Dawn Bender Email & Phone Number

Rhode Island, United States

Johnston, Ri

Johnston, Ri

• Provided guidance on standards and thresholds for program and project change control.• Coordinated move from Cranston location to new Johnston campus for over 100 colleagues/contractors. (2018)

Cranston, Ri

As Project Analyst:• Provided process analysis support to internal Business Services customers by reporting weekly RAG status.• Tracked all Pending Request for Services orders and report on status.• Mediated IBM contractor onboarding escalations.• Acted as team MS SharePoint site administrator and corporate Shared Drive Directory owner with over 250 users on each system.• Worked with the HR and Flex Staffing Departments to ensure employees and contractors are in the right department IDs in the HR Express and IQN systems.• Onboarded/extended/offboarded contractors through IQN system for 11 managers.• Produced agendas and minutes and keep action logs up to date for executive, team and project level meetings.• Organized meeting logistics for team meetings.• Ensured organization stays informed and compliant with all mandatory training classes.• Migrated team SharePoint site from 2007 to 2013 version. (2015)• Operated as point of contact for the build out of a project command center as well as for team move from East Providence to company's Cranston facility. (2014)• Supported the GLBA Remediation Program as well as milestone tracking for the Change Portfolio. (2011-2012)As an Administrative Assistant:• Supported Outlook calendar and time management, create expense reports and arrange travel for up to 11 SVP or higher level executives.• Acted as Citizens first line liaison for vendor partners such as IBM, Harvard Partners, EMC/Dell, Infosys and Accenture.• Kept department org charts up to date for over 300 employees & contractors using Visio software.• Assisted employees with conference room scheduling.• Ordered office supplies.• Worked with Property Services to assign seats and phones for new employees and contractors.• Coordinated special events such as quarterly blood drives, annual Health Fair and departmental celebrations.

Cranston, Ri

• Supported team manager with coaching a team of up to 15 Contact Center agents in order to meet and exceed established goals, improve service levels and give superior customer service.• Created and maintained reports for Switch Support and Premier Contact Center teams.• Performed special projects as requested.• Created manual to capture all department policies/procedures. (2011)• Fulfilled requirements to become a certified Work-Out Facilitator January. (2011)• Completed Lean Six Sigma Green Belt Training December. (2010)

Cranston, Ri

• Performed Switch Support level 2 duties such as assigning daily customers, monitoring of overdrafts, and checking department voicemail lines.• Assisted customers with transferring or establishing direct deposit, online banking and bill pay, automatic payments and closing of prior bank accounts.• Acted as a liaison with internal departments and outside vendors to ensure requests were completed efficiently and timely.

Boston, Ma

• Designed up to 300 customized school brochures per year using Quark XPress.• Coordinated creation and printing of collateral with school clients, Corporate Marketing Department, sales representatives and printing companies to ensure timely delivery of printed collateral.• Participated in the company’s Disaster Recovery Program as a Business Continuity Planner.

Data Literacy & Reporting Certificate Program

Business Analyst Certificate Program

Project Management Certificate Program

Bachelor'S Degree, Business Administration And Management / French