Deja Shabazz

Experience

• 

  Virginia State Police

  Mar 2016 - Aug 2017

  * Provide support for recruitment of staff for civilian positions within the police department, from the stage of screening applicants till offer acceptance.* Create advertisements/job descriptions for new jobs, and organize positions into different folders.* Utilize Recruitment Manager Center to process job applications, besides using MAPPER, RMS and spreadsheet to track the hiring activities across the recruitment life-cycle.* Responsible for performing employee verifications, assigning applicants to background investigators (PMIS) and credit checks, using MAPPER and Personnel Management Information System* Involved with onboarding of new employees, and providing appropriate access to the facilities and computer application Show less

  • HR Program Support Technician

    Feb 2017 - Aug 2017

  • Classification & Compensation Program Support Technician

    Mar 2016 - Feb 2017
• 

  Actionstep

  Aug 2017 - now

  • Coach, mentor and develop customer support team members by setting clear objectives, reviewing performanceon an ongoing basis. In addition, conduct regular O3’s and provide ongoing positive and constructive feedback in a timely and regular fashion.• Proactively drive succession planning, talent management, and career planning within the customer support team ensuring little impact should turnover eventuate.• Effectively identify and address employee performance problems and other employee-related issues promptly ensuring relevant processes are followed and complied with.• Contribute to global Customer Support continuous improvement initiatives; leading local US and UK implementation.• Provide a point of escalation for local issues, addressing and resolving in aneffective manner.• Attending and proactively contributing to customer, partner, and internal meetings with the view to add value in a constructive manner.• Lead recruitment and selection activities for the Customer Sucess/ Support team and support to other functional teams within the US,• Management of Richmond office expenses and spending decisions within delegated authority levels Show less • Day to day management of the US Customer Support team ensuring a high standard and quality of support is being delivered to all customers and key support metrics are being achieved.• Respond to customer escalations from the team, providing direction, support and seeing issues and queriesthrough to the end leveraging appropriate support within the wider business as and when required.• Monitor, record and report on key Customer Support metrics at a US team and individual level ensuring targets are achieved and met at all times. Where targets are not met identify and develop plans for improvement.• Effectively manage customer support team resourcing requirements ensuring a quality service to customers and key support metrics are achieved.• Lead, motivate and communicate with the customer support team to ensure the effective delivery of business outcomes consistent with Actionstep’s vision, purpose, and strategic priorities. Show less · Investigate and resolve issues related to the system, mobile app, integration software, and office plugin.· Interact with clients to provide technical support and process information in response to inquiries, concerns, and requests about the system.· Schedule and perform remote troubleshooting through screen shares to resolves client issues.· Utilize the knowledge base and other support documentation to identify, diagnose and resolve client technical problems and provide information and status updates requested.· Assist with client onboarding and training.· Record the details of an issue and troubleshooting steps taken in order to escalate an issue or document the resolution.· Use a ticketing system to track, respond, and route issues. Show less

  • Sr. Manager, Customer Operations

    Oct 2024 - now

  • Sr. Manager, Technical Support

    Jul 2022 - Oct 2024

  • Richmond Office Manager | US/UK Support Manager

    Aug 2020 - Jul 2022

  • Support Lead, North America

    Oct 2019 - Aug 2020

  • Application Specialist

    Aug 2017 - Oct 2019
• 

  GiSTEM, Inc

  Jan 2019 - now

  Board Member | Secretary | Head of Technology

  • Monitor public response to the work and policies of the organization. • Participate in Board orientation meetings to ensure organizational and fund development knowledge.• Maintain copies of the organization’s bylaws and the Board’s policy statements. • Maintain lists of officers, Board Members, committees and General Membership. Notifies Board Members of meetings. • Maintain record of Board attendance. Makes sure that there is a quorum at Board meetings. • Maintain accurate Minutes of meetings. Records all motions and decisions of meetings. • Signs Board Minutes to attest to their accuracy.• Participate in volunteer and donor recognition events.• Provide candid, open and honest feedback and evaluation when appropriate. • Take initiative in informing the organization about opportunities for funding or program development Show less