Dona Davis, Mba Email & Phone Number

Arlington, Va, Us

Oklahoma City, Ok, Us

➤ Expertly directing all phases of projects according to PMI standards for the Project Management Organization➤ Organizing all steps in design, packaging, and product development, while managing 1 direct report➤ Strategically developing detailed plans and setting objectives for multiple, simultaneous small- to large-scale project➤ Leading requirements gathering, collaborating with stakeholders to understanding their needs before initiating projects➤ Effectively structuring projects and creating work plans through development, test, launch, and post-launch follow-up➤ Successfully keeping projects on-budget and on-schedule by actively managing operational aspects and project scope➤ Proactively identifying potential issues and devising contingency plans, while researching and analyzing best solutions➤ Documenting PMO best practices and identifying improvement processes and options for Executive Leadership team➤ Auditing Department against written Policies, Procedures & Controls, and standardizing new SOPs company-wide➤ Implementing task management software and new PMO processes across the organization and providing training➤ Designing informed solutions and go-to-market plans, as well as identifying/vetting new vendors for specific projects

Lisle, Il, Us

➤ Initiated, planned, executed, controlled, and closed multiple simultaneous product/manufacturing insourcing programs➤ Developed, implemented, and maintained product structure for new and existing engineering projects and programs➤ Effectively led cross-functional teams to complete deliverables according to schedule, on-budget, and with quality➤ Drove reliability and efficiency with best practices and by improving services and processes to address business issues➤ Proactively looked beyond existing methodologies and own discipline to define and then resolve complex problems➤ Developed process documentation to restructure the Owners and Operations Manuals for the Vehicle Group➤ Liaised with Engineering, Product Cost & Analysis, Configuration Management, PMO, and others in releasing changes➤ Successfully and comfortably spoke with and presented to large groups of stakeholders, including Executive audiences➤ Provided mentoring, guidance, and motivation to Technical Analysts and Program staff, working in a matrixed structure

Chicago, Il, Us

➤ Led a team of 10 direct reports in daily activities and team meetings, as well as oversaw the training of new hires➤ Evaluated the phone queue to ensure appropriate staffing in order to achieve Department Service Level Agreements➤ Audited and released high dollar insurance claims of $5K and over, adhering to plan structure and ICD 9/DSM codes➤ Aided in deescalating unsatisfied providers, including supporting the team members in working through complex cases➤ Handled incoming requests, working with Account Management and customer point persons to meet expectations➤ Coached Specialists towards improvement in execution of service processes, resulting in exceeding quality goal of 95%➤ Monitored Reps' calls each month to ensure professional demeanor, accuracy, and efficiency standards were met➤ Provided feedback and coaching on production, quality, and accuracy within 1:1 meetings and performance evaluations➤ Worked with Manager of Claims and HR Department on any employee relations issues and career development➤ Interviewed potential candidates, successfully filling positions by matching candidates' skills with role responsibilities➤ Efficiently and proactively managed multiple, cross-functional projects at once

Benton Harbor, Michigan, Us

➤ Supported North American Trade customers and consumers with order management and customer service as a TPSS➤ Mentored and trained new hires, and personally cross-trained for National Accounts and the Returns Center➤ Enhanced customer satisfaction by ensuring a smooth order experience, and by processing damaged allowance claims➤ Effectively led a team of +20 Customer Service Specialists as SCL, while managing multiple, cross-functional projects➤ Successfully served as a resource to the Trade Partner Specialists in resolving complex customer and business problems➤ Applied continuous improvement and change management processes to increase operational efficiency and productivity➤ Met strict deadlines, with a focus on operational execution and clear communication with diverse business stakeholders➤ Strategically defined measurable goals and built metrics to support and track objectives for various business solutions➤ Provided advanced knowledge on order processing in SAP, resulting in quality evaluation scores of 95% for the team➤ Addressed and implemented the achievement strategy for further career development of Customer Service Specialists➤ Used Work Force Management to increase workload capacity by 46% and free-up resources based on business needs➤ Achieved a 35% reduction in overtime expenditures, as well as controlled other Departmental expenses by 15%

➤ Facilitated programs within the risk community while mentoring teens and recruiting volunteers➤ Developed sales, assisted with focus groups for marketing strategies, and created newsletters and fliers➤ Edited articles, wrote synopsis for publications, managed database entries, and created reports for program development

Master Of Business Administration - Mba, Leadership & Organizational Development

Bachelor Of Arts - Ba, Psychology & Business Administration