Dawn Heck Email & Phone Number

Lead the development and implementation of strategies that enhance the efficiency and effectiveness of the sales organization, with a focus on driving revenue growth, improving customer experience, and streamlining project processes. My key responsibilities include:Strategic Leadership: Crafting and executing sales support strategies aligned with overall business objectives, defining KPIs, and driving performance.Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, and ensuring robust recruitment, training, and development.Sales Process Optimization: Analyzing and enhancing project workflows, implementing best practices, and resolving blockers to increase throughput.Cross-Functional Collaboration: Partnering with key teams such as Account Management, Interconnection, and Design to align initiatives and improve workflows.Technology Enablement: Evaluating and deploying tools to enhance productivity, ensure accurate data access, and support data-driven decision-making.Performance Management: Monitoring throughput metrics, analyzing trends, and delivering insights to inform proactive strategies and improve outcomes.This role allows me to combine strategic thinking, operational excellence, and team leadership to make a meaningful impact on business success.

Project Manager, leading efforts to map, define, and optimize business processes to improve efficiency and alignment with organizational goals. Design and deliver comprehensive training programs for call center agents, ensuring seamless adoption of newly outlined processes. My work focused on driving operational excellence, enhancing team performance, and supporting strategic transformation initiatives.

United States

I led and managed cross-functional teams focused on direct customer interactions, ensuring alignment with business objectives and enhancing customer experiences. Working closely with the executive team, I developed and executed growth strategies that significantly improved key performance metrics.I boosted call center efficiency by 6% through reducing call abandonment and wait times, which increased customer retention and loyalty. I also achieved an 83% reduction in reimbursement expenditures, from over $600 to $100 per project, while enhancing departmental efficiency by 15%.I designed and implemented a new Standard Operating Procedure (SOP), reducing processing time by 10% and improving accuracy by 25%, which ensured compliance and superior customer service. By integrating the Five9 automated phone system and email platform, I optimized operational workflows, driving improvements in account management and productivity.Additionally, I elevated the company’s online rating from 2.4 to 3.9 within five months by establishing a Voice of the Customer program, resulting in increased customer engagement and loyalty.

Las Vegas, Nevada, United States

I orchestrated the development and management of processes to ensure prompt and effective responses to customer inquiries across voice, chat, and email channels, setting industry-leading standards for operational excellence. I utilized Excel, Tableau, and internal reporting tools to provide comprehensive departmental insights and drive operational effectiveness.I established and executed quality assurance protocols, conducting regular audits to maintain high service standards. I transitioned Tier 1 customer support operations to a Business Process Outsourcing (BPO) model, reducing departmental costs by 45% and efficiently overseeing BPO operations.By forming a dedicated support team, I accelerated project completion timelines by 20%, enhancing customer satisfaction and client retention. I also implemented cost-saving strategies that reduced reimbursement costs by 50%, from $100 to $50 per project. Additionally, I automated project update communications, cutting touchpoint calls by 60% and boosting team productivity and efficiency.

I led the Palmetto Customer Support team, focusing on post-fulfillment support and enhancing the overall customer journey. By managing the Palmetto Net Promoter Score (NPS) and leveraging customer feedback, I refined the Palmetto Marketplace Experience and supported sales teams in optimizing our SaaS platform to drive revenue growth.I enhanced departmental transparency by presenting results through Excel, Tableau, and internal reporting tools, leading to a 10% increase in company engagement. I improved social media response standards, resulting in an 8% rise in positive sentiment and boosting brand reputation within four months.Collaborating with technology and account management teams, I implemented customer self-service workflows, reducing costs by 9% while maintaining a top-tier customer experience. I also streamlined support processes by introducing Twilio for phone systems and transitioning from Zendesk to Salesforce for email ticketing, achieving a 10% cost reduction.Additionally, I developed a comprehensive training program for new Customer Experience staff, reducing average handling time by 5% and enhancing departmental efficiency.

I directed strategic initiatives across Customer Experience Specialists, Special Operations, and Customer Care departments to elevate overall service delivery. Collaborating with IT, I spearheaded projects aimed at improving operational effectiveness and customer satisfaction.Key achievements include reducing installation timelines by 50% through streamlined team responsibilities and process improvements. I enhanced self-service options, cutting the Average Speed of Answer (ASA) from 45 minutes to just 2 minutes and boosting customer satisfaction with new IVR payment capabilities.I increased quality and accuracy by 5% by establishing an internal training team for Customer Account Management and Service, which significantly elevated customer satisfaction. Additionally, I improved self-help content engagement by 18%, leading to a decrease in call center inquiries and further enhancing customer satisfaction.

Las Vegas, Nevada

I developed and executed growth strategies, providing strategic direction to a global support team for the efficient resolution of customer concerns. By establishing follow-up guidelines and quality measures, I raised customer satisfaction from 72% to 87%.I managed scheduling and staffing, optimizing productivity with a streamlined 7-day work schedule. Additionally, I created call audit guidelines and led an internal quality team, resulting in an 8% improvement in call quality and further boosting customer satisfaction.

Las Vegas, Nevada

I provided strategic direction, leadership, and training, successfully promoting team members to assistant manager roles and fostering a strong departmental leadership pipeline.I developed an incentive plan that increased project stakeholder satisfaction by 50%. By managing scheduling and staffing with a 7-day work schedule, I achieved a 10% annual attrition rate. I also created and monitored departmental KPIs, enhancing efficiency and accuracy by 35%. Additionally, I implemented a job assignment system that improved job allocation efficiency and accuracy by 35%.

Las Vegas, Nevada Area

I fostered cross-functional relationships to optimize scheduling and enhance project timelines and client experiences. Within six months, I expanded the NV team from 25 to 100 members, which quadrupled project output. I also established a training team that reduced the new hire learning curve by 10%.

I oversaw multiple specialty departments within the Credit Card Call Center, ensuring strict adherence to regulatory requirements. By utilizing workforce management tools, I optimized staffing levels to align with call center demand, which enhanced both operational efficiency and service quality. I also developed and implemented strategic initiatives that significantly improved operational efficiency and customer satisfaction.

Oversaw restaurant and banquet operations, conducted weekly inventory assessments, managed store Profit and Loss statements, and optimized inventory levels by implementing bi-weekly ordering strategies to minimize waste and reduce spoilage.