Dawn Cecil Email & Phone Number

Kentucky, United States

• Attended and participated in team meetings and occasionally communicated with elected officials.• Performed management tasks and activities pertaining to project planning, implementation, and closeout.• Worked with other ITS staff members to maintain forward project progress while documenting and reporting project progress.• Created, maintained, and improved process documentation for implementation while collaborating with technical resources to troubleshoot and resolve issues.• Coordinated testing of hardware as changes are required and leveraged training resources to provide additional assistance if required.• Provided support services in conjunction with the Service Desk, AV as needed and worked with device architects to ensure ongoing customer needs are met.• When appropriate, made recommendations based on research in support of procurement efforts. Evaluated, analyzed, recommended, and implemented best practices as needed.

Louisville, Kentucky Area

• Lead the efforts to transition new customers to company services from inception to implementation in a 24/7/365 Medication Dispensation organization where Pharmacy teams serve: Long-Term Care, Senior Living, Hospital, Home Infusion, Behavioral, Specialty and Oncology pharmacy markets.• Coordinated commissions of additional products or services to existing customers.• Coordinated service component needs with each service area involved in the implementation: Customer FieldService, IV, Clinical Consulting, Clinical HUB, (integration with applications) EZMAR and any other services asrequested to ensure timely notification and set up.• Provided consultative support to all internal departments as it relates to the implementation process.• Coordinated in-services and reviews and edits technical educational materials in accordance with PharMericaguidelines.• Provided consultative support to all internal department as it relates to the implementation process.• Reviewed and coordinated implementation components and timelines with all customers, vendors, technology and support teams to support pharmacy operating procedures in the facility.

Louisville, Kentucky

• Collaboratively restructured the Supervisor Team and Team Alignment, with the Director of Operations, to drive continuous 24/7support strictly utilizing only agents specific for the department.• Served as a liaison among patients, physician offices, payers and pharmaceutical company representatives for specific drug programs.• Developed and implement customized Standard Operating Procedures to accommodate the specific needs of individual product lines.

Louisville, Kentucky Area

• Improved overall communication, as well as identify best times for weekly 1:1 coaching sessions, team meetings and providing on-going development. • Created a platform to house our process documentation as well as a continuity of business in the event our online documentation was not accessible for any given time. • Measure, monitor and report on KPI’s with client as well as internal standards.

Louisville, Kentucky Area

Managing and Supporting the Customer Support Operations Organization 24/7. Driving innovation into the CustomerFirst Center by utilizing my experience and relationship management skills to better the department and organization. • Assisted in shifting the service culture by creating the first true knowledgebase for staff to reference for routine customer interactions. Drastically improving consistent customer experience as well as overall customer support. • Evaluated areas for process and improvement. Implemented automated tools and resources by partnering with internal resources and development teams to deliver on tools needed to better support our interactions.• Review customer contracts to ensure we are delivering on the contract requirements.• Utilize internal relationships to ensure delivery of contracts, evaluating and defining company expectation vs. contract requirements.• Engage with multiple departments and or teams to ensure we can best support our product and services in a timely manner.

Louisville, Ky

Managing and Supporting the Customer Support Operations Organization 24/7. Driving innovation into the CustomerFirst Center by utilizing my experience and relationship management skills to better the department and organization. • Assisted in shifting the service culture by creating the first true knowledgebase for staff to reference for routine customer interactions. Drastically improving consistent customer experience as well as overall customer support. • Evaluated areas for process and improvement. Implemented automated tools and resources by partnering with internal resources and development teams to deliver on tools needed to better support our interactions.• Review customer contracts to ensure we are delivering on the contract requirements.• Utilize internal relationships to ensure delivery of contracts, evaluating and defining company expectation vs. contract requirements.• Engage with multiple departments and or teams to ensure we can best support our product and services in a timely manner.

Full service Telecommunications Company providing phone, high-speed Internet and video services to customers in the Midwest.Tier 1 Sales SupervisorWorked collaboratively with management and assigned Customer Service Representatives (CSRs) to improve sales skills and overall performance.• Served as Direct Sales contact for one management team (four supervisor teams, 10-12 associates and their leads).• Assisted in shifting the service culture by adding sales responsibilities to a customer service organization. • Provided ongoing development to CSRs as well as feedback to their respective supervisors.

An international provider of integrated marketing solutions.Program Manager• Managed the operations of a multiple inbound customer service / sales department. Supervised a team of Assistant Program Managers (APM) as well as the agents. • Developed and managed all aspects of multiple inbound customer service / sales programs. • Restructured the operations of an entire program. Within six months the program achieved its financial objectives.• Responsible for training and mentoring the CSR’s performance, retention, quality assurance, and sales and service capabilities while exceeding sales goals.• Retained loyal clients and vendors by building a reputation of integrity, knowledge and accountability. • Worked collaboratively with multiple lines of business to attain new client relationships and support the implementation of new programs.

A highly diversified financial services company that delivers solutions to clients throughout the world.Unit Manager - Customer ServiceServed as Direct Lead for a team of 15 - 20 customer service associates. Developed and implemented team strategy for successful sales and service within the department. • Drove performance and productivity objectives through the use of the call management systems and a strong mentoring and performance based program. • Net sales rate was in the top 10 of 28 teams. • Volunteered to participate in special projects: Self Assessment, Special Action Committees, and FDR Command Center.

Supplier of medical and surgical instruments.Office ManagerEnsured daily office management, processed payroll, managed the receptionist, patient intake, and the collections departments, in addition to billing and reporting, • Streamlined all departments by utilizing a networking database system which improved the overall efficiency of the company as well as the communication throughout all departments. • Implemented a team lead strategy. Delivered extensive training on all aspects of customer service.

Coursework In Interpersonal Communications

Diploma, 9-12

Activities and Societies: Soccerhttp://www.ahsrockets.org/

Coursework Toward Degree In Business Management