"If your actions inspire others to dream more, learn more, do more, and become more, you are a leader. " -John Quincy Adams
Hello! I'm Zakiya
Experienced leader with a proven record of driving results and increasing traffic in multiple industries. Qualified training and sales coach with both education and experience in leading teams to achieve goals and support business needs. Served as a mentor to new leaders to assist in professional transition. Knowledgeable and experienced in human resource practices and procedures including but not limited to recruiting, interviewing, screening, hiring, performance management, termination, training, and development of all staff.
Gallup Strengths
Strategic
Responsibility
Restorative
Activator
Ideation
EDUCATION
Education
May 2021
Diversity, Equity, and Inclusion Certificate
University of South Florida
Muma College of Business
December 2011
Florida State University
Bachelor of Arts Degree
Major: English: Writing, Media, and Editing
Minor: Communications
May 2000
James S Rickards High School
High School Diploma
Experience
IT Manager: Service Desk Support Operations
Feb 2024-Present
Progressive
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Manage, support, and optimize Learning and Development operations.
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Manage, support, and optimize Workforce Management operations
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Manage, support, and optimize Quality operations
May 2023- Feb 2024
Progressive
IT Manager: Service Desk
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Coordinate and facilitate monthly team meetings and individual coaching sessions to develop IT Technicians, drive results, and improve quality.
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Work on IT projects that impact the enterprise
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Create and drive the strategy to reach team goals.
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Created development modules to help technicians reach career goals.
September 2021-May 2023
Manager CRM: Insurance Services Group
Progressive
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Coordinate and facilitate monthly team meetings and individual coaching sessions to develop supervisors, drive results, and improve quality.
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Consult on improvement projects for the Insurance Services Group.
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Hire and mentor new supervisors and managers.
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Create and drive the strategy to reach department goals.
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Graduated the Multicultural Leadership Development Program
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Presented Keynote with MLDP for IT Digital Workplace Expo
January 2020- September 2021
Associate Manager: Agency Services
Progressive Home
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Coordinate and facilitate meetings and coaching sessions for supervisors, coaches, and trainers.
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Created a coaching program to ensure consistency with call taking and agent development.
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Created training program for the department so that we can hire and train in a virtual workspace during and after the pandemic.
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Created a metric spreadsheet to help drive results and accountability.
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Created support position to help agents with complex calls.
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Multicultural Leadership Development program IT business case: Digital Workplace.
March 2018- January 2020
Progressive
Supervisor Multi-Product Proof of Concept
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Worked with vendors and process team to vet new business initiatives and plan roll out to the enterprise.
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Coordinate and facilitate monthly team meetings and individual coaching sessions to develop staff, drive results, and improve quality.
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Mentor new and upcoming supervisors.
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Developed program to evaluate and coach quality to improve audit results across the enterprise.
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Assist with the development of contests and incentives to help drive enterprise sales and results.
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Served as a participant and facilitator for NEW Learning Circles.
November 2016-March 2018
Auto Sales Consultant
Progressive
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Assist customers with quoting and purchasing insurance that will meet their specific needs.
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Drives sales to meet team and company metrics.
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Provide transitional support for sales academy associates as a sit with consultant for sales academy.
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Assist with driving team morale by creating contests, daily sales chats, and providing daily motivations.
March 2013-August 2016
Retail Operations Manager
Cracker Barrel Old Country Store
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Set, implement, and drive retail sales goals to successfully grow sales 5% per quarter.
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Increased business profitability by 5% over previous year sales.
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Increased guest loyalty and traffic by 10%.
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Hire, train, and develop retail staff.
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Create and maintain schedules and payroll.
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Responsible for direct supervision of twenty-five employees. Indirectly supervised up to 130 employees.
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Coordinate and facilitate monthly staff meetings to teach sales techniques to increase profits.
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Designed and facilitated Leadership & Communication training which provided managers with techniques and principles intended to develop leadership qualities.
May 2012-March 2013
Assistant Community Director
Gatehouse Management
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Business to business marketing which increased traffic by 12%.
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Consistently maintained 95% resident occupancy by both closing prospective residents and resident retention.
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Scheduling and maintaining community calendar in collaboration with local businesses and community organizations to cross market our community to increase profitability.
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Processing accounts payable, receivable and payroll.
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Maintain and operate leasing office in accordance with Gatehouse standards.
August 2005-November 2009
Convergys
Floor Support Supervisor/Refund Specialist
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Assisted new hires with call center training and call taking.
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Diffused escalated calls as a floor support supervisor.
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Account, premium, and benefit research and troubleshooting.
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Served as the liaison between People First and all State of Florida Universities.
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Processed premium refunds and payments to universities.
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Responsible for millions of dollars of State of Florida funds.
SKILLS
Microsoft Word - Advanced
Targeted Selection Trained
Power Point - Advanced
Excel- Advanced
Graduate of the Multicultural Leadership Development Program
Proficient in Mural
Speakers Bureau Facilitator
Progressive Sales Process Certified
Licensed In Property & Casualty
PSP Certified
Integrity
Empathy
Empowerment
Learning Agility
Growth and Development
Inclusivity
Teamwork and Collaboration
Authenticity
My Business Plan
The People
It is important to foster an environment of trust by leveraging team diversity. My goal is to empower my direct reports to embrace an environment conducive to growth and development to help increase the contribution to the business. People are our greatest asset we must invest in them to help them be their best to meet our customer's needs.
The Culture
Our culture is what sets us apart from our competition. My goal would be to encourage an engaging and inclusive culture while guiding my direct reports to increase efficiency and effectiveness to maximize the contribution to the business. I will continue to make diversity, equity, and inclusion a priority to ensure that my direct reports are comfortable bringing their whole selves to work.
The Business
Our business strategy is designed to ensure our success. I will contribute to this by identifying any potential areas of opportunity and deploy the necessary resources to help achieve business goals. I will find and explore innovative ideas and solutions that will help Progressive maintain our competitive advantage and improve agility, quality, and cost.
Tactics
People
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Promote a culture of trust.
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Provide regular, transparent communication and feedback.
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Ensure decisions made promote and advance business initiatives.
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Encourage and promote accountability at all levels.
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Provide developmental opportunities at all levels to promote diversity of thought and employee growth.
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Collaborate with colleagues to ensure alignment with business initiatives.
Process
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Understand direct reporting group needs through SWOT analysis.
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Gain understanding of current processes and practices.
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Provide observations of possible opportunities.
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Provide innovative solutions to help resolve potential concerns.
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Leverage resources to help support growth and development while also advancing business initiatives.
Proposed Immersion Activities
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Meet with my group leader to learn more about the department vision and ongoing initiatives.
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Meet with new team to learn individual needs, goals, and preferred communication and collaboration styles.
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Meet with colleagues to learn best practices and gain additional knowledge.
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Gain insight into staffing, training, and developmental needs.
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Ensure Progressive initiatives are communicated and executed in alignment with the business.