Jennifer Dawson Email & Phone Number

Lincoln, Nebraska

Lincoln, Nebraska Area

Lincoln, Nebraska Area

Responsible for identifying opportunities across key performance objectives in customer experience, efficiencies, and profitability. Facilitates classroom and virtual sessions to leaders and representatives for coaching and skill development. Evaluates the effectiveness of training and provides follow up reinforcement. Provides reporting on center training completions. Effectively communicates curriculum or program effectiveness to leadership and national development team.• Chosen as core team member to develop Trainer Readiness plan for Effective Communication for Leaders• Improved efficiencies by creating/facilitating a workshop resulting in lowering call handle time by 81 seconds• Strategically developed plan for low performing team resulting in improvement ranking from 34th to 2nd • Partnered with virtual teams to facilitate employee engagement project resulting lowering attrition rate• Consistently exceeded 95% training completion goals• Received Verizon Trainer of the Year Award 2015 and Verizon Standing Ovation Award 2016

Greater Denver Area

Partnered with district leadership to provide store support, reinforce learning, and provide feedback on development opportunities for store representatives and managers. Ensured preparation of training room media and content. Supported indirect agent with continued education trainings and in store observations. Identified behavior coaching opportunities by monitoring employee–customer interactions. • Selected to train new sales model to District Managers, Managers, and Assistant Managers• Created individualized performance plans to change representative behaviors• Supported team by communicating training announcements and updating all channel training calendar • Represented area team as NPS specialist resulting in new platform for sharing best practices

Parker, Co

Provided exceptional customer service to individuals visiting the store in relation to device troubleshooting, billing, account detailing, and selling products and services. Ensured all appropriate documentation, data entry, and administrative functions were completed. • Finished 2010 with leading performance• Facilitated 15+ PDA workshops for customers learning advanced devices• Responsible for maintaining demo equipment and marketing displays• Chosen to train and provide peer support to new representatives joining the team

Lincoln, Nebraska Area

Provided exceptional customer service and technical support for internal and external voice and data product customers. Utilized critical thinking skills and various administrative tools to troubleshoot hardware and software issues and identify network/applications issues. As an Interim Trainer, prepared, attended and completed trainer certifications. Tracked and monitored registration and attendance for all participants. Responded appropriately to learner needs in the classroom.• Maintained leading scores on Performance Agreement• Identified behavioral opportunities via call observations to assist supervisors with individualized feedback• Calibrated with leadership to ensure demonstration of Performance Assurance standards in the classroom

Lincoln, Nebraska Area

Responsible for resolving complex customer problems and delivering exceptional customer service. Resolved challenging customer issues including device related troubleshooting, billing, service inquiries and more. Answered a high volume of calls while delivering innovative and individualized solutions. Formed trusted bonds by listening and responding to customer inquiries. As Subject Matter Expert, provided on the job and classroom support for new hire development.• Promoted to Sr. Representative within 6 months and SME within 8 months• Organized Transition Tracking system to identify personalized coaching opportunities for others• Performed call observations to provide teammates with instant feedback• Leading in all metrics under the performance agreement

Lincoln, Nebraska Area

Ensured that guests have a memorable dining experience. Monitored setup, maintenance, cleanliness, and safety of dining areas. Responsible for hiring, training, and scheduling serving staff. Handled administrative duties including daily registers and inventory to maintain successful operation.• Increased profitability and employee motivation with sales tracking system• Expedited communication between upper level management and general personnel

Business Administration, Business Administration And Management, General, 3.5 Gpa

Activities and Societies: Honor RollIn June 2016 I finished my Associates Degree in Business Administration.

Graphic Design