Dawn Vance Email & Phone Number

Texas, United States

Austin, Texas, Us

Burlington, Ma, Us

As Manager of Business Development for Educational Services, I deliver direction and leadership to multiple teams to deploy strategic automation and mapping across four individual systems to produce comprehensive end-to-end workflow for our customers with the goal of maximizing the customer experience with Learning Services. I drove the development and maintenance of our annual strategic planning for Learning Service including devising RFPs for new systems and integrations and addressing gaps and manual processes through clear documentation of RACI processes.Some of my contributions to date include the following:• I achieved a 50% increase in New Learner registration year-over-year.• Over 60 individual LMS portals were maintained for customers.• I facilitated more than 2500 minutes of content for Avid Learning Central by hosting 100+ webinars and live training sessions with product Subject Matter Experts (SMEs) to facilitate the development of learners.• An average of 2000 viewers per session were attained by utilizing social medial platforms for training events.• I facilitated support for the official launch of our Avid Learning Central subscription model.• I was appointed by management to the Customer Ambassador Team to champion the voice of the customer and simplify the customer experience.

Thames Ditton, England, Gb

I spearheaded the creation of a formalized training process for internal staff and advanced customer product and solution training and certification practices. I led six Trainers and Content Developers in the design and implementation of customized content with over 400 pieces of videos, PowerPoint presentations, and whitepapers. Additionally, I championed collaboration with department executives to define team training priorities and "Learning Plan" as well as Marketing to employ customer-focused messaging and global webinar content.Examples of my achievements were:• A 50% reduction in average spend per person was accomplished by employing virtual training modules.• Visibility and accessibility to training opportunities were maximized, resulting in an average of 54% of internal staff logins to training modules.• I designed a novel new hire onboarding process with a focus on increasing knowledge of product solutions and features, shortening new hire ramp-up period to ~4 weeks.• I created and deployed an online customer training program for virtual playback systems operating on AZURE networks with system workflows and networking architectures included.We have built an invaluable learning program for our staff and clients. A few highlights of our achievements include:»» Launched next-gen, mobile-centric L&D system to propel learning for Sales and Channel teams »» Linked the LMS with onboarding and company intranet to enhance the user experience and create a single page for all company content and applications (Docebo Platform)»» Received Company Achieve Award for quickly developing training for a customer running playout from an AZURE environment. »» Host over 50 yearly Product/Industry based Webinars.»» Achieved cultural change within the organization, increase user access up to 78% of internal staff logins and views to at least one training module each month.

Thames Ditton, England, Gb

As a result of my successes increasing NPS scores and employee satisfaction at the Burbank California location, I was promoted by Imagine leadership to take over management of the Toronto Global Customer Service Center, which had been struggling with performance. Managed team of 34 servicing customer product needs of the Workflow, Infrastructure & Networking (WIN) product lines from cradle to grave. Built a dynamic customer support team - with full accountability and transparency to every customer’s experience. »» Captured a 25 point improvement in NPS scores. Designed best practices training covering database entry, company processes, and customer service expectations and most importantly, altered client perceptions with the “Voice of the Customer” program. As part of the program, customer surveys with a 6 or below rating received a direct call back from me or another senior member of the team. »» Sought opportunities to improve finances. Collaborated with finance and sale to design a return/recovery procedure for RIMA equipment. Recovered $12M+ in field service inventory by incorporating a CSR follow up practice to ensure customer’s returned systems.

I launched my career with Imagine Communications predecessor, Harris Broadcast. I was quickly promoted from engineering to technical support management and then into customer service management where I applied my technical acumen and superior leadership skills to improve processes, design tools, and drive sales. As Customer Service Manager, I trained, mentored and led a team of 12 in attainment of service goals and adherence to corporate policies. »» My empowering leadership style and training techniques increased NPS scores by more than 25 points. »» Drove sales by enabling laser focus on key customers through a team project that purged and cleaned the Customer Master Data, eliminating approximately 50% of inactive accounts.

Arlington, Virginia, Us

 Over 10 years experience installing, troubleshooting, testing, repairing computer editing, video, imaging systems, digital voice/data networks and software, including reporting status and system integration. Tested and assisted in qualifying the Joint Surveillance and Target Attack Radar System (JSTARS). Experience with switching systems both as operator and maintainer for mobile global telecommunication, MSE and satellite networks in real world environments. Organized and led teams on multiple deployments. Experienced with Microsoft Operating Systems, Visio, Packet networks and satellite communication systems. Seven years supervisory experience and qualified trainer of personnel while in Special Operations Command. Possessed a Secret Security Clearance, handled COMSEC and security concerns. Accountable for maintenance of GTE switching equipment valued over $5.5 million.  Senior trainer of personnel for the installation, operation, and others military duties.

Bshs, Communication Strategies, Analyzing Problems, Science Around Human Behavior

Bachelor Of Arts (B.A.)