Darlene Love Wolf

About Darlene Love Wolf

Experienced worker with versatile skill set and extensive experience in technical support, customer service, sales, ITIL best practices, ServiceNow Administration and development, written and oral communications.Recognized for being a quick learner and multi-awarded for exemplary quality and customer service. Recognized skills in call center management, second tier support, leading projects, training and mentoring with a strong work ethic.

Experience

1. Digital Employee Experience Director

   Coursera

   Mar 2024 — Present

   Strategic Vision: Develop and communicate a clear strategic vision for the digital employee experience aligned with the organization\'s overall goals and objectives.• Cross-functional Collaboration: Foster strong partnerships across departments to drive synergies and maximize the impact of digital solutions to ensure initiatives support broader organizational strategies.• Innovation and Digital Transformation: Drive innovation and digital transformation efforts aimed at enhancing the employee experience. • Change Management: Lead change management efforts to ensure smooth adoption and integration of digital solutions across the organization.• Data-driven Decision Making: Leverage data analytics and insights to inform decision-making processes related to the digital employee experience. • Talent Development and Leadership: Mentor and develop a high-performing team fostering a culture of innovation, collaboration, and continuous learning within the team to drive excellence in digital employee experience delivery.• Stakeholder Engagement: Engage with key stakeholders, including employees at all levels, to understand their needs, gather feedback, and ensure that digital solutions are aligned with their requirements. • Strategic Partnerships: Cultivate strategic partnerships with external vendors, service providers, and industry experts to access specialized expertise, resources, and innovative solutions that can further enhance the digital employee experience.• Risk Management and Compliance: Ensure compliance with relevant regulations, data privacy laws, security standards, and mitigate potential risks associated with digital solutions to safeguard the organization and its employees.• Continuous Improvement: Foster a culture of continuous improvement by regularly evaluating and refining employee experience strategies, processes, and technologies.

Education

• Emory Continuing Education

  Project Management

  2013 — 2014

• Talent Tech South

  Code Immersion

  2016 — 2016

Skills

• Call Centers
• Customer Satisfaction
• Leadership
• Performance Management
• Itil
• Project Management
• Process Improvement
• Customer Service
• Coaching
• Sales Operations
• Time Management
• Technical Support
• Customer Retention
• Management
• Bpo
• Quality Assurance
• Change Management
• Baking
• Problem Solving
• Microsoft Excel
• Avaya Communication Manager
• Avaya Site Administration
• Employee Training
• Service Desk
• Servicenow
• Networking
• Business Process Improvement
• Software Development Life Cycle (Sdlc)
• Contact Centers
• Vendor Management
• IT Service Management