Dawn Chaplin Email & Phone Number

Remote

Customer Service Center of Excellence Project Management team created with the goal of assessing current policies, procedures, systems, etc. to identify improvement and standardization needs and propose and implement changes. Initiate, develop, plan and track projects of varying type, size, complexity and level of risk. Report directly to Senior Project Management Specialist.• Perform project planning, tracking and oversite to ensure projects are completed on time and within budget. Includes ongoing review of project, gaining consensus and approval from stakeholders, identifying appropriate resources and oversee project deliverables.• Oversee office Avaya voice network. Work with Program Managers to determine business needs and translate to voice network/system needs and create or modify call routing/vectoring for new and existing programs/clients. Collaborate with Tech Support and Engineers. Portfolio of up to 70 active client phone lines.

Wayne, Nj

Responsible for the start up and management of a Customer Service Inbound Call. Managed up to 15 CSR’s, supporting energy efficiency and renewable energy programs for multiple clients. Provide guidance and leadership, hired and trained staff and performed productive performance appraisals In addition, Project Manager for transition of all division CSR's to a Customer Care Center of Excellence (RIF's, location site changes, training, telephony as well as transition some work 3rd party vendors). Managed 3rd party vendors.• Developed and implemented Call Center policies, procedures and strategies.• Responsible for designing and delivering all staff training to successfully learn extensive program detail. Talent for making difficult technical information easier to learn/understand. Constant evaluation to monitor performance and identify training/coaching needs.• Reduced overall incoming calls and customer applications on hold for initial call center through 1) suggestions in form redesign, 2) crafting new and/or change written and verbal communications, 3) website improvements and 4) IT enhancements.• Participate in cross functional teams involved in program development, creating policies and procedures, process flows, document creation, IT and communications.• Transition Project Management and 3rd party Vendor Management:• Identified staffing plans, designed and delivered training and ensured voice network plans were developed and executed. • Assessed processes and operations of new teams and identified best practices, areas needing improvement and implemented standardization to develop high performing teams at a lower cost. • Ensured fulfillment of contract specifications and any ad-hoc requests to ensure client/contract satisfaction.

Analyzed, developed and revised corporate policies and procedures to ensure proper operational, financial and administrative internal controls, support management strategies and technology initiatives and adhere to laws and regulations. • Composed, edited and reviewed policies and procedures documents and bulletins; maintained online database.• Audited/assessed business processes via management briefings and Six Sigma Team discussions and recommended/implemented effective methods and controls to ensure efficiency of operations.• Assured company’s continuous compliance with the Sarbanes-Oxley Act by conducting ongoing assessments of company controls and updating documentation as necessary.• Evaluated and tracked internal audit reviews to ensure compliance and developed action plans to correct deficiencies

Parsippany, Nj

Promoted to supervise 16 Accounts Receivable/Customer Service Representatives and two Team Leads for Coldwell Banker Accounts Receivable Call Center Operations. Hired and trained staff and performed productive performance appraisals.• Coordinated consolidation of four Customer Service/AR regional facilities into one national location to reduce costs and increase quality of service.• Improved departmental processes resulting in: 1) increased data entry production and improved accuracy of client records, 2) decreased cash application issues and accounts receivable aging, 3) increased collections and receivables recognizable funds by 60%, 4) shortened report processing time and 5) reduced client report mailing time by 68%.• Collaborated in the design, implementation, training and marketing of an electronic reporting system (data entry, cash application, overall accounts receivable) which increased customer participation in reporting functions, resulting in more timely and accurate submission of data and reduced administrative costs via reduction of head count.

Parsippany, Nj

Managed franchisee accounts, mainly focusing on accounts receivable and cash application issues for Century 21 Operations. Deciphered operating reports and educated Brokers and Agents on the importance of accurate and timely reporting of listings, sales and commissions.

Morristown, Nj

Created and administered billing invoices and booking of $100M in revenue for an international consulting firm. Collaborated with clients based on contract negotiations and skillfully dealt with resolution of contract needs.

Morristown, Nj

Promoted to supervise Time and Expense Audit Team of eight (8) for an international consulting firm. Hired and trained staff and performed productive performance appraisals. Assumed Accounts Payable, Accounts Receivable, Project Controlling and Cash Management functions when needed.