Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dawna Smooth

Dallas,TX

Summary

Accomplished General Manager at Big Lots with a proven track record in operations management and leadership, adept at fostering team unity and driving sales growth. Leveraged problem-solving skills to enhance profitability by 30%, demonstrating effective multitasking and team-building capabilities. Excelled in developing strategies for business expansion and cultivating strong client relationships. Customer-oriented General Manager with [Number] years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen. Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.

Overview

7
7
years of professional experience
1
1
Certification

Work History

General Manager

Big Lots
11.2018 - Current
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget implementations, employee evaluations, and contract details.
  • Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
  • Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.

Technical Specialist

Verizon Wireless
01.2021 - 04.2023
  • Provided exceptional customer support, resolving complex technical issues with effective communication skills.
  • Completed troubleshooting and diagnostics on company resources.
  • Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
  • Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
  • Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
  • Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
  • Enhanced data security, implementing rigorous backup procedures and disaster recovery plans.
  • Streamlined technical workflows for enhanced productivity through the implementation of automation tools.
  • Improved systems with addition of new features and infrastructure.
  • Reduced downtime by proactively identifying potential network problems and implementing corrective measures.

Technical Support Representative

ATT
05.2019 - 11.2022
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.

Healthcare Customer Service Representative

Blue Shield
06.2017 - 02.2019
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.

Education

Bachelor of Science - Business Administration

Grambling State University
Grambling, LA
06.2019

Associate of Arts - Business Administration And Management

Mississippi Delta Community College
Moorhead, MS
04.2017

High School Diploma -

Picayune Memorial High School
Picayune, MS
05.2014

Skills

  • Leadership and team building
  • Problem Resolution
  • Operations Management
  • Team Player
  • Time Management
  • Training and coaching
  • Team Leadership
  • Effective leader
  • Efficient multi-tasker

Certification

  • Facility Management Professional (FMP) – International Facility Management Association.
  • Project Management Professional (PMP) - Project Management Institute.
  • Lean Six Sigma Certification - International Association for Six Sigma Certification.
  • Certified in Production and Inventory Management (CPIM) - APICS.
  • Six Sigma Certification (Green Belt, Black Belt, Master Black Belt) - American Society for Quality.

Timeline

Technical Specialist

Verizon Wireless
01.2021 - 04.2023

Technical Support Representative

ATT
05.2019 - 11.2022

General Manager

Big Lots
11.2018 - Current

Healthcare Customer Service Representative

Blue Shield
06.2017 - 02.2019

Bachelor of Science - Business Administration

Grambling State University

Associate of Arts - Business Administration And Management

Mississippi Delta Community College

High School Diploma -

Picayune Memorial High School

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Dawna Smooth