analysis
Certification
Certified in Critical Incident and Stress Management (CISM)
Timeline
VB311 Operations Training Supervisor
Emergency Communications and Citizen Services
08.2023 - Current
Call Center/Patient Access Manager
San Antonio Podiatry Associates
09.2022 - 02.2023
Call Center Representative
San Antonio Podiatry Associates
03.2022 - 09.2022
Call Taker III
Emergency Communication & Citizen Services (311)
01.2019 - 12.2021
Waitress and Assistant Manager
Pasta E Pani Restaurant
05.2010 - 10.2018
Major Criminal Justice - Law Enforcement
Tidewater Community College
Bachelor of Arts - Sociology & Women’s Gender Studies, International Affairs
Virginia Wesleyan College
High School Diploma - Legal Studies Academy
First Colonial High School