The content on this site is my own.

Some of the content may make references to my former employer’s Leadership Development Program, but do not represent the opinions of said former employer, Telvista, Inc. or my current employer (identity intentionally withheld).

LinkedIn Professional Recommendations:

Projects (Work Samples):

Customer Care Social Media Report

My sole responsibility for the project included managing the client, setting expectations, and delivering reports.

Report includes: customer sentiment, classification types, media types, customer care interactions, post arrivals, and customer verbatim.

Customer Cares Social Media Report

My primary responsibility centered on contributing to the clients’ social media processes, policies, brand knowledge to support client social monitoring and engagement programs. Additional responsibilities include operating as a subject matter expert in developing social media content across multiple social media platforms utilizing analytical and critical thinking skills in all aspects of the social media strategist role.

Report includes samples of my social media engagements.

Social Media Coding Manual

Coding involves using basic critical thinking skills without reading into the comments or posts. The mindset of coding should always be, “what does my coding effort tell the client”. In some cases, coding is more important than engaging, because coding efforts analyze all customer and brand interactions across an array of social media sites.

Since coding is not real-time, if a coder makes a mistake in coding they have time to correct it before reports are due. Coders should always allow time at the end of their shift to check their own work. If you discover a mistake in coding simply correct it and move on to the next comment or post.

The company’s coding methodology centers on understanding the client’s brand and the client’s customer base before beginning to code. It is difficult to evaluate an orange, if you have never seen or tasted an orange. Before you can describe an orange you have to touch it, you have to hold it in your hand, you have to peel the rigid skin away, and finally you have to taste it. Then and only then can you effectively evaluate an orange. Coding is no different.

As coders, we must understand the brand’s key marketing and customer care drivers. We should possess a basic understanding of the client’s culture and the client’s social media voice. Making assumptions in coding is highly discouraged, because we lack the opportunity to clarify the voice of the customer through direct interaction. Read each post independently and code each post according to the contents in the post unless the post is a single thought process delivered through multiple posts.

Certifications:

Advanced Family Law Mediation Certification

This certifies that Dawn Nichelle Boyland has exceeded the minimum requirements of the Texas Civil Practice & Remedies Code Section 154.052 to become a court appointment family mediator by completing the Advanced Family Law Mediation course on this 1st day of May 2012 at Dallas Baptist University.

Professional Certificates:

(1) Manager Level Certification for Admit Your Mistakes

Certification in Manager Tools strategies for Admit Your Mistakes requires study, sharing, and applying these processes at work.

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(2) Manager Level Certification for Advanced Time Management

Certification in Manager Tools strategies for Advanced Time Management requires study, sharing, and applying these processes at work.

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(3) Manager Level Certification for Effective Delegation

Certification in Manager Tools strategies for Effective Delegation requires study, sharing, and applying these processes at work.

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(4) Manager Level Certification for Effective Meetings

Certification in Manager Tools strategies for Effective Meetings requires study, sharing, and applying these processes at work.

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(5) Manager Level Certification for How to Work with HR

Certification in Manager Tools strategies for How to Work with HR requires study, sharing, and applying these processes at work.

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(6) Manager Level Certification for Inheriting a Poor Performer

Certification in Manager Tools strategies for Inheriting a Poor Performer requires study, sharing, and applying these processes at work.

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(7) Manager Level Certifications for Intentions vs. Results

Certification in Manager Tools strategies for Intentions vs. Results requires study, sharing, and applying these processes at work.

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(8) Manager Level Certification for Manager as Employee

Certification in Manager Tools strategies for Manager as Employee requires study, sharing, and apply these processes at work.

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(9) Manager Level Certification for Setting Annual Goals

Certification in Manager Tools strategies for Setting Annual Goals requires study, sharing, and applying these processes at work.

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(1) Supervisor Level Certification for Accepting Feedback

Certification in Manager Tools strategies for Accepting Feedback (constructive feedback) requires study, sharing, and applying these processes at work in the Leadership Development Program.

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(2) Supervisor Level Certificate for Ask, Don’t Tell

Certification in Manager Tools strategies for Ask, Don’t Tell (asking direct reports instead of telling them) requires study, sharing, and applying these processes at work in the Leadership Development Program.

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(3) Supervisor Level Certificate for Documentation

Certification in Manager Tools strategies for Documentation requires study, sharing, and applying these processes at work in the Leadership Development Program.

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(4) Supervisor Level Certificate for One Kind Thing

Certification in Manager Tools strategies for One Kind Thing (the principle of performing one kind act for someone on your team to meet their personal need without expecting anything in return) requires study, sharing, and applying these processes at work in the Leadership Development Program.

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(5) Supervisor Level Certificate for One-on-Ones

Certification in Manager Tools strategies for One-on-Ones (a 3-part coaching method divided into 30 minutes: the 1st 10 minutes for the direct to communicate whatever they would like to discuss {personal or work related} to the manager, the 2nd 10 minutes for the manager to discuss behavior/performance concerns, improvements, and offer feedback on the manager’s observations; the last 10 minutes for the manager and direct to develop an interim action plan to discuss any behavior/performance issues before their next scheduled one-on-one) requires study, sharing, and applying these processes at work in the Leadership Development Program.

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(6) Supervisor Level Certificate for Preparing for Your Review

Certification in Manager Tools strategies for Preparing for Your Review (discusses how to successfully earn the performance raise you are seeking through preparation) requires study, sharing, and applying these processes at work in the Leadership Development Program.

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(7) Supervisor Level Certificate for Providing Internal Support

Certification in Manager Tools strategies for Providing Internal Support (the principle of adding value to your department by supporting other departments’ projects when asked) requires study, sharing, and applying these processes at work in the Leadership Development Program.

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(8) Supervisor Level Certificate for The Basics: Coaching

Certification in Manager Tools strategies for The Basics: Coaching (understanding and delivering the two primary forms of coaching: one-on-ones and side-by-sides) requires study, sharing, and applying these processes at work in the Leadership Development Program.

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(9) Supervisor Level Certificate for Time Management

Certification in Manager Tools strategies for Time Management requires study, sharing, and applying these processes at work in the Leadership Development Program.

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(10) Supervisor Level Certificate for Standard Feedback

Certification in Manager Tools strategies for Standard Feedback requires study, sharing, and applying these processes at work in the Leadership Development Program.

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(11) Supervisor Level Certificate for Systemic Feedback

Certification in Manager Tools strategies for Systemic Feedback requires study, sharing, and applying these processes at work in the Leadership Development Program.

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(12) Supervisor Level Certificate for Work and Life Balance

Certification in Manager Tools strategies for Work and Life Balance requires study, sharing, and applying these processes at work in the Leadership Development Program.

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Career Tools: Leadership Development Certificates

Coaching & Counseling

Certificate for passing the assessment on Coaching vs. Counseling requires study and reflection on the materials.

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Conflict Management

Certificate for passing the assessment on Conflict Management requires study and reflection on the materials.

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Contact Center Best Practices

Certificate for passing the assessment on Contact Center Best Practices requires study and reflection on the materials.

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Creating Trust

Certificate for passing the assessment on Creating Trust requires study and reflection on the materials.

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Effective Communication

Certificate for passing the assessment on Effective Communication requires study and reflection on the materials.

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Email Etiquette

Certificate for passing the assessment on Email Etiquette requires study and reflection on the materials.

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Information Processing

Certificate for passing the assessment on Information Processing requires study and reflection on the materials.

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Preparing for Internal Interviews

Certificate for passing the assessment on Preparing for Internal Interviews requires study and reflection on the materials.

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Introduction to Social Media

Certificate for passing the assessment on Introduction to Social Media requires study and reflection on the materials.

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Leadership Development Training

This 40-hour sequence on Leadership Development Training exposes participants to supervisory skills, metrics, forecasting, scheduling, and financial aspects of a call center.

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Leadership Styles

Certificate for passing the assessment on Leadership Styles requires study and reflection on the materials.

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Motivation and Incentives

Certificate for passing the assessment on Motivation and Incentives requires study and reflection on the materials.

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Ownership and Accountability

Certificate for passing the assessment on Ownership and Accountability requires study and reflection on the materials.

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Personal Effectiveness

Certificate for passing the assessment on Personal Effectiveness requires study and reflection on the materials.

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Time and Priority Management

Certificate for passing the assessment on Time and Priority Management requires study and reflection on the materials.