Dawnn Chatwin
West Valley City,UT
Summary
Dedicated leader offering 20+ years of experience bringing great personnel management and motivational abilities. Proficient in time management with disciplined execution strategy. Demonstrating strong organizational skills and communication abilities. Helping to drive team growth and enhance results through hands-on, proactive oversight of daily operations. Always ready to help lead peers to achieve shared goals.
Overview
19
19
years of professional experience
Work History
Member Service Representative I,II, & III
SoFi
Cottonwood Heights, UT
07.2021 - Current
- Proficient in Lending, Banking Operations, Credit Cards, Invest and Relay.
- Acquired expertise in internal systems and relevant service role responsibilities to assist team in meeting customer needs.
- Developed and applied comprehensive knowledge of product and service details for delivering informed responses to a wide range of customer inquiries.
- Provided exceptional customer service to a high volume of members daily, ensuring their needs were met with positivity and attention.
- Provided support to members in addressing account, service, and system issues through education on required actions and technical processes.
- Contributed to researching, analyzing, and resolving complex customer inquiries for the Escalation team.
- Analyzed data related to customer escalations and developed strategies for efficient resolutions.
- Designated as a subject matter expert for multiple new hire and nesting classes.
- Provided mentorship and coaching services for employees who require additional help in achieving their goals.
- Maintained records of all interactions with peers and provided regular updates on progress made towards achieving goals set forth by the program director.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Participated in Ramp-Up development by mentoring peers in goal setting and achievement.
- Led interactive call monitoring sessions and data-driven team meetings.
- Managed diverse product inquiries on the Agent Assistance line.
Assistant General Manager
Applebees
West Valley City, Utah
05.2005 - 01.2021
- Took immediate action to resolve issues, leading to heightened levels of customer satisfaction.
- Demonstrated meticulous attention to detail in handling cash and preparing deposits.
- Achieved optimal employee performance by providing motivation, training, and discipline.
- Streamlined team schedule by considering coverage needs and capitalizing on individual strengths.
- Successfully implemented budgets, conducted employee reviews and provided training sessions.
- Handled various tasks during opening and closing shifts, including printing sales reports, setting up for incoming shift, preparing cash drawers, and managing inventory.
- Guided and inspired team members to exceed challenging business goals through mentorship.
- Enforced safety regulations among employees by conducting regular inspections of the premises.
- Implemented promotional campaigns such as discounts or special offers to increase sales volume.
- Analyzed restaurant data on a daily basis to determine trends in customer satisfaction ratings and profitability metrics.
- Conducted weekly staff meetings to discuss customer feedback and implement changes accordingly.
- Adhered to local health department regulations regarding safety standards.
- Assisted in the hiring process for new employees and conducted orientation sessions.
Owner
Little Turtles Daycare
Salt Lake City, UT
01.2013 - 04.2020
- Oversaw the day-to-day operations of the business.
- Assessed customer needs and proposed optimal solutions.
- Increased operational efficiency and productivity by overseeing budgets, accounts and costs.
- Managed reconciliation of daily sales, returns, and financial reports using QuickBooks.
- Organized meal plans, implemented engaging educational initiatives, and oversaw the care of children ranging in age from infancy to adolescence.
- Established relationships with parents and guardians to foster strong communication regarding their child's progress.
- Provided professional development training for daycare staff on topics such as early childhood education, health and safety practices, nutrition, discipline techniques.
- Resolved conflicts between children or between children and staff members in a timely manner.
- Ordered necessary materials or equipment required by state regulations.
- Developed and implemented policies and procedures for daycare staff, including safety protocols.
- Interacted regularly with students throughout the day by playing games, reading stories or engaging them in creative activities.
- Implemented age-appropriate curricula designed to stimulate physical, mental and emotional development in young children.
- Created a safe, nurturing environment to promote learning and growth in children.
- Recruited qualified candidates for open positions within the daycare facility.
Education
Associate of Business Management - Business Management
Eagle Gate College
09.2013
Certificate - Medical Assisting
Pima Medical Institute
09.2004
Skills
- Mobile Banking
- Member retention
- Issue Resolution
- Financial Transactions
- Customer Support
- Account Management
- Complaint Handling
- Organizational Development
- Operations Management
- Cross-Functional Teamwork
- Relationship Building
- Analytical Thinking
- Problem-solving aptitude
- Attention to Detail
- Data Collection
- Excellent Communication
References
References available upon request.
Timeline
Member Service Representative I,II, & III
SoFi
07.2021 - Current
Owner
Little Turtles Daycare
01.2013 - 04.2020
Assistant General Manager
Applebees
05.2005 - 01.2021
Associate of Business Management - Business Management
Eagle Gate College
Certificate - Medical Assisting
Pima Medical Institute