DAWAN MCNEELY
Little Elm,TX
Summary
Proven leader with over 20 years of experience in both operational and supervisory management. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Consumer Product Manager
Bank Of America
Dallas Fort Worth, TX
02.2020 - Current
- Leads Performance Management Sector of the Client Protection organization
- Supports the establishment of line of business benchmark performance to support operational effectiveness across the organization
- Liaison to global reporting tteam to identify and improve line of business reporting and anyalitics.
- Established criteria for each milestone within product roadmap as means to measure developmental progress.
- Conceptualized and deployed enhanced product features and optimized implementation for use in operational strategies.
Group Operations Manager
Bank Of America
Newark, Delaware
11.2016 - 02.2020
- Devised processes to boost long-term business success and increase profit levels.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Directed initiatives to achieve regulatory compliance, foster good manufacturing practices and meet component quality standards.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
Business Support Manager
Bank Of America
Newark, DE
09.2014 - 11.2016
- Liaised with human resource department to resolve employee conflicts and concerns in need of escalation.
- Enhanced and redefined organizational structure to maintain company's competitive edge across territories.
- Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
- Held meetings to communicate new policies and procedures to appropriate personnel.
- Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
- Designed onboarding process for new personnel, expediting full operational competency through standardized curricula.
- Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
Sales Site Leader
Bank Of America
Newark, DE
05.2013 - 09.2014
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Determined quality assurance benchmarks and set standards for improvement.
- Assisted in gathering facts and documents utilized during sales process.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
Business Support Manager
Bank Of America
Newark , DE
04.2011 - 05.2013
- Liaised with human resource department to resolve employee conflicts and concerns in need of escalation.
- Spearheaded overhaul of company best practices to significantly increase staff retention rates.
- Enhanced and redefined organizational structure to maintain company's competitive edge across territories.
- Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
- Held meetings to communicate new policies and procedures to appropriate personnel.
- Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
- Designed onboarding process for new personnel, expediting full operational competency through standardized curricula.
Business Support Manager
Bank Of America
Wichita, KS
08.2007 - 04.2011
- Liaised with human resource department to resolve employee conflicts and concerns in need of escalation.
- Spearheaded overhaul of company best practices to significantly increase staff retention rates.
- Enhanced and redefined organizational structure to maintain company's competitive edge across territories.
- Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
- Held meetings to communicate new policies and procedures to appropriate personnel.
- Designed onboarding process for new personnel, expediting full operational competency through standardized curricula.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, and establish milestones.
Contact Center Manager
Bank Of America
Wichita, KS
04.2003 - 08.2007
- Developed quality employees within call center to take over leadership positions.
- Effectively managed assigned cases, collecting and documenting details using [Software].
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Established relationships and touch points with clients to promote retention.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
Direct Sales Contact Center Consultant
Bank Of America
Wichita, KS
09.2002 - 04.2003
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Managed and motivated sales team to increase revenue [Number]% .
- Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
Contact Center Agent
Bank Of America
Wichita, KS
06.2000 - 09.2002
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Resolved concerns with products or services to help with retention and drive sales.
Education
High School Diploma -
Wichita Southeast
Wichita, KS05.1997
Skills
- Relationship Building
- Inspection principles
- Design and planning
- Strategic planning
- Operations management
- Business administration
- Staff Management
Certification
Six Sigma Green Belt Certification
Timeline
Consumer Product Manager
Bank Of America
02.2020 - Current
Group Operations Manager
Bank Of America
11.2016 - 02.2020
Business Support Manager
Bank Of America
09.2014 - 11.2016
Sales Site Leader
Bank Of America
05.2013 - 09.2014
Business Support Manager
Bank Of America
04.2011 - 05.2013
Business Support Manager
Bank Of America
08.2007 - 04.2011
Contact Center Manager
Bank Of America
04.2003 - 08.2007
Direct Sales Contact Center Consultant
Bank Of America
09.2002 - 04.2003
Contact Center Agent
Bank Of America
06.2000 - 09.2002
High School Diploma -
Wichita Southeast
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