Dawn Ridley Email & Phone Number

Responsible for managing workflow with a phone unit, developing and implementing policies and procedures, training staff to perform specific functions and manage employee performance. Lead recruiting, hiring, and training efforts that enable creative solutions to identify the right candidates to best serve our clients and employees in answering questions and responding to inquiries regarding employee benefit plans.

United States

Assisted with building out the digital engine project development. Received online certifications in project management as well as JIRA for beginners. Created a DTO guide for future team members as well as existing teammates. Created a 30 60 90 day milestone tracker to report out and monitor weekly success of projects/activities taking place within the space.

Supported 14 (up to 20) employees in their roles to provide excellent customer service to our Strategic accounts in the health industry. Provided support to each of my teammates through coaching and development, monthly one on one’s, quarterly reviews, and individual development plans. Cultivated relationships with international partners to ensure gaps were identified and quickly resolved to ensure a positive customer relationship was maintained. This was done through telephone calls held twice a week, Microsoft Teams Instant Messaging, and email communications. Managed projects to develop relationships with internal business partners and drive initiatives to best serve our customers in improving their pricing experience while supporting our organization. Assisted in creating a new platform for the organization which included rebalancing of workloads, defining the new business model, transition of accounts, combined workflow plan for general mailboxes, then managing communication of those changes with both sales and the customers to ensure a seamless transition. Utilized reports to determine roadblocks in supporting work, ability to take on more work, rebalancing of work, and performance metrics. In addition, used reports daily to determine if the contingency plan I helped define would need to be implemnted so customer experience was not impacted. Fostered, encouraged and promoted empowerment at all levels of the organization.

Radcliff, Ky

My tenure at Nielsen included: Research Interviewer on the phones (1999-2000), Quality Assurance (2000-2013) to include Quality Group Leader, with experience in working with external auditors Ernst & Young, and Operations Group Leader (2011-2014). Played an integral role in seeking out inefficiencies in existing tools used to monitor quality of phone calls, then assisted in creation of new monitoring form and guidelines based on the inefficiencies found. Managed the day to day performance of the quality team, phoning studies, and audit results to drive the overall quality of the Radcliff Call Center. Facilitated daily standups to share important information and/or recognize, reward, and motivate the team. Gathered and proactively shared best practices to help improve performance of the quality representatives, Call Center COE, and self. Maintained and improved consistency among all levels and departments of the organization to include our "sister site" in Clearwater, Florida. Listened to and analyzed calls to then provide insight on agent performance, then give feedback to determine appropriate solutions. Provided training on specific study expectations based on client requirements to the Research Interviewers. I also trained others on how to listen, evaluate, and score calls on the monitoring form using the quality reference guide that I helped to create.

Education record

Graduate

Activities and Societies: FCA (Fellowship of Christian Athletes) and Cadet Teaching