Dawn Amos Email & Phone Number

Indianapolis, Indiana, United States

• Manage teams dedicated to resolving internal and external conflict, complaints and opportunities. Focus on root cause analysis, problem identification and remediation. Effective communication, project management and.
• Leads and manages the work of 10 internal support staff team members for the Operations, Solutions, Service Improvement and Complaint Resolution department.
• Works collaboratively to develop goals… Show more Manage teams dedicated to resolving internal and external conflict, complaints and opportunities. Focus on root cause analysis, problem identification and remediation..
• Works collaboratively to develop goals and key performance measures with the team.
• Works closely with executive leadership on written responses to BBB and DOI complaints.
• Reviews and approves all applicable exceptions, collaborating with subject matter experts to ensure proper compliance with process, procedures, and regulations.

Indianapolis, Indiana, United States

• Leads and manages the work of 10 internal support staff team members for the Solutions and Service Improvement Departments.
• Works collaboratively to develop goals and key performance measures with the team.
• Reviews and approves all applicable exceptions, collaborating with subject matter experts to ensure proper compliance with process, procedures and regulations.
• Monitors team members to ensure proper documentation and follow up on all work items submissions.
• Analyzes… Show more
• Analyzes and identifies opportunities through call monitoring and escalation trends to enhance the customer experience.

Indianapolis, Indiana, United States

• Point of contact for all operational needs in absence of Customer Solutions Manager
• As of February 2019, currently acting as Customer Solutions Manager due to unforeseen departure of Customer Solutions Manager until a new manager is selected
• Attends all applicable meetings in lieu of Solutions Manager
• In absence of Solutions Manager organize, facilitate, and take notes for the weekly Solutions Team Meetings
• Gather applicable content and details for monthly MSO reporting… Show more
• Gather applicable content and details for monthly MSO reporting to upper management

Indianapolis, Indiana, United States

• Assist with onboarding, training and coaching of new team members as needed
• Promoted to department team lead within a year of the Customer Solutions Specialist position
• Demonstrated ability to influence and provide feedback and coaching as evidenced in the team lead promotion
• Provide guidance to Indianapolis Service Team members regarding internal and external procedures as well as resolving service issues via an inbound helpline.
• Answer inbound escalated supervisor calls… Show more
• Answer inbound escalated supervisor calls from clients/agents, handling complex and detailed issues through research and problem solving and following through to resolution.

Indianapolis, Indiana, United States

• Accurately provides information to incoming telephone inquiries regarding annuities while adhering to strict Financial Industry rules and regulations
• Moving efficiently through numerous computer systems to retrieve information while also responding to customer inquiries.
• Routine use of Microsoft Office, including daily use of Outlook, Excel, and Word.
• Effectively and efficiently ensuring that accurate and detailed records are taken and maintained on each telephone initiated… Show more
• Effectively and efficiently ensuring that accurate and detailed records are taken and maintained on each telephone initiated inquiry.
• Consistently met or exceeded all measurable department goals including 93% overall quality score since being released from the training program

Indianapolis, Indiana Area

• The direct point of contact for all customers, maintaining professional and timely communication.
• Creating, developing, and maintaining procedures to assist in day to day management.
• Maintaining customer interaction, managing inquiries, order status, coordination with production and sales.
• Create and coordinate customer orders, ensuring adherence to the terms and conditions, conformance to purchase order specifications, and timely communication to customer.
• Managing inside… Show more
• Managing inside sales-maintaining full responsibility for management of accounts without a designated salesperson. Show less

Indianapolis, Indiana

The primary point of contact for multiple customers, maintaining professional, prompt and knowledgeable communication.· Create and coordinate customer orders, ensuring adherence to the terms and conditions, conformance to purchase order specifications, and timely communication to customer.· Coordinate across departments to research and address customer.

• As a store co-manager, oversees the management and day-to-day operations of several departments in one of the nation's largest retail grocery chains.
• Develops and implements plans for achieving departmental objectives. Works effectively with department heads to achieve timely execution of sales plans in full support of division merchandising programs.
• Keeps department heads informed of matters which impact performance, both individually and departmentally. Conduct weekly… Show more
• Keeps department heads informed of matters which impact performance, both individually and departmentally. Conduct weekly one-on-one meetings in which sales plans are covered and addresses any department specific.
• Controls all departmental expenses such as wages, utilities, and supplies and establishes and maintains effective inventory control methods in all departments. In 2010 consistently ran an average of 5% sales increase.
• Plans and conducts weekly team meetings with departmental personnel to create and maintain a positive and engaging work environment and ensure goals are being met.

Master'S Degree, Human Resources Management And Services, 3.9 Gpa

Certificate In Human Services, Human Services

This certificate afforded me the opportunity to acquire specialized knowledge of Human Services with an overview of sociology, cultural.

Bachelor Of Science In Management, Business Management, 3.7 Cum Laude

Associate Of Science Business, Business Management