My Interview presentation Version 1
-
Upload
malcolm-lanham-jr -
Category
Government & Nonprofit
-
view
190 -
download
2
Transcript of My Interview presentation Version 1
![Page 1: My Interview presentation Version 1](https://reader036.fdocuments.us/reader036/viewer/2022080213/55a27eaf1a28ab26408b4647/html5/thumbnails/1.jpg)
90 Days
Malcolm A. Lanham, Jr.
![Page 2: My Interview presentation Version 1](https://reader036.fdocuments.us/reader036/viewer/2022080213/55a27eaf1a28ab26408b4647/html5/thumbnails/2.jpg)
Team Development
Relationships
Regular & Open communication
To provide 150- 200 ripples of hope with excellence every day… We cannot do this alone…It will take a team.
Make sure we are all going in the same direction
![Page 3: My Interview presentation Version 1](https://reader036.fdocuments.us/reader036/viewer/2022080213/55a27eaf1a28ab26408b4647/html5/thumbnails/3.jpg)
Staff engagement & motivation
Make it your own
“Five Ways of Being”
Keep those we are helping at the center of what we do
Bridges Out of Poverty
![Page 4: My Interview presentation Version 1](https://reader036.fdocuments.us/reader036/viewer/2022080213/55a27eaf1a28ab26408b4647/html5/thumbnails/4.jpg)
Staff training & development
Free training through…
Bridges Out of Poverty
Poverty SimulationCustomer Service
Network with other like minded non-profits
![Page 5: My Interview presentation Version 1](https://reader036.fdocuments.us/reader036/viewer/2022080213/55a27eaf1a28ab26408b4647/html5/thumbnails/5.jpg)
Customer Satisfaction
Customer Experience is #1
Minimize hold times
![Page 6: My Interview presentation Version 1](https://reader036.fdocuments.us/reader036/viewer/2022080213/55a27eaf1a28ab26408b4647/html5/thumbnails/6.jpg)
Customer Education
Within that one call resolution...
Next steps
Educate on what services they are eligible for
Find ways to resolve poverty for that family or person
![Page 7: My Interview presentation Version 1](https://reader036.fdocuments.us/reader036/viewer/2022080213/55a27eaf1a28ab26408b4647/html5/thumbnails/7.jpg)
Program strategies for improving service and increasing productivity
![Page 8: My Interview presentation Version 1](https://reader036.fdocuments.us/reader036/viewer/2022080213/55a27eaf1a28ab26408b4647/html5/thumbnails/8.jpg)
Call Center Process Implementation
HEAP Nov, 2014- April, 2015
HEAP Nov, 2015- April, 2016
Busiest time of year
April, 2015
Gather/ assess info for SWOT
May, 2015
Create plans to address SWOT
June- July, 2015
Create new
process/ systems
August, 2015
Train on & implement
new process/ systems
September, 2015
Evaluate & adjust new process/ systems
October 1, 2015
End any hiring- Start
any new hire
training to be ready by November 1
HEAP season
Busiest time of year
![Page 9: My Interview presentation Version 1](https://reader036.fdocuments.us/reader036/viewer/2022080213/55a27eaf1a28ab26408b4647/html5/thumbnails/9.jpg)
Innovative ideas for the Call Center
![Page 10: My Interview presentation Version 1](https://reader036.fdocuments.us/reader036/viewer/2022080213/55a27eaf1a28ab26408b4647/html5/thumbnails/10.jpg)
“Encouraging empowerment through a tiny ripple of hope, while striving for excellence.”