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 resolution with customers, agents, back office and third-party vendors.• 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. Effective communication, project management and resolution with customers, agents, back office and third-party vendors.• 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 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.• Analyzes and identifies opportunities through call monitoring and escalation trends to enhance the customer experience.• Completes root cause analysis and review of service center errors to determine the scope of issues and trends.• Reviews more complex or sensitive client cases and resolves identified problems.• Managed relationship with TPA (SE2) in support of all day-to-day activities (SLAs, Escalations, Exceptions, Compliance, Legal) as well as all strategic and improvement projects.• Create and implement process guidelines• Collaborate and assist with production support issues. Identifying root cause and helping to come up with a solution. Show less

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 • 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 and identifies opportunities through call monitoring and escalation trends to enhance the customer experience.• Completes root cause analysis and review of service center errors to determine the scope of issues and trends.• Reviews more complex or sensitive client cases and resolves identified problems. Show less

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 • 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 to upper management• Monitor and QC solutions queues and assist with maintaining quality and processing times as needed• Review and make final decisions on all exceptions working with applicable parties to ensure correct processing and providing applicable feedback• Handle secondary supervisor calls and see through to resolution• Assist with onboarding, training and coaching of new team members as needed• Provide internal and external support for any projects or research requests as needed• Identify opportunities and trends via review of complaint reports, exceptions/escalations, and team meetings and proactively find ways to resolve Show less

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 • 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 from clients/agents, handling complex and detailed issues through research and problem solving and following through to resolution.• Manage escalated work items and exception requests submitted by CSC’s and ensure timely resolution.• Daily management of Customer Relations inbox and Indy Solutions inbox ensuring timely responses and follow through.• Partner with management team, Team Leads, Service Improvement and L&D to identify areas of opportunity and improve the customer experience. Show less

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 • 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 inquiry.• Consistently met or exceeded all measurable department goals including 93% overall quality score since being released from the training program• Chosen to participate in Team Lead rotation based on consistency in measurable departmental goals.• Working effectively in a team environment, actively participating in Service Improvement Guideline focus group to analyze and update current Quality Guidelines. Show less

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 •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 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 inquiries/problems.· Ensure and oversee tactical-level contract compliance for assigned accounts.· Monitor and maintain key… Show more 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 inquiries/problems.· Ensure and oversee tactical-level contract compliance for assigned accounts.· Monitor and maintain key customer service metrics such as OTD, Backorder, and Customer Scorecards.· Daily and proficient use of Oracle· Experience in creating purchase orders from requisitions· Regular participation in process improvements, including Lean manufacturing and Kaizen workshops. · Routine use of Microsoft Office, including daily use of Access, Excel, and Word.· Daily contact, communication, and interaction with buyers.· Successful in implementing processes to assist in the development of some of the buyers I worked with, while securing and maintaining their buy-in, in order to foster and maintain an positive, efficient and communicative relationship.· Collaborate with site Finance, Sales, and other leaders to prepare forecast and support monthly S&OP cycle. Translate and communicate customer forecast to Sales, Finance, and Operations leadership.· Lead and oversee site-specific cross-functional meetings and processes related to order fulfillment, contract review, customer satisfaction and escalations, and site metrics.· Secure confidentiality of contracts, sales, and price information.· Interface with internal and external customers to coordinate return goods activity (RMA’s). Monitors the progress from the initial contact through the final resolution.· Assists with and coordinates customer requests for quoting and product pricing.· Generate standard and ad hoc reports for Customers and for other functional groups such as Sales and Marketing, Finance, Quality and Operations. Show less

• 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 • 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 one-on-one meetings in which sales plans are covered and addresses any department specific displays that are required. Topics include sales, shrinkage, over/under deliveries, and markdown effectiveness for the week. Delegates through department heads/associates to achieve departmental and store goals.• 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 from previous year. Develops a weekly schedule to conform to the hours given or budgeted and control overtime throughout the week in accordance with overtime and wages goals. Orders supplies to meet the needs of the business while maintaining the allowed budget.• 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.• Gives timely and appropriate performance feedback, both positive and constructive, to reinforce desired actions and behaviors. • Works collaboratively with store manager, other co-managers and department heads in decision-making processes and to address and resolve people and process issues.• Uses problem-solving skills to resolve customer complaints quickly and efficiently to achieve the highest level of customer satisfaction.• For self-development, participates in the agency's management development (MD) program Show less

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