Pegi Dura

• Oversee 15+ direct reports and the development of the accuracy & quality of departmental processes
• Ensure that staff execute all operational functions within established service level agreements
• Ensure collaborative efforts amongst interdepartmental teams to support team’s certification program processes with updated information and procedures
• Contribute to development and refinement of procedures
• Manage personnel related matters including monitoring attendance and all record keeping in time and reporting system
• Monitor and oversee workflow and productivity of staff
• Identify, develop and implement process improvements that adhere to most current needs of clients and institutions
• Identify staff challenges and facilitate appropriate training to remediate through implementation of proficiency progress plans to meet accuracy and productivity expectations
• Serve as department’s subject matter expert and primary decision maker for complex cases
• Generate reports for operations leadership on all aspects of customer service and quality
• Draft client communication to recap monthly progress towards meeting Service Level Agreements amidst low staffing levels
• Proactively anticipate issues that may arise in order to apply appropriate judgment and solutions that support efforts across programs department

• Educated and assisted low-income households receive public benefits as part of three different campaigns offering benefits in three geographical location
• Facilitated quality control of documents in heavy detail to ensure accuracy rates above 90%, while translating important documents in Italian, Spanish and Greek, interviewing and screening clients in their own languages as well
• Delivered presentations to interested groups and answered wide-ranging questions about available offerings.
• Increased brand awareness and boosted public perception of organization through proactive outreach and network development with key stakeholders.

Volunteer

• Coordinated meetings and events for internal and external groups related to International Professionals Program (IPP), program designed to assist immigrant integration.
• Participated in marketing, outreach and other visibility efforts.
• Provided general program information and assistance to public and specifically to fellows cohorts of 10 individuals.
• Participated in various sessions of IPP program, contributing to advising participants on applying tips, skills identifications, resume/cover letter preparations, mock interviews, career panels, workplace culture and communication etc.

• Assisted 3 legal crews in preparing answers, providing documentation and information for discovery request.
• Supervised two legal assistants in researching records and documents for case details, preparing legal briefs, motions and pleadings
• Acted as liaison between attorneys, clients and medical/insurance representatives, managing data in office-based software and interpreting/translating from Spanish to English and vice-versa when necessary
• Directed and coordinated service of subpoenas and scheduling of depositions for several legal professionals

• Developed and initiated project: "Increasing access of Albanian youth with disability to various development services'.
• Supervised 5 coordinators in organizing of 8 different youth clubs, students services and spread of organization's work, managed costs, and monitored performance of coordinators and volunteers.
• Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
• Scheduled and facilitated meetings between project funders to discuss deliverables, schedules and conflicts.

• Managed annual Peace Summit, international conference with about 300 participants from 20 countries, held in Tirana, Albania and supervised team of 10 individuals
• Created agenda and managed budget throughout project, facilitated collaboration among local partners and sponsors, as well as co-created advertising campaigns.
• Supervised multiple small projects from project start through delivery by prioritizing needs and delegating assignments and reported regularly to program manager on project budget, progress and technical problems.
• Recruited and oversaw personnel to achieve performance and quality targets by deadline foreseen.