Dawn Nelson Email and Phone Number

Plan and direct company operations to improve productivity and efficiency.Interact with key clients to ensure service expectations are consistently met. Manage contractual obligations for key customers and partners. Oversee business management, planning, systems, and controls.Supervise and coach office staff.Manage organizational budgets and monitor cash flow. Develop long-range forecasts and maintain long-range financial plans.

Responsible for developing long-term relationships with a portfolio of clients in the contact center industry. Liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of solutions based on client needs and objectives.Operate as the lead point of contact for any and all matters specific to client relations.Assist with high severity requests or issue escalations as needed.Develop a trusted advisor relationship with key client stakeholders and executive sponsors.Communicate progress of monthly/quarterly initiatives to internal and external stakeholders.Forecast and track key account metrics.Identify and grow opportunities within client base and collaborate with sales teams to ensure growth attainment.

Manage company’s key accounts by strengthening relationships, anticipating customer needs, implementing new products and programs, and developing new sales opportunities. Coordinate new product launches with engineering team by researching customer need, analyzing competition, developing product requirements, participating in acceptance testing and customer validation testing, developing campaigns to promote new products, and introducing new products to current clients.Oversee all marketing initiatives including sales literature development, website development, lead generation, advertising programs, media opportunities, and trade show participation.

Direct and manage business development activities focusing primarily on the qualification, analysis, and completion of incoming requests for business proposals.Manage competitive intelligence program, liaising with industry analysts in gathering information and turning it into a corporate asset.Organize and maintain an information library for on-demand, worldwide access of sales and marketing materials.Administer global CRM system (Salesforce.com); analyze sales pipeline and summarize key data for communication to executive management.Develop and deploy promotional material such as product collateral, case studies, white papers, presentations, and website to support the business development strategies of the company.Interface with global business development teams to identify product message gaps and ways to improve sales tools and processes.

The primary responsibility of this position was to coordinate and manage the Y2K remediation efforts for three of the largest operating units within SITEL. Other key aspects of this position were to:Identify and coordinate resource requirements to ensure successful project completion.Develop and maintain proper documentation, including project plans, schedules, test cases, budget allocations, risk mitigation, and business continuity plans.Ensure compliance with project management methodologies and procedures.Train other project managers and team members as needed and provide recommendations to improve life-cycle project management.Schedule and conduct project-related meetings; provide project status reports to department heads, senior management, and clients.

Manage all operational aspects of customer care programs on a daily basis. Such items included service level achievement, change request status, campaign performance, training issues, audit results, quality measurement, and staffing requirements. Assist clients with program development through trend analysis, technical capabilities, customer feedback, process enhancements, and marketing campaigns.Manage the implementation of new client programs by developing process flows, training documentation, staffing plans, and operational goals.Participate on multiple project teams and interface with all levels of management (systems, training, quality assurance, finance, and operations) to meet client deadlines.Coordinate efforts of clerical support staff to achieve daily program requirements.

Direct and control the administrative workflow of department subordinates.Manage sales training seminars, industry trade shows, and annual incentive trips.Coordinate the production of advertising materials, promotional items, and marketing campaigns.Design formal presentations oriented toward salesforce training.Develop and maintain strategic reports profiling the company's operational performance.