Dawn Banner Email & Phone Number

Mason, Mi, Us

Lansing, Michigan Area

Lansing, Mi

Highlights• Championed a project that identified associate productivity inefficiencies in the Data Entry system. I designed queries that are run weekly to search for work objects that took an excessive amount of time to process, defined as longer than 30 seconds. Due to this effort, managers began coaching identified associates, leading to a reduction in hours spent on these work objects by 50 hours per week across the department. I also mined for other outliers, such as identifying associates that were moving through a large block of clips very quickly indicating they were potentially tabbing through the work objects without capturing any data. • I performed Business Process Owner duties, one level above my position, as stretch assignments. Tasks included project management, business case development, and estimation gathering.• I Streamlined the Policy Mailing process, which resulted in a significant reduction in the number of policies that are routed to associates for manual review and mailing. In addition, all manual tasks were reviewed to determine if they were still needed, with limited value processes being decommissioned. As a result of these efforts, the company was able to save a 2 FTE equivalent within the team.Responsibilities• Executed daily management, leadership and coaching duties for a varying team of 9 to 21 direct reports.• Held recurring one on one coaching sessions with all team members.• Monitored daily workflow through Indexing and Data Entry Systems.• Adjusted full time and part time Strategic Support Associates (SSA) resources to manage daily volumes.• Produced metrics for staff and management to aid in coaching sessions and performance evaluations.• Actively managed system issues, including escalating when appropriate to ensure timely resolution, minimizing impact to downstream processes. • Designed and communicated contingency plans to management for ensuring work processed within service level agreements.

Highlights• Provided leadership to a team of developers working on a proprietary tables based rules engine that processed data entry normalization and cleansing routines for incoming forms. The system’s name is KWYS (Key What You See).• Acted as the lead resource for my team on a 2-year project to convert KWYS to an updated version.  The project work focused on new rules creation and process synchronization. I managed the overall requirement elicitation and task tracking for the team, contributing to a successful and on time completion of the project.Responsibilities• Development lead and subject matter expert on multiple core systems.• Fulfilled project management duties for the team to ensure project/task completion within deadlines.• Prioritized and assigned projects/tasks to other developers.• Authored and maintained standard work and system documentation.• Reviewed and approved Remedy and TeamSite Requests.• Trained new associates on technical and administrative functions.